FNB non-existent loan

Covid-19 loan account *** is appearing on my credit report which is currently impacting me negatively for a home loan application. The account doesn't belong to me and no debut order runs off my account and the bank has confirmed that I share a surname with the account holder. I've been in contact with the FNB call center to get a written letter confirming that I'm not the account holder but no one ever wants to take accountability as I get sent from department to department then the calls are cut. Today, I spent more than an hour at the Meyersdal branch talking the call center and the line for cut/hung up while being transferred. Then called shading and spoke to Tebogo Rakgwale. He said I must report the matter to their ***** department but I refused as I don't see this as ***** and worse of all I don't have time to be going to police stations to register a case for incompetence of FNB employees. I told him I want a letter stating that I'm not the account holder and they allocated it to the wrong person. He consulted with his manager and requested a copy of my credit report which I sent. When he came back onto the phone for the second time we couldn't hear each other and after about 4 minutes he hung up. I sent him an email requesting the letter. I haven't received even as little as an acknowledgement of the email. This account had put a hold on my life and I could potentially loose out a house I'm in the process of buying.

Archie