Disappointed

In 2016 my brother went to the bank to have his cheque account closed and for a savings account to be opened, much to his surprise a year later he received a later from attorneys advising of being handed over due to standardbank charges not being paid, he went back to the bank to follow up and he was told the account was never closed, now 3 years later he received a call yet again from attorneys advising they will be garnishing his salary and from R700 it has now gone up to R5000. Why does he have to know bear the brunt and unnecessary cost that was not his fault it was due to the consultants failure to close the account. It is very disappointing to know the bank he has been loyal to for many years has taken no accountability for their mistake and why was he not contacted before being handed over the first time