Charged for everything, yet service remains below standard

So about two weeks ago, my card was swallowed up at a Nedbank atm. I called in to stop my cheque card immediately. I received an sms that a new card was at branch to pick up. I however called Nedbank, as I was charged a replacement fee for this card, which was eaten up by the banks atm, not another financial institution atm. I was advised It was being reported to line management, and someone would call me and the charge would be reversed. That was 8th of November. I go to the branch this afternoon the 15th of November to pick up my card, to see the charge had not been reversed and worse, their system was slow at first and then offline, so I was unable to pick up my card.