Credit Card Retained by Bank

<p>My mother's credit card was retained by the atm machine on Sunday. The bank security guy advised her not to cancel it but to rather return on Monday to fetch it as the bank had retained it. She went to the Chris Hani Mall branch today and she was advised tha the card had been retained as she had an outstanding balance and that she needs to apply for a new card. Please provide clarity on the below:</p> <p>1. Why is there an outstanding balance when she's on debit order?<br />2. Why retain the card only to tell her to apply for a new one?<br />3. Who is going to pay for the new card ?</p>