eDreams Flexible Change Option Not Working for My Flight

I purchased a ticket through the eDreams app for a flight from Istanbul to Medina on March 20. During the purchase process, I paid an additional fee for the “flexible change” option, which allowed changes to the route, date, country, and even the passenger, and I intentionally selected this option knowing it would provide flexibility.

Now I want to use this flexible change option to change my Istanbul–Medina flight to an Istanbul–Baku flight. However, for about two weeks, I have been unable to reach customer service through the app or any other channel. I only receive the same automated bot messages, cannot connect to a real customer representative, and no response has been provided to my request.

My flight date is approaching, and the ticket will expire before I can use the flexible change option I paid for. It is unacceptable that a service I paid extra for is not being provided and that no assistance is offered.

I request that eDreams process the change for my ticket, which is registered under airline reference number Y66Y6S and reservation reference number 24527572630, according to the flexible change conditions I purchased, and change my Istanbul–Medina flight to an Istanbul–Baku flight without additional fees, or at least with a reasonable fare difference consistent with the terms offered. I also request an urgent response regarding this matter.