Nedbank card replacement ****!!!

My card was about to expire, I went to Edenvale and was told that they were offline, few days after that I went to Chris Hani Mall, they said they were also offline. I finally managed to replace my card at Randburg square and this was after it has expired, I have explained to the lady that helped me and she said that she would make notes on the system, now two months after replacing my card I see my account was in arrears, only to realize that I'm being charged for card replacement!! WHY??? While I was sent back home twice by Nedbank for being offline????