Can't get hold of them and not sure whether they are doing what we agreed

Can't get hold of them. A week ago we agreed to change my flight and get a voucher. Covid related. They promised an email in 3 days. Still waiting. The edreams app has me flying tomorrow to the USA. Because of covid I won't be allowed on any plane to the USA. Being grappling with their bot and been on hold in the phone for 3 hours. No luck. Want to know if the cancelation has been processed.