FNB DEPT REVIEW

Ive tried for more than a month to get a solution from FNB about a dept review I allegedly have on my name. Apparently its more than 10 years ago. No one can assist me to get it off my name. I bought a house last year, and a vehicle without any problems. So how can that be on my name. I am trying to get a consolidation loan from FNB. After all FNB is my bank. I feel that my money is not good because who am I? I did email the head office but with no successful resolution. FNB could not worry about their clients.