Poor and appalling branch teller service

I sent my mom to withdraw money at a nedbank atm vanderbijlpark, unfortunately due to incorrect pin entered the machine retained my card, thereafter i came to the branch and was given my card. I attempted to withdraw using the same card, same branch (i entered the correct pin) but the machine retained my card again. I was told they will call me and send the card to me as i was in a hurry, The gentleman at the ticket desk was very helpful, however the teller (teller 8, i didn't get her name) that assisted me was very rude and dismissive. She told me i have to pay R145 for a new card without any explanation, Nedbank vanderbjlpark please train your staff to provide us with adequate information and not to dismiss your clients as if we are pests or asking for handouts. I have no card not even a temp card, as i was made to feel out of sorts.