Account Dispute taking 5 months!!

A ********** account had been opened in my name in 2015 and I disputed it in July 2017. I was told it would take 5 weeks for the whole process to clear but now it's been 5 months. I went to Edgars in Rosebank and I was told the ***** department had sent a request to have my name cleared on the 5th of September,which has clearly been a lie all along. I again went on the 2nd of Nov and again yesterday the 20th and only then did they say they will send the request and call me today in the morning. I have been calling trying to reach a lady called Vanessa Nobantu all morning and I have been neglected and ignored. I'm trying to get clarification as this entire thing has my life on a stand still and I fail to understand why and how people can be so negligent and simply not care as to what happens to customers. I simply need the request Vannesa claims was sent on the 5th of September so my name can be cleared the very same day as compared to them sending a new one which I was advised would take 7-30 working days.