Poor Service - Promises not kept

I'd like to express how disappointed I am in the service I got from Nedbank in past couple of days, I went to an ATM to withdraw some money and unfortunately my card got retained by the ATM, I then cancelled my card immediately on the app and ordered a new 1. To my surprise I was then charged a card replacement fee which I am disputing as my card not lost or damaged due to my negligence but was retained by a NEDBANK ATM which I had no control over, I logged a query with Nedbank about a week and half ago and I have still not received any feedback with regards to this, to add on to this the courier company called me and told me they will deliver my card today after I had to call Nedbank and follow up about this as well, I understand we had public holiday in between but keeping your client in the loop and maintaining service as promised is never an excuse and should never be especially for a brand like this. I am disappointed and really left with a bad taste in my mouth to say the least. Should I not get any feedback with regards to this by tomorrow then can someone from Nedbank atleast advise how I go about closing the account if that's not too much to ask for as well seeing as asking for service is really too much and an inconvenience for Nedbank