Cancelling membership and refund

Hello,

I need help with cancelling my membership.

I've got free 10-days membership from the site on 9th July 2015.

I thought, great, it will cancel automatically on 19th.

But what actually happened was that around 19th the site "auto-renewed" the membership for 1 year and charged me for 99$ (92€).

I wanted to cancel the process as soon as I realized what happened but it just said something like "Your membership is scheduled to end on 19th July of 2016".

I wrote two messages on support.chess.com few days ago, but got no reply.. I'm a student, I really need those money, it's quite urgent now and I'm desperate.. I would like to ask dear staff here to look on my issue as soon as possible and please help me solve my problem.

Thanks a lot!

Matej Tkac

I find it hard to believe that someone who has been a member here for 7 years hasn't heard of this problem previously.

Did you ever have a membership? I believe that their 30 day money back guarantee only applies to first time customers.

Well, I have been FREE member for 7 years... I really didn't expect it to charge me automatically for a thing I haven't conciously ordered..

And no, I haven't ever ordered any membership..

Welcome to the world of "free" trials of internet subscriptions.  It is pretty common - if you don't cancel in advance of the trial end date, they assume that you want to continue and start up your paid subscription service.

Message support again; it may be that they're really busy and haven't gotten to you, yet, but it is also possible your messages got lost, somehow.  If you just sent an e-mail, try also using the ticket system.  I believe there is a category just for asking for a refund.  If you do this, be sure to refer to the e-mails you have already sent.

I've only submitted some tickets..

To what adress should I send an e-mail please?

I'm not entirely sure, but support@chess.com seems a reasonable possibility. 

In general, I would think the ticket system is a better way to contact them regarding any actual problems, though.  E-mails might be fine to follow-up on tickets, but using the ticket system should get you right into the queue to be helped and would send the ticket to the right person to fix whatever the problem is.

Okay, thanks for your kind help  Hopefully it'll get solved soon.

Solved! I've got a refund :) Thank you and the staff here :)

I haven't applied for yearly subscription. I have been using free membership trail for the past one month. But suddenly on (02/10/2017) my free membership subscription got renewed and charged me Rs.6400 without my knowledge. I want to cancel my subscription and I need those money back. It just happened without my knowledge. I kindly request you to help me overcome this and get my money back. 

Thank you.

https://support.chess.com/customer/portal/emails/new. Contact them there.

Yes, I did yesterday. But they replied as they will be looking forward to process my request in 1 or 2 days. I was very scared. Will i get my money back?

I can reasonably(not definite) say you'll get your money back. It's normal to take a few days. I think you don't have anything to worry about.

Hello! I am very sorry for the trouble!

I have asked someone from our billing team to contact you! 

I got a free trial on my visa and it never ended and i never got charged

And that was half a year ago, and  i trashed that visa. I'm not complaining

Thank you so much wanmokewan 

Thank you jdcannon.

I raised today a ticket regarding the refund of mine. It did auto-renew my yearly subscription, whereas I'm in a very big need of money nowadays and cannot afford to be a diamond right now. Felt relieved to see that Chess.com is such a friendly community and this kind of issue isn't an issue at all! Hopefully they will resolve this ASAP. Sorry for trouble, Chess.com, I will come back as soon as I'm financially able to do so! Just please refund these 99$ at the moment.

If you already submitted a ticket, you should hear from our support team within a day.