loan account

My loan account was blocked because of an apparent ********** loan application in 2009 which I do not know off. No one wants to help as I tried to get to the bottom of this. consultant just told me there was nothing she could do. I asked for the manager and was told she was in a meeting and couldn't come. If my bank can not help me with my financial situation who can.? I need that loan block status removed or else we must get to the bottom of this. I must also be advised to get my salary with another bank if that is the case because capitec is not adding value to my life.