Edreams please pay my refund

I purchased my flight for travel on British Airways Cape Town to Johannesburg to Harare on reference ***. I called Edreams at 7.52am and spoke to Chandni who asked me to call the airline and after speaking to British Airways having been clearly advised they have logged clear rules and guidelines for travel agents to issue refunds and changes due to the coronavirus as stipulated on their website. I called back to Edreams and spoke to Ramulahh who said she couldnt help. Recent Travel to high risk countries alongside the travel ban due to school closures is something affecting my travel. I have gone to the immigration department and have been advised the same following the presidents address of the countries stand still quarantine. British Airways state clearly that changes and cancellations can be honoured with an extension or a travel voucher valid for 12months. Why would EDREAMS not want to assist and yet this booking was made on their portal