American Express Debit card faulty

For the past two weeks i have been unable to Tap my American Express Debit card, each time I try to use the card, i must insert the card after entering my pin, i need to choose budget or straight, which is strange since its a debit card, then the following a prompt pops up asking for credit yes or no if i choose no the card declines.

So i decided to call the Nedbank call centre, after 30 min of useless questions like, did you try a different machine or are you sure you are using the debit card and not your credit card, i gave up.

Please for the love of all that is good, why would i wast my time calling the call centre if i could have just use a different card machine, its like the call centre agents have never been in a store where there is a que behind you.

please assist or the next step would be to just burn my American Express card