Complaint about Finchoice

I would like to lodge a complain about Finchoice, I have a loan with them and I'm about finish it my child was playing with my phone accidentally app**** for a top up loan immediately when I realise that I emailed finchoice saying they should decline it since I did not apply for it and I do not need it and also made a call to their offices and they told me they can't assist me I need to make an affidavit, I went to police station and did my affidavit and forwarded to them still no response was made in regards to my matter, came to my surprise this morning that they had processed the loan without me approving and I did not even send my documents for the proof that I'm applying and after I have told them sevaral times that I do not want this loan