Nobody stole her identity. Someone stole the bank and then the bank used the "stolen identity" scam to somehow put the burden on an uninvolved third party.
Things will get better when the customers realize they aren't the victims of the thieves. Banks are the victims of the thieves. Customers are actually the banks' victims.
I was mildly surprised when the article quoted a senior at the bank framing the situation as a feeble, lone teller vs a well-oiled theft industry - as if the teller doesn't have resources of a multi-billion-dollar corporation - perhaps they don't and it was an inadvertent confession. In that case, we don't need a "fraud czar", we need laws that make fraud the banks' problem by forcing them to make clients whole when the bank is defrauded by misrepresentation.
Things will get better when the customers realize they aren't the victims of the thieves. Banks are the victims of the thieves. Customers are actually the banks' victims.