Risk 3? Need to be removed

Good day, I've tried the ombudsman of banking but they said they will only respond in 2 weeks?? Me and my husband app**** for a bond with FNB. We bank with them. they declined it saying i was a risk 3 and had to go to a branch which i did. They say i opened an account in 1997 at Centurion branch. I did my matrix in 1996 i started working in 1997 at Saambou Bank. I lived in Sunnyside didn't have a car. How must i get to Centurion to open an account if i dont have a car. They say i must first pay the R10 481.14 which is now fees that accumulated since 1997 before they take the risk off? How must i pay for something i don't know off? They didn't even contact me. Why did the account accumulate so long? IF this is not sorted i'm going to loose the house please i need feedback and i need it to be sorted quickly. I only have time until the 2nd of October. i did sent an email to care@fnb but they only sent me a ref nr of 760670