I Paid for Flex via EDreams but Got Charged Extra for Flight Change and JustAnswer

I booked a Batik Air Malaysia flight from Bali to Kuala Lumpur through EDreams and paid for the Flex option, which was supposed to allow free changes to my ticket. However, when I tried to modify my booking, the EDreams app failed multiple times, constantly asking me to wait without processing the request. Eventually, I had no choice but to complete the change directly through the Batik Air website, where I was charged an additional $62.

On top of that, EDreams redirected me to a platform called JustAnswer. It showed a $1 consultation fee, but my card was later charged $46 without my consent. So far, I’ve paid ₺4300 for the original ticket, plus $62 for the flight change, and $46 to JustAnswer—an unacceptable and confusing overcharge.

I attempted to contact EDreams customer service, but since I’m currently in Bali, Indonesia, I couldn’t reach anyone by phone, and my emails have gone unanswered. I urgently request a valid email address where I can get a real response. I demand a full refund for the unauthorized charges and a clear explanation as to why I was forced to pay for a flight change that should have been free under the Flex option.