Unresolved Support Ticket - Seeking Information on Support Status

I submitted a support ticket on 21st Dec 2023 and received a response on 25th Dec 2023, confirming the approval of my refund. PayPal requested email verification, and due to this, Chess.com cancelled the payment. I have now verified the PayPal email, but despite my efforts, I have not received any response from Chess.com regarding the cancelled payment or the status of my refund.

I have written another ticket, directly emailed Chess.com support, and even responded to the original support thread, but unfortunately, I have yet to receive any assistance or acknowledgment. I would appreciate any information you can provide regarding the current status of support. Is there any ongoing delay or vacation affecting the response times? Understanding the circumstances behind the delay would be helpful for our peace of mind.

I assure you that this subscription was unintentional, and we are genuinely facing financial difficulties due to this charge. I reiterate our sincere request for your understanding and compassion.

I know support have been working through a backlog of tickets resulting from the holidays.

Be sure to check your spam/junk folders to make sure any response hasn't been filtered.

Thank you for the update. Unfortunately, there is no responses in my Spam folder. Fingers crossed they will get to my ticket soon!

Did you check you payment method? From what I can tell, your should have been refunded on December 25th

I got a response and the money was sent to the PayPal address under the ticket submitted. I did not have a PayPal account under this email address so I had to confirm the email address to receive the funds. Once I did, I shortly got another email informing me the payment was cancelled?

Payment Received: https://snipboard.io/FpXhBt.jpg

After confirming PayPal account: https://snipboard.io/Grjd8X.jpg

I have checked the Current Account which the money came out of and the bal is still -£109.99

If you haven't already, you should reply to the support email with that information.

I responded to the ticket with this information, no response.

After 14 days I submitted another ticket with this information, no response.

I even emailed chess support email directly and I haven't got any response