I would seriously look into the legal implications of this considering it’s a bank. I deal with access issues in my job, and only one database that I work with allows me to look up a password. With that one exception noted, every single database holding passwords is encrypted and I can only reset the password for a client.
That someone had the access to his raw password is troubling. That someone had the inclination to look up and change his password is frightening.
Yep, the bank’s response to the customer is bizarre... “We fired the guy,” instead of “Sorry, sir. Won’t happen again. We’ve fixed our entire laughable security system.”