debited for a loan i never app**** for!

2016 December, this is when I had debits for reference Getbucks on my account statement. I reversed and stopped the transection but it continued fro the entire year of 2017. I had tried with fail to close the account. finally the debit orders stopped, but my name was never removed on the credit profile. now I app**** for a home loan. I called for them to provide with a letter that I do not owe anything. Henie Grobler sent a statement, it has been 4 days trying to get hold of him so that he can send me a better explaining letter. apparently he doesn't have an extension. left him emails but no response.