eDreams Help Centre and Refunds

To whom it may concern,

My connecting flight from Singapore to Koh Samui has been cancelled and I received an email notification to contact eDreams to discuss alternative flying arrangements.

I have tried using the app Help Centre but it does not even load or give an option for Help/Chat. On the rare occasion that the menu does display, this will be the furthest I can get on the app...

I have phoned the call centre on Thursday 5 March 2020 and spoke with a consultant. He gave me the option to Change my flght. Due to the nature of my travells I cannot afford to change my flight, reason being accomodation and other travel arrangements (Once in Thailand) will be affected.

The consultant confirmed that I qualify for a full refund and they will send me a confirmation email within 24-28 hours... This is where my complaint is. I have called them today 09 March 2020 and was on hold for 43 minutes (using my free minutes because lets be real who has access to landlines 24/7). Once the consultant picked up the phone they cut me off. I called them back and was placed on hold for another 38 minutes with no success.

My flight is in 8 days and I have yet to receive my refund that was promised within 24 hours and I cant seem to find a way to get in contact with them.

Why is there no callback system for people that has been cut off due to their phone line quality. The website has removed the option to cancel any flights and at this stage I am not sure how I will be able to get a refund.

Please get in contact with me or confirm how to proceed/ how I can get in contact with your help centre?????????