Unauthorized credit enquiry!

I downloaded Capitec Bank's app on the 28th of September and started the process of opening a transactional account. I DID NOT APPLY FOR ANY CREDIT PRODUCT however a hard enquiry was done on my credit profile!

I called them and they said they don't know about that enquiry and their credit department said their is no application on their side. I even disputed this with Experian but the dispute flag has been removed on my credit profile with this enquiry still there!

I was warned about Capitec but did not listen and learning the hard way now from the point of application. Why would you do a credit enquiry without my authorisation or having had app**** for any credit? Worst part is I was fixing my credit so that I can apply for their access facility but I'm definitely staying away from them now.

I'm so upset and don't know who can assist get this hard enquiry off my profile.