Passing the buck

I called the ***** ealier on to report that someone was using my home address **********ly and a guy by the name of laurane answered told me that what if the guy user to stay there and I explained to him that I have owned the property for o er 18 years and the account from the statements seems to have been opened in December he then told me to call enquiries to whom a lady answered who then told me to call or email administration as they was nothing they could do to my amazement was shocked at how FNB does not care about ***** and that someone might be using wrong details to obtain an account hence I reported the issue using my own resources but what I got what utter ******* to be most polite can someone who cares in Fnb assist me with the removal of the address as I do not know that individual at all