Identity
Account on my name

I was busy checking my credit report I saw that an account was opened on the 16 september 2013 of which I know nothing about and I have never lost my Identity document I phone Identity I gave them my ID number they say they don't pick it up on the system it means I don't have the account with them, I told Sadika why is it on my credit report she told me that the account was declined the cellphone number is not mine as well as the work telephone number I asked them if it was declined why it is on my credit report it seems like they don't know why is there call centre cannot answer my question and new account department cannot answer my questions can you please help as I want Identity out of my credit report