Go to Gate Refuses Refund for Etihad Flight Change

I purchased a flight ticket through Go to Gate for my Etihad Airways flight EY545 on November 16, which was from Phuket to Abu Dhabi with a connecting flight. My flight time was changed twice, and the layover at the connecting airport increased to 8 hours.

During this process, I received two separate emails from Go to Gate, informing me that they would contact Etihad to handle either a cancellation or a schedule change. However, they later informed me that the airline would not allow any change or cancellation. After that, they offered me a refund, which I accepted — but then told me that the refund could not be processed after all.

For almost a month, I tried to resolve the issue through phone calls, emails, and live chat, but no real assistance was provided.

I also contacted Etihad Airways directly, and they confirmed that I am entitled to either a cancellation or a change, but that the agency (Go to Gate) must process it. Despite this, Go to Gate has not taken any action, and the situation remains unresolved.

I paid $3,640 by credit card, and my ticket number is Go to Gate 1070-758-290.
My Etihad booking reference is 728nıf.

I am requesting either a flight change or a full refund of the ticket amount. I urge Go to Gate to resolve this issue immediately and address my complaint without further delay.