Terrible service

I am extremely disappointed in the service I have recipient from African bank and their good for nothing website. I app**** for a loan around 3 weeks ago. They blocked my profile due to a cellphone number I don't know. I had to go to the branch anyway, which I did to retrieve my profile. Received a one time pin that was supposed to help with retrieving the profile, which was invalid when I left the branch. I have phoned multiple times and no one is able to just give me an outcome.