eDreams Withholding Refund From Airline For Cancelled Flight

I booked a flight ticket through eDreams on 20 March 2026 for travel from London Gatwick to Kuala Lumpur with Air Asia on 20 July 2026. After Air Asia eventually accepted liability for the issue with this flight, they informed me on 19 August 2026 that the full refund had been processed and delivered to eDreams so it could be passed on to me. On 26 August 2026 I contacted eDreams to chase the refund. On 31 August I was told by eDreams: “Due to the chargeback history on the transaction, we are unable to proceed with the refund at this time. We kindly ask that you submit your refund request again after 90 days from the date the chargeback was cancelled, which was 21/08/2026.” This statement is untrue. My bank has clearly confirmed that there has been no such cancellation of a chargeback, and I have documentation from my bank regarding this process. The total amount I am owed is £519.24 for the ticket plus £28.03 for in‑flight add‑ons, making £547.27 in total. I paid for a service that I simply did not receive, and eDreams is now holding funds that have already been released by the airline, while giving a justification that contradicts the information from my bank. I have raised this matter with eDreams both by telephone and by email, but I have not received any meaningful response or resolution. In addition, eDreams has claimed that the refund amount would be considerably less than what I originally paid due to so‑called discounts, which I find unacceptable and illogical given that the service was not provided at all. I request an immediate full refund of all funds that eDreams has received from Air Asia in relation to this booking, without any deductions or “discount” reductions, paid back to my original payment method. I also expect a written explanation and an apology for the misinformation about the alleged chargeback cancellation and for the delay in returning my money.