Standard bank's failure to solve a problem

My cousin's ID book was ****** and the person who stole it went and took a loan at Standard bank. My problem is that standard bank did not do the necessary checks because banks are supposed to do Online Finger Verification to make sure that they are assisting the right person... It's clear that they didn't do it because had they done it, they were going to pick up that the person applying is not the owner of the ID. Even after countless communication with Standard bank, they haven't helped clear my cousin's name or done anything to assist her.. My cousin is blacklisted now over a debt she didn't take...