Nonsensical Customer Service and pathetic turn around times

I opened an account in 2018 and now I am being told that I have a second account with them which I have not made any purchases or paid any monthly premiums and I had a statement via email about the second account . Now I cannot qualify for a bond because of this nonexistent account I own. I am highly disappointed because this is a major inconveneince in my life. The worst part is this is going to take 21 days to be resolved this shows that customer satisfaction is not a priority for them, this should honesly be treated as an emergency and anyone who opens an account with buiders should check if other accounts have been opened in their name using the same builders card.