Does anyone at Nedbank actually know their job?

First my card gets cloned and blocked for ********** charges, this part was good and action was taken quickly by Nedbank ***** department which I appreciate, however I was told I would not incur costs involved with having my card scanned however I have numerous insufficient charges on my account now and the ***** department said my branch must reverse it but my branch (Southdale) says they cant I need to phone the ***** department so I did and they again said they cant help me only the branch can. So Nedbank who do I speak to....normal customer care also said I must go to my branch. Plus I had just got the new card because the previous one was swallowed by a Nedbank ATM, I had to replace the new card due to the ***** and now another Nedbank ATM swallowed another card of mine! What is wrong with your ATMs are they not being maintained correctly? Also after I ordered a new card due to the ***** I did not get a SMS saying I ordered a new card and now I ordered a new card on the app and also did not get an SMS to say it was ordered how do I know it is being processed or do I have to call customer care (if that is the case why let me block and order a new card on the app)