Bidvest Bank Have Totally Shocked Us!

My husband and I had a World Currency Card which we used on an overseas trip two years ago. We totally forgot about it until out the blue our daughter paid our fares to UK very early December last year. We put the card into an ATM in UK as we had no idea if there was anything in it. To us it looked like it was nil of funds (we are both quite elderly and not very savvy with bank cards...) Then got a phone call from Bidvest on Friday to say there was indeed money in the card. We had to sign a Cash Out Form. We didn't even know our account number as we had CUT UP the card as we presumed there was nothing in it. It apparently had about R2300++ in in it GBP... We were over the mood t this unexpected 'bonus' as hubby is 78 years of age with advanced cancer so we were very happy. The the lady on the phone said she was charging us R550 'penalty' for not cashing it in and R140? for administration fees. The balance was deposited in our account this morning. We are pretty disgusted that a Bank of such reputation could treat two OAP's in such a disgusting manner. Why charge us a penalty for something that we were totally unaware of? It is totally obscene. Completely unacceptable. Rules are rules, but when a human error has occurred surely, surely a common sense of decency and compassion could be shown to your clients? We will never use World Currency Card again if we ever go back to UK to visit our daughter. You have destroyed our faith in human nature. Do the right thing and waive the penalty charge - it has cost you NOTHING because of our stupidity and ignorance... so why such an obscene penalty charge?