OPEN TICKET

last year I negotiated with Ethiopian airlines to cancel my trip to Malawi as I had an emergency, they agreed and even send me an email from their employee called Mr/Ms Yeoubdar H indicating that ALL IS FINE AND I HAVE AN OPEN TICKET UNTIL THE 9TH OF DEC, the email was send from (***), Now when I want to use My Open Ticket now I am being taken from Pillar to Post, and I urgently need to travel, May someone please help with this level of Frustration