ATM restarts and swallows card - Nedbank is unwilling to help

I was withdrawing cash from a Nedbank ATM (Terminal J375 in Century City) when the ATM abruptly restarted in the middle of my transaction (At roughly 09h30 on the 27th of May 2024).

The ATM swallowed my card and did not release the card after it had restarted.

I spent about 30mins on the phone with several agents to try and get someone out to retrieve the card from the machine for me. I was told that I needed to cancel my card which is not acceptable. I needed it to go about my business and getting a new one will take several days. Then I was told I need to go the nearest Nedbank branch and log a ticket there which is absurd this seemed like a way to to get rid of me. Finally I was told that the matter would be escalated and that someone would contact me.

I was contacted later and told that the card would not be retrieved and that it would be destroyed when the machine was serviced. I find this to be completely unreasonable and perhaps even *******.

If this was a case of load shedding affecting the terminal or something of the sort then I would have had an easier time with the problem but someone seemingly decided to restart the terminal while I was using it.

One would think that the card would be ejected first in a scenario like this but clearly after several decades of running ATMs Nedbank has not made sure that this happens.

I wonder who is going to cover my card replacement fees and I am definitely not going to be making use of any Nedbank services again if I can help it.