Edreams Premium - Useless and inefficient, non-functional, pointless service

Edreams premium are useless, unreliable & unresponsive with no functional platforms to use, inconsistent, and fail as a service intended to aid with importance of travel and supposedly prioritize customers who opt for the service. I'm a monthly subscriber, booked a full flexi flight (changeable &refundable) and have tried to sort things for four days now. *Their platforms (from email to app to call service do not function) *I tried to use manage bookings and was told I would get a response confirming this. I did not. Their app does not work and their AI does not understand the nature of Premium. *I tried old fashion calls to their customer line. Some operators are helpful, others rude, & I received inconsistent information (that clashed with the T&Cs, stated the case was closed as they had tried to call me - which did not reflect and is irrelevant given the fact I called back and emailed, and hung up on me). *Eventually, after speaking to an operator (who outlined things with consistency and direction), I was told to rebook a new flight through them and I would be refunded for the cheaper and services paid for that the T&Cs covered (i.e. baggage with full flexi). I appreciated the operator's instruction &them not hanging up, but the conditions may be unsuitable for many consumers. This clashes with the idea of a shiftable flight. I nonetheless followed this protocol. Nonetheless, new flight paid for with what is required by me and stated. *CALLING BACK LEAD TO 3 OPERATORS HANGING UP ON ME WITHIN AN HOUR (with long wait times between being attended to) and seemingly having to start the case again. *I have had to pay for these calls despite it supposedly being free, included with premium, and intended to prioritize the customer. *MY EMAILS REAMINDED UNRESPONED TO except for one stating provide documents if required or requested (which have not been), laying out irrelevant, contradictory information, and being from a bot that one cannot respond to (despite me using the customer service addresses with all my requisite info of ref details etc - i.e. the issue and case should be clear).

THIS HAS TAKEN HOURS AND HOURS OF MY TIME TRYING TO MAKE CONTACT, I HAVE WAITED DAYS TO BE ATTENDED TO, AND THE PROMISES MADE REGARDING FREE CALLS, FUNCTIONAL APPS, AND PRIORITIZING CUSTOMERS ARE FALSE. USING THIS SERVICE IS THUS POINTLESS, FILLED WITH FALSE PROMISES, AND MANIPULATIVE.