Worst client service

My debit card had a problem so I could withdrew cash. I went to Nedbank Pretorius street in Pretoria and spoke to a teller who tried to fix my card and promise if the problem persist they’ll have to replace it at no charge to me. So the problem with the card continued and I went to the same branch to have it replaced as promised. But to day when I check my bank statement I see I’ve been charged for a new card that was issued to me and when I inquire about it I’m told that there’s nothing they can do but to charge me. I wonder what was I expect since I never had joy when dealing with this bank since I joined them