eDreams complaint: Haven’t receive my refund its been a year

I attach all the information and that I have booked my ticket from Beijing, China to Johannesburg, South Africa on 21 March 2021. The flight details are as follows: From Beijing to Johannesburg on Friday, 12 November 2021.

I had to cancel this booking and did so on Wednesday, 5 May 2021, for more than 7 months, prior to this flight. We canceled the EDreams App.

The EDreams website s that the normal waiting time for a refund request and subsequent payment is 90 days but due to Covid and high volumes of refund requests, it now takes 3 – 6 months.

We waited 7 months and then started phoning your call center at 8 and the operators could not until today give me any reason why I am still waiting for my refund to be processed.

We phoned on these dates and spend the time in brackets on the line waiting for assistance which we did not always receive:

1. 29 November 2021 First Call 17:22 (15min:43sec)

Second Call 17:39 (8min)

Third Call 18:05 (9min:07sec)

Fourth Call 21:26 (21min:36sec)

On all these calls the operators informed me that the system is offline and I need to phone back in three to four hours’ time.

2. 30 November 2021 First Call 16:35(21min:28sec)

Second Call 22:22 (15min:17sec)

3. 14 December 2021 One Call 21:48 (22 min)

4. 14 January 2022 First Call 18:16 (54min:59sec)

In my last conversation with an operator, the operator informed me that they did pay my refund in the amount of 17.23 Euros but I paid 1,052.46 Euros for my tickets in March 2021. The operator also informed me that the airline (Singapore Airlines) will not refund the whole amount and the amount paid is all that EDreams will refund on my ticket.

I want to know how is it possible to pay 1,052.46 Euros for my ticket and then after canceling more than 7 months in advance only receive 17.23 Euros as a refund. This can not be the whole refund amount due to me.

I request that you investigate this and pay me the balance of my refund back to me asap, as I have been waiting since May 2021 for my refund.

This is an email I have sent to Edreams numerous times now, but have not received any feedback, I have tried to contact Singapore airlines, but no help from them either. Does anyone have any advice on how to get this matter resolved it has been more than a year now