Days go by with now answer and mails are sent that are not helpful!

Laid a complaint of FNB'S website the other day. I received an sms stating that I have taken up a temporary loan and any deposits made into my account will be taken for said loan. I never app**** for the loan and thank goodness its not on my profile. However all FNB'S Temp loan department does is send you a mail to go to the closest police station and lay a charge of *****. How exactly do I do that if I do not know whom to lay it against? All I asked for is that you phone me and check on my profile if there is an suspicious activity? Perhaps I only received the sms in error, did that perhaps cross your mind? Your service is appalling and distasteful, how you portray yourselves to be the best is a lie just to lure customers in.... Be sending me a mere mail is a disgrace and is borderline cruel!!! You guys have no remorse nor feel anything for customers.... SIES MAN!!!!