FNB faulty ATMs and misinformation from call centre agents

On 17/08/18 my card got jammed in a FNB ATM in Dube Soweto, I then cancelled the card on the FNB app while I was standing at the ATM for safety reasons. On 20/08/18 I called FNB and spoke to a lady (I unfortunately didn't record her name) I told her what had happened with my card and asked her if I would be charged to have the card replaced as it was not my fault that the ATM got stuck after I inserted my card. I further said to her that I would not get a replacement card if I was going to be charged and would use the cardless withdrawal function on the app; she said the no charge option was highlighted, that is when I said she could proceed with ordering the card since there would be no fees. I received the card and when I checked on my statement R100 card replacement fee had been charged to my account. I then called to dispute the fee and spoke to Leviticus on 31/08/18 at 09.57am and he logged a dispute and said the reversal would be done and the turnaround time is 3 days and I was given reference RH ********** 8532. When I called for feedback on 03/09/18 I was told that the dispute was declined and was not given a reason for it being declined. I want the R100 reversed as it is not my fault that the ATM got jammed with my card inside and I was further misinformed by a consultant at FNB about the costs for replacing the card, she said I would not be charged, had she said otherwise I would not have ordered a replacement card. If FNB won't reverse the money then i will seek another banking institution. Thank you