eDreams complaint: Edreams isn’t doing its job (talked with minimum 20 agents for the same problem)

Edreams booking rf: 10287123473
On September 11th, 2022 my wife and baby went at the airport to take a Delta flight to transit in New York in order to come to Canada. They can’t take the flight; because they said, they didn’t have visas transit. I lost $ 1 888.34. Edreams never gave me any information about the visas transit for the USA.
The same day, I bought another ticket ($ 1 672.16) with Edreams for my family to travel on September 19th,2022. On September 18th, Air … sent emails relating to a flight delay (arrival in Paris at 3: 08 pm instead of 7:55 am). In this condition, my family can’t take the next West Jet flight departing at 3:15 pm (times to take their luggage, check-in, switch from terminals 2C to 2E, ….).
Edreams didn’t inform me about this change. Later, they updated their app. It was why, I contacted them early about this situation. I called Air … I also contacted a West Jet agent, even on their website, they specify that if you didn’t buy the ticket directly, you have to be in touch with the travel company. Edreams didn’t contact neither Air … and West Jet to solve as soon as possible the problem.
I talked with 2 Edreams agents. The second told me, my family will travel on September 21st. I have to wait for a phone call or an email. On the 22nd, I haven’t no new of Edreams. I recalled Edreams, the agents told me to contact Air … to change the status to open. After, I have to wait for 12h (an agent), 24h (others), 24h, …. I discussed with minimum 20 agents (I recorded our conversations). I ask them to refund me, if they are not able to find an alternative fly.
On the 23rd, a supervisor called me and said, he will call me back today 24th to finalize the problem; so my family can take a flight on the 28th or 27th. More than 24h, I haven’t received any phone call. I recall again another agent who said again and again to wait for 24h