Green bucks replacement card amount, no one at Nedbank has any idea how much it costs

The most disgusting service so far from Nedbank I called ***to enquire how much it cost to replace my green bucks card, the first consultant put me on hold for 18 minutes and ended the call. I called again and I was put on hold for over an hour while the consultant is trying to get the amount for me only to come back with a vague answer and not amount. How possible is it that the contact center consultants does not know how much to replace a card or dont know where to get the information. I still have not been assisted, thanx for nothing .