Loan account number not generated

Hi I have opted for a loan online via app. After all document verification online my loan got approved and an eagreement got created. I signed it and the amount got disbursed to my account. I never received any email from the nbfc. There was no communication. I wanted to recheck the loan details as to see what and when is my emi but the app failed to show. I logged in to different portal with my phone number but it never reflected any details of my loan. Finally I called the help desk to enquire and even they were not able to track it.I raised a concern as I was aware that the emi will hit my cibil. Now I have started getting calls from a backend team and they also dont have the loan account number.The backened tem niw wants me to sign the agreement and they will generate the a new loan account number. Now I am worried as one of my friend suggested not to sign any new agreement as when the old one will reflect I would be asked to pay both the amount and to settle this glitch I will have to go through a lot then it might get fixed. If there is no loan account number ever generated will they be able to ping my emi bounce in cibil?