edreams did not cancel our flights as promised on 'Manage Booking' which resulted in 'no show' status and huge financial loss

I wish I could give ZERO stars! Poorest customer service ever! I wanted to request postponement of a flight (due to Covid..) - only option given on their Manage booking site was for cancellation. Received a response that they are processing my request and that refund might take long and not to flood their phone lines with calls. They never cancelled our flights, and we were logged as "NO SHOW" by the airline KLM. The 1st response from edreams was an email SIX WEEKS after the intended flight, They only logged the request for cancellation at KLM on 21 January 2021, while the flight was booked for 6 December 2020. Edreams never contacted KLM to request cancelling or postponement of our flights as promised, We lost R42 000. Due to the "No Show" status our insurance cannot process our claims. After numerous attempts to engage with edreams themselves and via 'resolver' we are still non the wiser. Potential customers must be warned!