Business ProfileforEmerald Escapes Travel Group

We booked a vacation with Emeralds escape June 2021. We were to fly Feb 2022, 10 days before the flight she called things were changed, now saying we had to take a connection flight.when I booked the first trip she told me she put the trip coverage on where I was booking early just in case the trip went down in price.she said this was easier she was going to rebuild it to get the deal.so it was a difference of 680 refund, she said got us an upgrade but was going have to charge us $230 for that, i asked to explain she said it was complicated was all i got, the refund would be back to u within 2/ 4 weeks that was jan 28 rebuild date. we had paid for upgraded seats when rebuilt we were not even sitting together.I have contacted her a few times once she told me she sat over 12 hours on the phone and they wouldn't help her *** ****** Travel, she had to email..she isn't very trustworthy she also told me she sent us our first paperwork when i had not heard anything and we were leaving in 10 days and we had nothing she said she sent in the mail that day paid extra money so would get to us. The next day i think is when she really looked and found the flight changed now she was scrabbling. so after all that getting us on the connection flight, said she sending the new papers. the next day she sent me a link and said here print these off just in case. a funny thing is neither package ever arrived. Today I decide to call *** ****** C S, they gave me a number, said tell accounting what happened, why you I have not received $680 back. 2.5 hours I sat on hold, accounting lady said where i booked through a Travel agent they only can talk to TA. BUT ACT told me to call, my TA isn't helping.she said tell T.A to call, i said she told they did..she said no calls has ever been made on this account.I questioned her.Her reply was they lied.I will look into Friday today is Tuesday. .she flys on vacation gone a month Monday..i feel i have no where to turn..she said now she only will email