Nedbank is truly pathetic

Went to Nedbank in Cape Gate shopping Centre as the previous day their ATM swallowed my Granmothers card, when my gran and got eventually got into their branch, they refused to fetch her card out the ATM which is right there amd proceeded to charge a 87 year old pensioner R140 to replace her card instead after saying they will not empty the ATM now to retrieve her card. Very very angry with them and with that my granmother would switch banks