A Bank that does not care - Nedbank. My Ref ***8

Your own bank robs you! I went to the ATM to withdraw cash. The ATM swallowed my card. This happened around load shedding. I called immediately and a male consultant helped me to block and cancel my card, he told me to go to the bank and request a new card, free of charge simce this was not my fault. I went to the bank for my replacement card (campus Square branch), and i was told that if i order at the branch i was have to pay. I explained what have happened and the lady said i need to order online for free. She ordered online for me. I went and collected my card, next thing i am being charged R150. Logged a case and the agent name who helped me was Water, Walter was rude, not professional at all. The agent escalated my case and even gave me reference number ***8. It has be almost a month with no contact from the manager, no one has followed up on my case, nothing. I followed up and i was promised a feedback and to this day, nothing. My money is not refunded. Is this legal? I see they never respond to our complaints . How can a bank not care about thier people and do we even trust these guys with our finances? The assistance received is pathetic. This is not the first person I know that this happened to. Do not blank with @nedbank i will escalate this to my lawyers, its a small money but i can about the principle. I am definitely changing this bank like i have mentioned to the agent that if they charging me for replacing my card they should just close my account but they **** and said it is free so that i dont close my account. I will be making a case. You will not understand this until you affected.