Queenspark - one sided account arrangement

I have had an account at Queenspark for many years. Recently I had an experience that was not so good, that I would like to write a review on. On 20 December 2021 I purchased some articles of clothing and when I wanted to pay for them there was a problem with my card. I want to make it clear that the card is only handled by the sales people in Queenspark. I did not damage the card. One sales lady aggressively swiped the card up and down, removing some of the magnet st******* it. Then they wanted to order a new card and I had to wait. I waited about 30 minutes before giving up, paying cash for the clothing and leaving. The reason it took so long was that customer service was not answering their phone. I was told they cannot process a purchase manually, Days later when I wanted to go and pay my account, then I was told they can process a payment manually. They also ordered a new card for me for which I was told I will have to pay R 60. I feel this is not fair, since I did not damage the card. It feels to me this account arrangement is very one-sided in the favour of Queenspark. I feel if Queenspark damages a card, Queenspark must pay for a new one. Also waiting for 30 minutes for customer service to answer the phone is shameful. We are suppose to be in a pandemic, why let me hang around in your store for such a long time?