I'll recommend him using https://www.bitcoin.de/de
everything is written in german, perhaps that gives him a little bit more comprehension how to get some bitcoins.
Related to his mail i don't get his problem...
If he wants to add funds to intersange, he needs to transfer the money to the given account. All he needs is to add the uniquie code in the subject of the transfer, so that they can sort it to his account. Perhaps there is a bit confusion about the bitcoin address and his bank account, don't know.
I'll also offer you, to talk to him in german, if that would help