Poor Customer Service

I have been in debt review for the past 3 years and my debt advisors dealt with the payments of all my debt. Finally I have paid up all my debt and currently requesting paid up letters for all my accounts. I had a loan with Lime Loans, but finished that in January 2021. When requesting a paid up letter, they could provide me with that, but then I noticed that there was another account on my name. The ID number is the same as mine, but the names are completely different. The loan is not mine at all. My debt advisors have sent me proof of payment for that account that they have paid every month (It comes to just under R1000.00 that was paid to an account that is not mine).I have emailed the Lime support team and dealt with Rachel, but it has been a few days now and no response to my emails. The refund we can worry about again, for now I just need a letter stating the account does not belong to me. I need my clearance certificate urgently and this whole thing is holding up the process of receiving my clearance certificate.