Personal Loans

I am trying to apply for a homeloan with my own bank ie First National Bank. The loans department came back to me advising that they require a paid up letter for a Nedbank Person loan - THAT I DIDN'T EVEN KNOW I HAD. I contacted the Nedbank personal loan department and was referred to their Legal Department. Trying to get hold of them for more than a week I was told that I was given the incorrect number. When speaking ot the Legal department I was told that they cannot find anything regarding the homeloan but they can see there was one taken in 2003. Okay, so we are in 2015 now and STILL NOBODY CAN TELL ME ANYTHING. I think this is unacceptable that Nedbank has since 2003 not even tried to contact me and I WAS NOT AWARE OF THIS. This is putting my homeloan on hold now and might take 3 months to sort out. I need this sorted out TODAY not Today in 3 months. So for 12 years this has now interest etc etc.... This is unacceptable.