etihad is a **** with they 2day free in abu dhabi

We booked a flight for September 2024. we are currently trying to book the stopover which we chose as the option when booking the flight. The etihad system had a glitch in their system where they didn't charge the service fee. Now etihad insists that we did the wrong thing and they refuse to allow us to make the hotel booking for the stopover. they refuse to even allow us to pay their service fee through another channel. We chose all the correct options But the system failed. Now they refuse to allow us to book the stopover. It has been 2 months since I have been back and Forth with Etihad and they simply call their clients ****s and refuse to honor their Stopover. I am disgusted by their service and will never book Etihad again. Mind you I booked 15 tickets.. So 15 ppl are now out in the cold with no hotel stay.I asked other people aswell and they all have the similar problem that means etihad is just fooling they customer about the free stopover