No follow up of complaint from FNB

I am disappointed with the way FNB have handled my complaint which was raised on 07 Aug 2021. The only response i have received so far is the reference number (***), but no contact from someone whatsoever. After trying to apply for a personal loan with FNB on their app, i discovered that they had pre-loaded expenses in my name, and one of those expenses was a loan from Wesbank Cashpower Loan, with an instalment of R474 which i am not aware of. I have tried to contact FNB regarding this loan with no luck, after being transferred from one department to the other, i resorted to lodging a complaint with their complain department. Till today i have not been assisted regarding this loan expense that FNB has loaded on my profile. This loan does not even appear on any credit bureau record, nor even at Wesbank - which is more concerning where does FNB (only them) gets this loan details. I am only 2 months with FNB, and did not expect this kind of service from them as a new client.