Poor Service from Santam

You've just resuscitated the account that is no longer in existence. This account is reflecting in major credit bureaus and is impacting negatively on my affordability when I do credit assessments. The account in question is ***. This account is in the 1st policy schedule that was provided to me when I joined Santam in 2016. When I insured my new car in 2020, a new policy number (***) was created instead of continuing with the existing account number. I've tried to explain this to the two service agents that I spoke to, and both were not willing to assist me. They kept telling me that the only account in their records is ***. I have a policy schedule with the same account that they claim it doesn't exist. How was the 2016 policy schedule generated if the account number doesn't exist? Can you please look into this as a matter of urgency. This is affecting my livelihood. All I need is letter stating that the account in question is either closed or not in existence.