I am not getting the assistance I need from them

I app**** for a current account with FNB in June, during that process I found out FNB activated a current account on my name which I was not aware of some time in May 2015. I logged an identity theft query with them. These accounts have since been closed according to the consultant that assisted me. I requested a confirmation letter but she said she cannot send it. now the account that I app**** for in June was activated and as far as I know it was now supposed to be fully operational, to my surprise when I tried to use it last Friday the account is still frozen and the branch couldn't assist me because they do not have the answers and the consultants at their call centre have very different information on this issue. one of them said I need to get a protection letter from the SAPS, the other said there was a letter issued to me but they cannot tell me where the letter was sent to and FNB has my email address they couldn't have used my postal address because they have a wrong address and I alerted them about it but was advised to correct it at the branch.<br> I do not know what to do anymore because I am now inconvenienced as a result of lack of communication and contradictory info.