No help and making me go up and down

Went to Nedbank Roodepoort branch last year December to replace my expired debit card and the lady that was helping me asked where is the old card and I showed her. But last month I saw that I was charged R144 on the 9th of Feb for the replacement card fee I then called the customer care to find out what was happening. They told me to go back to the branch.

So on the 27th Feb I went to the branch and they told me that they can't help me as I can see that there have been some changes, they are no longer a normal branch but express now,they told me to go to westgate because the nomarl branch has moved there.

So I went to westgate but the queue was very long I couldn't stand it and I went back home. Then yesterday the 8th March I went back to westgate and they told me that they cannot help me I must go back to Roodepoort branch and there is no way that they can't help me because they are an express branch so I must go back and I couldn't go back there anymore.

And according to my knowledge you are only charged you have lost your card