Writing support staff twice and no response

I was unable to cancel my subscription in time to prevent myself from being charged at a time where it was finacially difficult for me to afford the subscription. I asked for a refund within one hour of being charged and received no response. The 14 dollars ended up costing me an additional 35 dollars for overdraft fees. I will no longer support chess.com in any way, shape or form. I have supported this site for many months and feel that i was seriously let down by them. I wish I had received a response - even if it were to tell me that they could not refund my money. 

Did you know that you can opt out of having your bank pay overdrafts? They will bounce payments like this when you have no money (and others-- you have to keep an eye on your account) but you will avoid those overdraft charges for little things that you probably shouldn't have charged in the first place-- like cups of coffee. (They simply won't be approved. I have been there.)

You didn't say what deal you signed up for but it sounds like you took a monthly subscription intending to take advantage of the 30 days money back guarantee.  If you want to cancel, you have to do it before the trial period ends. 

You say that you were "unable to cancel in time". You don't explain. Perhaps you forgot?  

It sounds like it is not Chess.com's fault that you were unable to cancel.

Therefore, it is not their fault that you were charged (since that was the agreement you made with them) and it is not their fault that you were assessed an overdraft charge. That is between you and your bank. (All you have to do is go to your bank and tell them you want to opt out of their paying overdrafts.)

But you are right. They should have responded to your email. You didn't say when you wrote to chess.com. Was it this week? Last week? Their email management system was down for much of  the last several weeks. I don't know what happened to all the emails in the interim but you are right that they should respond.

Perhaps you should try again and write another email using the contact form-- https://support.chess.com/customer/portal/emails/new 

At any rate, I am sure that they (and we) are all sorry you are having financial difficulties but when you get through them, I hope that you will remember that they were not chess.com's fault.

First of all - you're correct it's not their fault i was charged. However, I also am not enrolled into overdraft protection. My bank doesn't always post pending deposits to my account and will leave an available balance which occassionally allows subscriptions to charge you at inconvienent times. So when both transaction finally post on a monday then I am charged overdraft fee's for which i'm not enrolled into. 

I used the link you provided to write my two claims.The forms say within 2 business days or sooner when you send it - i waited the displayed time in between each of my messages to them.

I don't think writing out a story explaining everything is even remotely necessary for you to do. However, thanks for replying. 

Also I was not in a "trial" period. I have been supporting this site for a long time - like i said in my post. Also why explain which monthly deal i'm signed up for when it's clearly displayed next to my name. 

My anger mostly comes from their lack of response and understanding. We all have times where we can't afford things, and we all forget to cancel subscriptions. It's just not on the forefront of our minds - but when the customer makes an honest attempt to amend it from the moment it happened and through all of the proper channels then they should totally be respected. Their business model makes me beleive they're more interested in just getting money from me - and not thinking about the longevity of me being satisfied by this website. 

Currently i'm inbetween jobs and it's embarrasing for me to even post this - but i want others to know that if they're not 100% vigiilant cancelling this then they will get absolutely no response from administrators on this website. In the future I will just go to chess24 - even though there's less players there simply because i haven't had a bad experience with it's corporate goals. 

How long have you been paying the monthly rate for your blue-diamond membership? 

I am sorry for the accident but try not to take it all out on chess.com.  

I have probably been supporting chess.com for roughly 2 years total. Never really had an issue with them before this. 

  "Also I was not in a "trial" period. I have been supporting this site for a long time - like i said in my post. Also why explain which monthly deal i'm signed up for when it's clearly displayed next to my name.       Because there's 2 different prices. Month to month at $15 a pop, or yearly for $100. You haven't been supporting the site, you've been supporting your chess habit    a time where it was finacially difficult for me to afford the subscription. I asked for a refund within one hour of being charged and received no response.    Why did you give them a whole hr to respond?  Why not 10 mins before midnight?  I know for some these are hard times. Can't do much about the overdraft fee. Thats between you and your bank but I'm also sure Erik doesn't want to take food out of the mouth of your children. 

please read the entirety of my posts before writing out something you haven't taken the time to understand or i will not bother to respond to yours.

you can clearly see i said i waited the 2 business messages in between each message i sent them through the support forums. you can also see that i was just implying i didn't wait half way through my subscription to ask for a refund. 

Also Ronald - why don't you quote the part in my first message where i said 14 dollars for this site cost me an additional 35 dollars. Wou'dn't that make it as clear as day that i'm not paying the 99$ annual few currently? 

    Your angry, I get it. But its not the money. You just want to give the site bad publicity refering to "corporate goals".  I've been buying books from Barnes & Noble for years. Last month, someone in my apartment building stole the package by my door. What am I going to do? Stop buying from Barnes & Noble?

RJC gets a bit like that. Bird brained.

The only issue i have is with them not contacting me. Why bother making a form to contact them saying they'd contact you within 2 business days and doing nothing? It just bothers me.

Also if you called barnes and nobles for someone stealing your book - i'm certain you could reach some one to RESOLVE the issue. Stop being a troll. 

     If you've been here for as long as you say you have then you'd know that sometimes their "customer portal system"/tickets, goes down. There's also unexpected emergencies with staff. Scheduling conflicks, weather problems, other banking dilemmas. Chess.com doesn't need my help to defend them. We've seen dozens of financial threads. Everybody bitches and eventually everybody gets taken care of. 

Chess.com's billing support system goes down for a week at times? That's news to me. Especially since i've never had an issue or need to use it before this. Which is something i've already mentioned. 

    I didn't say a week. But it has gone down for a day or so until the IT guys figure out the bug. Your ticket goes through a support system. Someone reads it and says, this goes to billing. If you sent in a ticket about an IT bug in Live chess, it may sit there for 6 hrs. Then someone reads it and says, this goes to IT. It goes to IT and may sit there for another 12 hs because of a skeleton crew due to the flu or a wedding or something.

So when i say i sent a message out after waiting 2 business days - you assume that it was bugged both times i tried over the course of a week? 

    IDK. I'm just a member like you buddy. I'm just trying to give you possibilities that would seem resonable. Like you, I use to have a diamond account, but the money's not there now.

or the marbles.

At this point i really have no desire to even be refunded. I just want people to know that the billing support is virtually non existent from my point of view. After this comment I will be deleting my account and moving on. Hopefully some one learns from my experience. 

    I do know that the person who runs the billing dept, his name is Matheu or Matt.