Worst Agency ever!!!!

Worst agency ever!!! Try to cancel my flight for 3 months now. The don't want to. Not even to refund the tax part. When trying to change the date and route, they tell me to contact the airline, which tell me the agency should. Dead end!! So looks to me I will just loose the money. This is the second rime. They are totally unproffessional sharks!! They never answer a phone, all has to go throuh questionares in internet.