Contacting chess.com

Hi,

I apologize for my english in advance.

My question is - is there any other way of contacting chess.com staff, besides https://support.chess.com/ ? (preferably, by mail) I'm starting to think something is wrong with the form on the website. Last time, I was reporting a player abusing vacation time - they didn't respond to that. Now my membership was renewed (I didn't know it gets renewed automatically), I wanted to go from Platinum to Gold - and since i'm still within 30 days from renewal, I would like to either cancel my current plan and start a new one, or if they can simply switch my plan to Gold / refund money, that would be good also.

I'm affraid I'll miss the 30 day mark because they are not receiving my messages. Does anyone know an email address so I could contact them "directly"? I dont trust the form at support.chess.com anymore.
Or maybe I should send them a post card

I would use the normal contact form. I think they respond to billing inquiries relatively promptly.

which one is the Normal contact form, please? I used this https://support.chess.com/customer/portal/emails/new (billing section)

      Unfortunately the short answer is No. But your on the right path. When you sent in a ticket, did you at least get an electronic response saying, "thank you for your inquiry, we will get back to you within 24 hrs" ?  Don't worry about the financial, when they do get around to your dilemma, they will credit your account. Your English is fine and I LOVE your avatar BTW

oh yes I've got that, but that was a message generated by the site, it doesn't mean they have already read my ticket. Nevermind, thanks anyway, I'll wait and see what happens.

     They haven't read it, but they DID receive it. A couple of years ago there was a problem with that. A "site" problem anywhere from 24-48 hrs. Billing--3-5 business days. Coming to this forum as a follow up helps also. Try not to send in a billing problem on the weekends, due to banking hrs.

The fact that they didn't ban the person you reported is not conclusive evidence that they didn't consider it.

The 30 day money back guarantee is for first time members. I don't think it applies to your situation.

I think you can change your plan without any staff intervention. Just go to the membership page and change the plan you have chosen. After it is processed, you would normally have a credit applicable to future renewals.  Have you tried that?

You can also go on the live chess help chat but they would probably just tell you to write an email to the billing department using the contact form.

You can also email directly to support@chess.com

after more than a week.. I ll try to contact them through support@chess.com, thanks Sensei

Sorry Atko! I found your email and it should be answered soon! Don't worry about the time. 

Yes I agree, it has become difficult to get responses. I raised a tournament issue with chess.com a couple of days ago (see my separate forum post), but no response from them. It concerned match fixing between players, and i thought chess.com would be concerned. Obviously not.

Thanks jamesh67, I am investigating this case. Will you send me a link to the tournament and let me know the names of people you suspect in a private message, please?

Everything is fine now :) I want to thank the staff one last time.

when they found my email, it took 1 more day until they changed my membership. Well done thanks

5 days ago "Everything is fine now" ..aaand its gone :D my membership dissapeared and here we go again, contacting chess support..

I found your ticket and sent it back to billing for you. So sorry for the trouble, again!

Hello,good am amirreza. I have request from you. I want you to diamond my chess.com account so that I can use the rest of you facilities.