very poor service for a replacement card from the secure chat

secure chat terrible service, i am now considering changing my bank, i went to withdraw cash from the atm and it did not work, there is no physical damage to my card and the agent says that i need to store my card in a safe place to prevent damage after me sending a pic of the card and you can clearly see there is not damaged to the card, i need a new card and i am not willing to pay a replacement fee for a card that has a faulty chip, i would understand if it was damaged but there is not damage but i must pay for something that isnt my problem.