Cell C shocking service levels

Recently, I app**** for a home loan and to my surprise it was declined. I was then told by he bank that it was declined because the banks credit check came up with an amount of R216 that was "outstanding" from Cell C. At that point, I contacted Cell C to ask them why this was handed over to the credit bureau. I have not ever had an account with Cell C. The consultant on the line confirmed that there was no trace of me ever having an account with Cell C. This was in February. To date the amount still remains with the Credit Bureau and the bank will not move forward with my home loan. I have asked them for a letter confirming that the amount is not mine and that I have never had an account with Cell C. I need this letter for my bank to proceed with the loan. Cell C must also remove that tag with the Credit Bureau immediately. Nothing has happened and we are now in April.