Lastminute complaint: incompetent

I talked to a qantas operator who transformed the flight into credits so that I could change the date and destination of my original ticket. This is due to extraneous circumstances (my return ticket was booked in urgency as a family member was airlifted to ICU). 
 
I purchased full flex insurance with the impression that it would allow me to change my return flight, but was later been informed this is not possible. Full flex insurance was bought hours before the journey started and was only able to be used before my first flight – this is highly unethical and a refund was not given.
 
I had to change my ticket on the 30th nov due to my evolving family situation, I contacted last-minute, where the agent recommended that I contact the airline qantas to make changes to my flight. Qantas said they could only change the date of my return ticket, not the end destination, so the qantas agent suggested I turn my flight into flight credits so that I could change the end destination to return to Brussels where I live and work. I agreed to changing my flight to flight credits as I want to return home to my husband directly in Brussels.
 
I have called qantas and they ed that they have the flight credits for me, but that I need to rebook through last minute because they are my travel agent. Qantas also kindly agreed to waiver the travel and service fees as a sign of compassion.

Until now I still am unable to use these flight credits – of how many I have, I do not even know because apparently giving a quote is not possible. I don’t know where to ask for help with this situation as I am being given ‘new’ and random information each time I call/email and talk to another agent – such as not being able to change the flight itinerary and some booking dates.

This has been going on since 30th November 2023.