Horrible customer service

I am appalled at the service we have received from Nimble group and Jet. My husband lost his ID and in 2017 and a ********** account was open at Jet retail store in his name. He reported it to jet submitted an affidavit and ID as advised by someone in Jet Rustenburg. 3 years later while we are in the process of purchasing a house, we were declined by a number of banks because my husband had a bad credit record due to jet account that we know nothing about. He contacted Jet and he was told to contact nimble group. He spoke to a lady called Mbali Ndlovu who informed him that there was no record of his affidavit or any document. She told him to resend the documents to ***. That was 26 January and we have not heard anything from her even though we have tried to email her or get a hold of her. When we contact nimble group we are being sent from pillar to post. We finally contacted the norlam attorneys and we were informed that nothing was being investigated because Mbali just sent the documents with no request for anything therefore nothing was done. The service at nimble is pathetic, Mbali clearly has no customer service whatsoever. Nimble group as a whole is useless. How can a person have accounts in arrears when they were never informed or contacted. If it was not for the home loan we would have not known. How does Jet allow people to open accounts using another persons ID. W didn't even get a reference number, how do we even follow up on anything. I am disgusted really