Standard bank delayes ***** case

Hi Hello Peter. On the 31st of January 2018 I lost my identity document and bank accounts I reported the matter to the nearest police station. recently I found out I'm being blacklisted I did follow up on the matter I found out that "I took a loan from standard bank" surprisingly the loan was approved in my absence and I have no clue of that loan . On the 24th of October they emailed all necessary documents that were needed to open the case at ***** department. A member from standard bank said I must wait for 10 days to receive a message. On the 14th of November 2018 I did follow up at standard bank only to find out that my application was never processed I immediately faxed my documents again to the fax provided from ***** department at the moment. The process is very slow and I feel like Standard bank doesn't take my matter seriously. And I'm also starked please help on this matter. Phiwile h