Unfair Charge for Replacement Card!

I cancelled my card due to an attempted *****. I visited the FNB branch in Cresta, Randburg, where an employee assured me that I wouldn't be charged for a new card since the ***** wasn't my fault. However, I was charged R150 for the replacement. In the meantime, I'm using a virtual card because she mentioned it was safer against cloning. What is going on, FNB?