Home loan not take up

I submitted a home loan application in July 2024 the application was approved with a condition to sell my existing property, before all that was done the property got sold to another person and Absa withdrew my application however they went and listed it on my credit profile with credit bureau. Since the bond was not taken up Absa did not update that information with credit bureau and until now this home loan reflects under my expenses. I reached out to Experian disputing this expense, they willing to remove it provided I send them a letter confirming that this bond application was cancelled from Absa. I called the call centre numerous times without any assistance instead I am being sent from pillar to post. I emailed credit bureau @ absa with all supporting documents on the 25th Nov requesting them to provide me with this cancellation letter and there has been no response from them. I called home loans applications spoke to Nabeelah Felix who told me straight that they can’t assist me with the cancellation letter I even asked to speak to her supervisor but she wouldn’t let me instead took my details for someone to call me back which isn’t going to happen anyway. I am trying to get another home loan through another bank and this not taken up application is blocking me. Can Absa remove this application from my credit profile or provide me with necessary documentation so Experian can help. This is ref number they gave me on the 25th Nov C-***8 which I believe is not allocated to anyone. Now this is the second time I am complaining about Absa in less than 30days, clearly the service is shocking