dissapointed

i went to gold reef city in johanesburg on the 11/09/2019 and i went to the atm to withdraw money when i got to the atm the machine froze while my card was inside than it just rebooted we called the duty manager and he called on of your technician to come and help which he said he will come at two three hours later , the duty manager called us back that the guy still did not pitch and he is no longer picking up his calls we left without our bank card and spend the whole day at gold reef city without cash since one of your guys has failed to pictch so my question is what service is nedbank running and we basical need to go and make another bank card ,the people you employ dont they have any sense of urgency cause it might have been a ***** or someone taking money from our account