eDreams complaint: Refunds

Flights were cancelled by the airline over 2 years ago in April 2020.
Edreams had an automated questionnaire to fill in asking if we wanted a refund or voucher. I requested a refund.
in July 2020 I received an EMD email what could have been vouchers so I contacted Air Austral airline as I did not want a voucher but a refund. Air Austral advised me on email to contact the travel agent (edreams). I had tried to contact edreams but there was no number to call, the chat bot just told me to go to ‘manage my booking’ and it kept taking me back to the beginning. The account also stated ‘the airline has informed us that your case has been resolved ‘.
I had emailed Air Austral to advise how to start the refund process but they kept telling me to contact the agent. I finally found a number to call edreams last year October 2021, they said they need to check the voucher with the airline so I have been going round in circles!Today edreams first told me they still need ation from the airline, I told them I will wait on the call and will not get off the call until I receive answers and my refund as they have continuously told me I will get a refund or they need to get back in touch with me but neither of those things have happened.They then told me the voucher was issued and has now expired. I was told they expire after 1 year but there is no such expiry date on the so called voucher. I asked the airline how to use these at the time after requesting a refund as I wasn’t getting anywhere with the refund..It was impossible to get hold of anyone at edreams anytime before October 2021.They told me today I should have requested the refund with the year of receiving the EMD voucher and now the money is lost! I cannot believe it.
They today told me that I contacted edreams on 13.03.202 to cancel the bookings therefore my ‘Cancel for any reason’ was used for this BUT I DID NOT DO THIS! The flights were cancelled by the airline. I have emails ing the refunds will be in process etc.