Garanti BBVA review: Credit card

I am a loyal customer who has been actively using Garanti BBVA credit card for a while. A few weeks ago, as a result of unauthorized withdrawal attempt, my card was cancelled and renewed for security reasons then sent to my address. When I received my new card, I inserted my card into the ATM near my house to activate my new card's password, entered my password and was able to view my accounts. However, my card was not returned by the ATM and was retained. I called the customer service representative and explained the situation. This time, I was told that my new card could not be taken from the ATM and given to me, that this card should be canceled for security reasons and that a new card would be printed and sent again. How can this be? Do I have to go through the hassle of constantly waiting for a new card? As a customer who actively uses a credit card, I have a complaint against Garanti BBVA.