You’re ruining my credit record and being highly unprofessional

They have put a loan unknown to me on my credit report in December which I queried within hours of receiving the report. Was asked to send confirmation from the bank that the loan is not under my name. Which the bank sent through to Experian. Later I receive an email stating I must get some other documents. Why when the bank confirmed that I don’t have a loan??! This is very shoddy and unprofessional on their part. This script keeps changing what must the affidavit say because it’s not a case of identity theft. Clearscore messed up and mixed up information. The bank confirms there’s no loan. These people must fix this ASAP