eDreams complaint: Awaiting refund after four months

I have been awaiting a refund from EDreams for the past several months. I purchased a round trip ticket back in July 2022, but had to change my departure date. I had purchased their Flex Fare option, which states that I can get a refund on my initial ticket. I was advised by the travel agent that I would have to purchase an entirely new ticket and that I would be refunded the initial ticket. I awaited roughly 30 days as it states on the website that it can take roughly that amount of time. Months pass, and still do not have my refund. I call EDreams, and they state that I have been refunded by the airline on 2109. At that time I didn’t see any refund in my bank statements. I eventually call the airline directly, and then was told they do not offer refunds unless it is a medical emergency or death in the family and that they do not have any record in their system on any travel agency contacting them in regards to a refund. I end having to call back EDreams over the next few months, telling them what I’ve been told my the airline, and stating that I still have not received my refund. I’ve chatted with numerous agents, each providing me with different methods, some of which are repeat methods. They’ve asked me to send them my bank statements to show that I have not been refunded, they sent me emails to show to the airline, as well as emails that state that I will receive my refund in ten days. I’ve received at least three emails stating this “ten days”. One agent told me that they received the refund from the airline, after which I called the airline in regards to this, and was told this was not true. I brought this up with an EDreams agent I had talked to after, and was told it was a genuine mistake and that it was not true. The last agent I talked to has assured me that this time it has been processed and I have received yet another email of “ten days”. He stated that he will follow up in 72 hours. This has all been told to me before, all those times not resulted in a refund. The only difference this time is that he provided his name.