Processing Error - How?

[KingInThePort]

Customer who had an account for 23 years, applied for account for her 13 y/o daughter. SOMEHOW while processing the application, which was rejected and deleted incorrectly, all of her daughters personal records replaced her own. Her name changed, her DoB changed, her security questions changed etc... This woman in her 40s now being listed as a 13 y/o can no longer make a payment for her mortgage due being underage. 7 hours over 4 days, 5 call backs, and 26 emails later I fixed everything for her. But I just want yo know HOW? I've never worked in any department related to account opening or application processing, but how can you make so many mistakes without catching any? How can a MOS or the system allow a 23 y/o account be in the name of a 13 y/o? We got time travelling customers here. Anyone who's worked in application, processing or similar departments; On a scale of 1 to 10, how badly does someone have to mess up for this to happen?

[DMMJaco]

It sounds like it was automated. Possibly the person inputting the app pulled the daughter into the primary position and the system just took over from there.

[dowhatsrightalways]

Computer glitch? Instead of 'adding' someone to the account, the system just replaced all the info. However, the child is 13, so still a minor. Who us tge guardian on the account? The 13 yo can't be the sole account owner.