eDreams review: flight booking refunds

Booked 4 flights for travel Germany to Australia, had to cancel them due to passengers being involved in a car accident.
Calling to get cancellations done and refunds sorted a nightmare, long hold periods, one refund issued October, two others underway in November and the fourth is not apparently insured anymore as a change was made to one of the flights supposedly voiding the insurance.

The two being waited on, the refunds are supposed to go onto the credit card used to pay for them but now an email come sin to say I need to provide bank details etc to facilitate it, that email cant be replied to as it is a no reply email address.

Calling for a simple request like is it cancelled, when will the refund happen, no one can answer the question, customer service is a disgrace