Unablt to open account or close supposed open account

Dear Capitec Customer Service,

I am writing to formally raise a concern regarding my inability to open an account through your mobile application. Despite multiple attempts, my application was declined due to an alleged existing account linked to my ID number.

Upon contacting your call center (***), I was informed that there is an open account for a minor under my ID, supposedly for a child born in December. I wish to state clearly that I do not have any children born in December, nor have I authorized the opening of such an account.

Following this, I visited one of your branches to resolve the matter. However, the branch agent confirmed that no accounts are registered under my name. This conflicting information between your call center and branch staff has left me unable to proceed with opening my account.