Did you file a ticket with Billing? That's the only way to be sure of a response.
https://support.chess.com/customer/portal/emails/new?ticket[custom1]=Billing
They may take a few days since they're always busy, but you'll be taken care of.
WRONG PAYMENT
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HEY! I MADE A PAYMENT FOR A DIAMOND MEMBERSHIP BUT... IT SUPPOSE TO CHARGE THE MONTH AND CHARGE THE WHOLE YEAR AND I NEED MY MONEY BACK! I ALREADY WRITE TO THE TEAM OF CHESS.COM BUT THEY ARE NOT ANSWERING... PLEASE ADVISE