Edreams app cannot help me and neither can the staff

I have had an issue I have been trying to resolve since 2020 with edreams and virgin Atlantic. We were meant to fly during the pandemic and their insurance wouldn't refund us, because it's a natural disaster which I didn't have a problem with. I used the app to ask for a voucher and virgin said I can travel up until September 2022. Now I'm on the edreams app I changed the dates and it says processing. I used the chatbot and spoke to a human on 3 different occasions, waited to hear that my flight had expired and I have to talk directly with the airline. Virgin say I need edreams to help but I can never get through. What do I do?