Nedbank Musgrave bad service experience

My nedbank credit card was retained at an ATM, I understand that this happens. What concerned me was that my slip says my card is cancelled because it was reported ******. This is a new card which I collected a month ago, the card has been in my possession the entire time and I have used it recently. I did not report the card ******. I visited the Nedbank Musgrave Centre branch to enquire why was the card reported ****** and if i could order a new card. When going to the branch, the lady by the name of "Za" attended to me (she did not have her name badge on and I had to ask her what her name is, hence I may have the spelling incorrect). After explaining what I need to do she says I must try the card at the Nedbank ATM, now i am wondering what card should i try as my card has been retained. But instead of listening to me she kept cutting me off with solutions that does not help me in anyway. Third time around she said the only thing we can do is order a new card, but that still doesn't put my mind at ease as to why my card was reported ******. I showed her the slip from the FNB ATM which clearly states the card was reported ******. The Nedbank employee further tells me that is a standard message that FNB prints on the slip. Now, me working for FNB, i know that this is not true, so I asked her how does she know this and she says she is assuming so. So does Nedbank employee staff on basis that they can assume things and tell their customers? There was no sense of help being displayed and I was not going to stand in a banking hall and let a staff member tell me their assumptions as assumptions does not help me in anyway. Now it makes sense why i waited more 26 minutes when i originally collected the card from the branch because they are working on incompetence, no sense of help and base their solutions on assumptions.