Account stopped

Hi there Someone reported a ***** on my account and it was stopped i dont know the person,I've been using this account for years, submitted all the required documents,I've been trying to have them to resolve the matter since 2022 .I went to the branch several times and they told I need to come with the person who reported this *****, like I said I don't know the person and they are the ones who have details of this person.....