Unsatisfied service

To whom it may concern. I had issues logging into my money app account, deleted it and then installed it again.App is working fine but now i see i have a personal loan added to my account which i did not make and the it says the next debit order is the 1st of November. When i called customer service the said i must go to the police station to get an affadavid and mail it to them so that they can investigate. Why must i go through all that trouble. I demand an investigation or i will simply close my account.