Account Opened with Lost ID

good day i have a case which I reported to capitec in 2012 ,my car was broken into and personal belongings were ****** including my ID document, Case opened with SAPS .a year later an account is opened with capitec and with bank B , a loan is taken out at bank B and the money transferred to capitec ,I reported this to capitec for them to investigate and close this **********ly opened account and provide a letter to prove that i did report it and provide all the reuired documents to prove it wasnt opened by me .till this day its never been closed ref number : ********** 9. please assist i need this resolved as its affecting my credit