eDreams - are they ********s?

I changed a flight that I had booked through eDreams. When we arrived for the flight I was not booked on the flight to find out that eDreams had in fact not paid the money to the airline (after 3 weeks of payment). Now battling to get a refund. They say that it takes the airlines 3-6 months to refund back to them but they did not pay over the funds to the airline. You battle to speak to anyone as they are not fluent in English. The app is a robot that you battle to get past to speak to a human agent and then they just give you the run around will promises of emailed updated but nothing comes through.