Bad reporting processes and procedures from a bank

When enquiring about my loan from capitec bank I was always told that I did not have a loan which I knew I had. When enquiring at a branch level or call center they could still not pick it up. Capitec bank even sent a letter stating that my loan was paid up. Until recently when I received an email stating that I still owe. After further investigation by myself I picked that Capitec bank created two profiles under my name but did not bother to link them. Enquiries done using my id number or passport number return no record of a loan. Now capitec decided to hand me over without bothering to fix this issue with reporting. Capitec cannot explain why I have two profiles or why they are not linked and all this time giving me the wrong information that my loan has been paid up. They decided to list me as a defaulter while I was busy with a home loan application. Had I been given accurate information I would have settled this loan a long time ago. Now I'm unable to get a home loan due to their bungles.