eDreams complaint: Cancellation, refund, and prime member support

I purchased a return ticket from Auckland to Vienna via Edreams website. I also paid extra for the special support service saying I can contact a travel agent if any issues come up with my flight. My flight is on 21 August 2022. I received a notification saying my return flight has been cancelled and I wasn’t provided with any alternative options. I contacted the edreams website and they said they get back to me with an update in 48 hours which they didn’t. On day 3, I contacted Luftansa directly and they said they have an alternative available, but it needs to be ed by Edream website. I contacted edreams again and I was told they don’t have an update and will let me know about an update in 48 hours. I advised they were supposed to provide an update 3 days ago and they said they are sorry. I tried to contact the special support service I had paid for, for extra. When I called, I was told I cannot use the service. I contacted Edreams and they said it might be a technical issue and I can try the number in 2 days. This is so frustrating. No one has been helping me with my issue and they just keep operating and selling tickets to people. Why no one stop them? They are scam. I still have no update on my return flight and they say I cannot cancel either because my ticket is non refundable. It’s like it is my fault that the airline has cancelled my flight.