What a stupid thing to do. Some jealous peabrain with an axe to grind is hiding behind the system. They need to lose their job over this. In the old day’s the bank may have given the victim a toaster or microwave to placate her. Now, she may want a new Smartphone. or a waive of mutual fund fees.
Most likely some “friend” or relative filled out one of those cards and sent it into the bank. From there, it’s all automated.
Maybe it was a hacker that did nothing other than have some fun in the database. Then they waited for it to show up in the news. Proof positive to their friends that they really did what they said they did.