Withdrawal letter from One debt

I have been under debt review since March last year with one debt so this year I decided to quit,I called them trying to explain my situation to them and asking them to send me a withdrawal letter that shows i am no longer under debt review,the consultant agreed to help me and said I should send her an email explaining that they should send me that letter till today I haven't received that letter and this has made my life difficult because whenever I want to pay my account I am sent back to them my creditors dont want to take my payments due to that I haven't got the letter.I tried to call them again on several times and I would b put on hold for more than 20 minutes and some of the consultants would hung up on me.I am pleading help so that my life can get back to normal again they blocked my everything