eDreams complaint: eDreams refuses to accept our cancellation policy we have purchased

We purchased a flying ticket on Nov’ 25th 2021
Due to Covid 19 (Corona) the flight was cancelled by the airline company.
We already purchased a full cancellation policy (extra services) such as “Cancel for any reason guarantee” (added
47 US dollars) and “Date change option” (added 42.62 US dollars).

Since the cancellation in December 21 by the airline company (Denmark became “red country” due to the Covid 19 outbreak) we have contacted the airline (Lufthansa) and the travel provider (eDreams), we have been told by Lufthansa to contact eDreams , We chatted with eDreams at list 15 times in the last 6 months. Lately we got an answer from eDreams that flying ticket is not refundable (that’s not true we have all documentation that approved we purchased all relevant policies for cancel or change). We have sent all documentation to eDreams including the cancellation policy but failed to get a response due to false e-mail address.

Lately I checked about eDreams in Facebook and I found many groups that complain about eDreams fraudscum,
for example:

EDreams Fraud
Opodo eDreams Class Action Lawsuit
NEVER Edreams AGAIN
Edreams a Nightmare
EDreams Scammers

So far almost 7 month passed, and we still didn’t get any response from eDreams, After hearing other disappointed
customers we have been told that the only way to get refund or any response from eDreams is to open a case in
Internet Crime Complaint Center.
If any documents required we will be happy to provide it.