Multi loan that i did not take existing on my ITC

I took a loan with Capitec bank of 12months contract last year and after doing an application they asked me that I was being offered a multi loan and I declined that multi loan I only accepted the personal loan that I was offered. Then now I was trying to apply for another one at old mutual they declined due to my ITC they telling me that I have more than one loan with Capitec which is I only know I have one and they said its a multi loan. I contacted Capitec bank they telling me that yes I was offered a multi loan besides the one that I took and I told them yes but I did not agree to that multi loan never even signed any contract but is it reflecting on my ITC cause now its affecting my credit score. This agent said to me they do not give me the money but it as if I have a loan with them cause it was left open the agent that was helping me did not close it. I am so frustrated cause now telling me I need to go to the branch what time must I go cause I am always at work and remember its not my fault and I need this multi loan removed in my ITC cause I never took that loan I only have one loan with Capitec a personal loan all this others I do not know need help agent. Thank you