Pathetic service from edreams

I bought flight tickets and money was deducted from account yet the booking was not confirmed. When I called the call center the rude agent that I spoke to said they could not confirm my booking neither could they give me an alternative flying date or time.I then requested for a refund which he said will be done in a couple of days.I asked him for the time frame which he said they ddnt have.The gu was just soo rude.I then requested to speak to his supervisor which he said his supervisor will not help me in any way.I still requested to speak to the supervisor as I wanted a reference number or at least an email o acknowledge that funds will be reversed back to my account. The guy then said I should hold for his supervisor to which I was on hold for close to 30mins till I dropped the call.I am still waiting for my refund but no1 is willing to assist me