Bad customer service

Edreams are cheats I booked a car on the 19 April and canceled literally 5 minutes later bcos I my brother offered me his car to use for that weekend. I was charged a cancelation fee but on the web site it say cancelation fee will be charged. To my surprise I get a response saying I will have to wait for 10 days and 4 days there after before I can get my refund .still waiting no heads up nothing .