eDreams complaint: Airline cancelled flight but eDreams will not refund

I booked a flight through eDreams from Sydney-Valencia, booking reference 8275072304.

I contacted eDreams in February to request to cancel the flight due to a wedding being cancelled, and received an email response from eDreams that my flight was not refundable, and I can request a refund of airport fees, and advised to contact customer service.

Shortly after, I found out the flight was cancelled by the airline, while my cancelation request was still pending. I contacted eDreams via phone to advise them (as the flight was still listed as active in my account). They said the flight was NOT cancelled by the airline, and my request was still pending. I asked them to void my request, since it was still pending, and asked for ation the flight was cancelled. They said they would contact the airline and get back to me in 72 hours. I never heard from them.

A few weeks later I called again. Once again I was told the flight was not cancelled by the airline. I asked that they contact the airline to , since I already had ation that the flight was cancelled. They said they would and get back to me within 72 hours. I never heard from them again.

I called again a few weeks later, and this time was told the flight WAS cancelled by the airline, but that my request for cancelation had now been processed and I would be refunded only a very small portion of the flight cost for airport fees.

This is despite my account STILL having the flight listed as active, and my request still listed as pending, to this date (2 June 2022), 1 day before the flight was due to depart (3 June 2022).

The flight was cancelled and the full money was reimbursed by the airline to eDreams. This means they are fraudulently keeping my money instead of returning it to me. It seems to have been a deliberate attempt to defraud me of my refund, as I had to notify them several times that the flight was cancelled, only for them to tell me the flight was going ahead, and then finally try to say that because I had requested to cancel, I couldn’t receive the refund for the cancelled flight. Even though several months had passed where I was told the flight was proceeding, and my cancelation request was not processed.

The person in the final phone call also tried to claim that I had approved a significant time change to the flight. I had not approved any such change. I did not approve this through my account, online, the app, via email, or via phone. No approval took place for a significant time change to any flight. I was not even notified what the change was.

I requested for the issue to be escalated to a manager or supervisor and was told there was no manager or supervisor. I was advised to submit a complaint claim form instead on the website, however could find no such form.