You can contact support using the Help option in the menu and see if they can do anything.
That said, when you do a trial membership, it will automatically convert to a full paid membership at the end of the trial and use any existing balance towards that, as mentioned by support.
Unless the ticket is closed, and you received a request for rating the interaction, you should still have an active ticket and the support agent should get back with you.
Because I haven't received a request for rating the interaction, I suspect the ticket might still be open. But I have not heard back despite sending follow-up messages.
Is it normal that it could take more than 4 days for a support agent to get back?
Because I haven't received a request for rating the interaction, I suspect the ticket might still be open. But I have not heard back despite sending follow-up messages.
Is it normal that it could take more than 4 days for a support agent to get back?
It depends on the agent you're working with, their schedule, and other tickets they're working on.
Because I haven't received a request for rating the interaction, I suspect the ticket might still be open. But I have not heard back despite sending follow-up messages.
Is it normal that it could take more than 4 days for a support agent to get back?
It depends on the agent you're working with, their schedule, and other tickets they're working on.
3 weeks of radio silence at this point. This is quite poor customer support.
Hi @gdevashish ,
I am sorry to hear of the troubles you had with your 1 year Platinum Membership gift. I have now replied to your Support Email request to resolve this issue for you.
You will now see that you are back active with this Platinum Membership gift you received once again. 
Cheers my friend!
Hi,
I'm not sure if this will help me resolve my issue, but I'd like to give it a try.
November of last year, I'd tried Chess.com's free monthly trial of Diamond membership.
Over Christmas, I requested and received a yearly Platinum membership as a gift (worth $79.99). I didn't feel like I needed the extra features of Diamond. And it was more value by paying for the membership yearly rather than monthly.
To my surprise, I found my membership end on 5/08. After reaching out to the website's help support, I gathered that for the last 4.5 months, I was actually on a Diamond membership (which I hadn't realized prior) and was being billed monthly for.
Per the Chess.com support staff member: "We understand that there may have been some confusion regarding your account and the recent addition of a Platinum gift. Our system automatically converted the Platinum balance into a Diamond subscription, as gifts should not downgrade an existing Premium level."
I've not heard back from the website since making a request that they grant me my Platinum membership back for the remaining duration from the original 12 months. That was 3 days ago.
Is there any chance this works out in my favour?