Capitec cant help me on time.

I Recently tried to apply for a loan from Capitec direct lending. normally it takes less than a day. I followed up many times after 2 days many consultants (including on WhatsApp) couldn't help me. until I found one who was competent enough (I forgot the name) He explained to me that there reason why it is not being approved is because Capitec has a duplicate savings account on my profile, they do not know who created it and how. as a result when I call the call centre I can not be verified because the system is detecting only the new account information. I have had my savings account since 2019 and my salary get paid into this account. it has been 3 weeks now I went to branch, they say the matter is under investigation, it has been with specialist for sometime now, the branch cant assist with anything. how on earth does it take this long to cancel the mistake they did on my profile? I need answers from Capitec before I decide on alternatives.