Internet banking profile wiped - due to staff replacing cards for no reason!

My husband has had a STB account for almost 30yrs. He has also had the same cell-phone number for the past 20 years. 2 issues: 1) Somewhere, someone keeps changing his cellphone number to my son's number. They don't even have the same initials / address. This has been a problem for the past 5 years, and keeps popping up whenever cards has to be replaced. 2) Now again, with his Credit Card that has to be replaced, again you have my son's telephone nr + even wrong address. My husband spoke to Nolohiso Sakele on Thursday, 26 Aug. She corrected the address+tel nr. But, at same time, made a note that he insisted on replacing his cheque card, which is not true. This morning he wants to do Internet banking to pay debt, but suddenly entire profile wiped, with only his C/Acc showing. Beneficiaries gone + history gone + C/Card linked to profile also gone. Nolohiso denies this, claims that his entire profile is linked to another card (which we are not aware of).... ending with "1814"....we don't know this card. The card he now has, expires in 2025, which he received Nov 2020. Also spoke to Sinenhlanhla Hlope who established what Nolohiso did. We've been on the phone for hours now, trying to fix this problem. Nobody can figure out why his internet banking profile suddenly, overnight changed / cards deleted from his profile / unknown cards added etc. Sounds like someone has had access to his Internet banking profile and made changes. More concerning..... this so-called new card he "demanded" is now sent out to who-knows where.... why would that happen? Sounds like some staff involved here.....??? Why replacing a card that doesn't need replacement.... and without our consent......and then lie about it?? Please help us, as nobody is taking responsibility here!