dissapointed

last year someone made a ***** against my account.i phoned and they said theyll sort out the issue.few weeks later they confirmed that it was indeed ***** and they would write off this credit.it been over 10 months still waiting for my account to be reactivated.im always asked to send documents.this is affecting my credit score and cant proceed with my life.i have not even received a clearance letter from them.im really upset and dissapointed with these people