Charged for making a new card after being swallowed in ATM

Whilst doing an inter account transfer at a Standard Bank ATM in The Atrium (previously Overport City), The ATM shut down with my card in it. On return to the bank I was issued with a new card and was told that i was being charged for a new card. Being a student with no source of income I found it dissapointing that I had to pay for Standard Bank's fault so I contacted ********** on 06 August 2017. Some time later I visited the branch to find out about being charged to get a new card and was advised to contact ********** which I have already done. On 04 September 2017 I still haven't recieved feedback or a reply so I then forwarded the email to ********** 10 September 2017 I finally recieved a reply asking me for personal information which I didnt feel safe to provide via email and asked if I could be contacted on my personal number or landline during certain time due to being a student and if the times I provided was not good I said that I would be able to find a more suitable time for to be contacted. I recieved an email yesterday, 12 September 2017, stating the you branch is best equipped to assist me with my student achiever pricing guide enquiry. I am uttrly furious by this response, clearly Standard Bank is ever ready to take money from their customers but cannot give a valid reason to why I have to pay for something which is not my fault and not willing to assist me.

Thank you Standard Bank, for wasting my time.