Fee for replacement ATM card

Last year I received a new ATM card. The magnetic stripe on this card is not a 100%. Sometimes it works and other times it doesn't. I have contacted my branch and asked for a replacement card and for the charges to be waived. I have been a customer at this bank for the last 24 years. The person that contacted me advised that the charges can not be waived. I told her that according their web site, the charges can be waived if I still have the card. I asked het to give my personal banker a message that I want this charge to be waived and to be contacted. I have not heard from the personal banker since I complained 3 days ago.