Cancellation letter

Hi Guys, i have a problem with credit matters, they dont want to send me the cancellation letter after i received a call from Phumla last year saying they are helping people to reduce their bills. she said to me they will need my details, i then send them to her. she also mentioned that if i usually pay R3000 a month they wil reduce it to R2000, i agreed with that now after a month i received a email stating that i didnt pay my bills after they pulled my R2000 on my account. i called then and ask why they didnt pay my account as they told me that they will split the money to my debitors. the lady told me that they will start paying my accounts after three months and i didnt even know about that. i told them i want to cancel everything cause this i affecting my credit records. Phumla said she will ask her manager to call me and send cancellation letter. when i call them they say my name is not on their system,but my credit record is very bad because of them. can you please ask them to send me the cancellation letter.