Avon ********** account

I downloaded a credit score app last year to keep track of my finances. I saw an Avon account on my name and I knew very well I have never opened AN Avon account. I called one of their consultants and was told to send a few documents that included my ID, proof of Adress and a picture of my signatures. They never responded and I sent another email where they told me to send my documents again and I did that. Since last year they haven't responded and I have lost my patience because of how negatively this reflects on my credit score. I have emails as proof as well.