Listed issue that could not be solved

My son lost his id document around 2017 and he reported it at the police station however years later he went to open a bank account but he was told that he is been listed by standard bank so he can't open any account any were he needs to go and find out what happened. he went at standard bank and he was told that the was an account opened under his name **********ly so he was listed for that then he was told to contact the SAFPS so when we called the SAFPS they told us he is not listed but them he should go back to standard bank they are the ones who can help him but when he goes they take him from pillar to post his life is stucked because of that he really needs help we don't know what to do anymore