SAPFS hand over by African bank

In 2014 I lost my ID and someone took a loan with my name at African bank, I called African in 2020 to inform them that it was not me who app**** for a loan someone did it fruadulently and they gave a number to head office but the number was not going through. No my ID has been listed at SAPFS.please help as I want to clear my name and my Identity.