Card issue

I visited nedbank branch in Vincent Park East London got assisted by Busi, my bank card apparently had a problem and I should have been given a new card at no cost ,it was no fault of mine instead I was misinformed and left the bank without a proper resolution to my query I requested to do an upgrade to a Cheque account! Fair enough she gave me a toll free number to call. What irritates me is that she did not do what she was suppose to do she did not tell me what was the actual problem, and I’m such a nature how do we go about having it resolved she deflected and sent me home with more stress! I had to wake up today and call the call center spoke to Luyanda he assured me that I won’t pay for the card I need to visit a branch near me. I was assisted by Siyabonga Njingana he told me there was a network error and it was the bank who suppose to give me a new card at no cost to myself. Unfortunately people like BUSI IN VINCENT PARK who have no patience no customer eccentric give nedbank negative reviews :side note please educate the staff regarding customer service skills PLEASE!!!!