eDreams review: Refunds, fraud company dont give refund

I have purchased a round trip ticket, which was free cancellation and fully refundable. I am unable to make the trip now and I asked for refunds, my booking reference is : PGY1FM ([protected]) The agent give me different amount in different call. I have paid £317.83. But they wants to give me only 137.99 which I didn't get yet. I also want to change but they said sorry. Tickets mentioned any time cancellation, change everything but the truth is I am unable to do anything except listening their sorry. Their invoice is horrible, nothing mentioned, dont no what is low cost carrier they deducted from my payment. but when i asked about other money they said i took flexi things but cannot explain what is flexi things also talk about insurance but i didn't take any insurance. When I requested politely they said its not possible because of their terms and condition. But terms and condition is not visible and their is no mention of the service charge or anything. They take their service charge more than the ticket price, I said no one will accept it But they dont give my money back. Their customer agent only said sorry. They cannot talk with seniors. Also submitted a complaint form they automated replied. No help, no information, no refund. They are fraud. Take my money without giving proper information. They dont respect their customer.