Card Retention "****"

On 12-07-2024, I went to a Nedbank ATM (#K052) to withdraw cash. The machine retained my card. I immediately froze the card and called the number to report. The consultant informed me that he would block the card and I would have to pay R150 for another card. I refused to do that because I am not at fault and cannot be expected to pay to get my own card back. He then told me he would enter into the system that when next the cash management company visit the machine, they would take my card to the Nedbank branch inside the mall.

Today, due to not being contacted regarding my card, I visited the branch to check on it. No card was left there. I again called the help line and spoke to another consultant only to find that no message was entered to take my card to the branch and I must pay R150 for another. This is completely unacceptable. There is no reason I must be made to pay for doing no wrong. This is an unfair and ******ive practice. A Nedbank customer utilizes an Nedbank ATM, and when the customers card is retained, due to no fault of the customer, forcing the need for a new card than expecting payment is utterly reprehensible. Such an immoral act. And if not, it should be seen as *********.