Need help

I requested help from FNB to investigate the home loan ***** case that is pending under my name indeed it was discovered that someone was trying to get a home loan with my ID but it was declined so now for me to be cleared under ***** list there is an email that was supposed to be sent to me by FNB stating that i'm cleared i was told that the email will take 48 hours to receive the email now it's more than a week of waiting for email now I don't know what to do or where to go.