Shocking Service from Travel Start

At the time of using the Flapp App, I had no issues with selection and purchase of 3 tickets. I also paid for the Flexi option so in an emergency if I needed to change my flight I could do so without having to pay change fees. A few days before departure I had to change my flight and attempted to use the app to change the flight. This was not possible. I had to contact the call centre. Long delays up to and over an hour hold time. Eventually I got through and asked for flight options. I supp**** preferred dates and was advised an email would be sent to me. They couldn’t disclose options / prices on the phone. The email came a day later. The next day I tried calling again with more long hold times. I was not able to conclude a rate and I agreed to call again in the morning after reviewing options on the app. I called early morning and got through after about 5 min. I gave dates and preferred flight option based on my research on the Flapp App. I was advised I would need to wait 48/72 hours for an email to advise price and availability. I have now had to cancel my flight without confirmation of a new flight since I may only receive the quote after my original flight leaves. This overall experience is either total inefficiency or a complete ****. For 3 days I have been trying to re-book a flight and I am told the delay is due to the backlog of flight amendments in the back office. It seems I am at risk of losing everything I have paid. I hope that Travel Start see this legitimate complaint and would take the time to contact me to resolve my flight arrangements and concerns. The service is shocking and I’m concerned about losing all the money I have paid.