Disappointing nedbank practices

My card was retained by nedbank atm, then when I went to the nedbank Branch at Ekhaya shopping center, the lady was dismissive when I asked her if I will be charged for making a new card and she just talked about other things. Now my issue is that, why was I charged if my nedbank card was retained by a nedbank atm, that didn't make sense to me but I was just told that I'm charged. That seemed "****mish" to me for a nedbank atm to retain my card then I had to pay for it. It was very disappointing from Nedbank. Been with the for a number of years and this is how customers get treated sies...