Fnb services

I previously logged a complaint due to credit applications on my profile, I was told I will get a call back, only to get an email that doesn't apply to me saying I did the checks, I did not do any hard credit checks through fnb like tye email says, I respond saying it was not me, that was more than a week ago and I still didn't get a response, I need this removed as it's affecting my itc. Been with this bank for 3 months, time to change again