I agree with your advice to your son. With that kind of hassle, I would gladly give up the points to avoid the the wear and tear such aggravation and irritation causes. He has to determine which is more important.
Odd that he’s locked out of accessing his bank accounts online..If he’s gone to different branches with proof of WHO he is, has he been told WHY there is still a problem? No bank officers in any of those branches who could take care of it for him?
I suspect this crap comes from corporate and local staff have no idea.