African bank, putrid service

I app**** for a loan with African bank in August. On the 14th of August I was approved and it was disbursed into an African bank my world account. Little did I know it's not the same account inopened in 2021. I then went into a branch to activate the new card. I was unable to activate as my biometrics doesn't work. I then subsequently was forced to apply for a new ID. All this time I do not have access to the money and the Head office of African bank says they can't help me and keep in referring me to the branch. In the meantime while I have paid my first installment and still don't have access to the money. So I am in essence paying for something I have never used. Secondly, I am unable to access the app because it needs to be reset and because the branch cannot access my profile they can't reset it. I am beyond frustrated because I am getting no where. I need help. I don't know what to do or even what my legal rights are.