Refusal to cancel application at ITC

I made a decision to go under debt review and a few days later I cancelled mainly because of the poor customer service that I was receiving from their consultant Veronica and I escalated the matter to a Valencia who was said to be Veronica's superior but now they refusing to take me off their program by refusing to send an instruction to the bank that I have cancelled my application. Valencia keeps giving me random numbers that I need to call whereas it's their duty to send the instruction to the bank.