CLIENT LIABLE FOR COSTS BECAUSE NEDBANK DIDNT FOLLOW INSTRUCTIONS

I mislaid my Greenbacks shop card and used the banking app to block and order a new one. My instruction was that the card be sent to Mall of the South branch. I am aware that this branch is closed during lockdown and had no problem fetching it after lockdown ended. I recieved a sms from Nedbank stating that the card was ready for collection at Nedbank The Glen. This branch is nearly 40km from me. I contacted the bank via my banking app and explained that this was not my instruction. Andile, who I chatted with told me that Nedbank would block the new card and send it to the correct branch. However I was liable for the replacement cost of R40. I questioned why I had to pay for Nedbanks mistake. Eventually I was told that I could contact them once the debit was put through agsinst my account I should contact Nedbank to request a credit. So they shift the responsibilitu to the client for their mistake. I decided to contact the complaints dept and was met by a consultant who blamed me for being unreasonable during the time of lockfown. He also told me that I had to contact the bank after the debit was passed on my account. When I told him its unfair to expect me to contact the bank he became very sarcastic and didnt give me a chance to talk, interrupting me constantly. I put the phone down on him as there was no point in arguing with him any longer. WHY SHOULD THE CLIENT BE HELD RESPONSIBLE FOR COSTS INCURRED BECAUSE NEDBANK DIDNT FOLLOW INSTRUCTIONS????