Customer Support not responding for a week or more?

I contacted them on Friday of last week and while I've received the automatic "we are receiving a high amount of requests" email, I still have yet to receive an actual reply to my request. It involves a refund which I desperately need for food and stuff.

If anyone knows of another way to contact the support staff / literally anyone that can help me on this, I would greatly appreciate it.

7 days is a week. If you sent in a refund request last Friday, it is just now Friday again, so we are not into the "week or more" situation. It is actually still only 4:39am in California, so we have to give the refund department another full work day to process the request.

If you had remembered to cancel within 7 days, like it told you, then you'd have food this weekend.

Isn't that pretty clear? It's not in teeny print. It says quite clearly "If you cancel before the seven days are over, you will not be charged anything!"

They will get to the refund. There has been a tremendous surge in demand. I have heard they are bringing on more people but catching up takes time

I have yet to see one person admit that the situation is their own fault.

But it is quite clear. He didn't cancel within 7 days.

He made a mistake. 

I would have more sympathy if he had admitted it. 

Instead, he doubled down, showing again that he can't count to 7 by implying that more than a week has already gone by. 

The people in customer service are just people too. They work hard. There is no need to exaggerate and claim that they are starving you to get them to do what is needed.

I don't know anything about your situation.

I have just noticed that the Monthly Report for May shows member support response times of 3 days and 14 hours to first response. 

Unfortunately, that is a big slowdown from the 24 hour response time in Jan/Feb/Mar.

I don't know the reasons for the slowdown but it seems likely that the surge in usage owed to the home quarantines of so many people has had a hand.

A staff member has tried contacting you and you have replied in your topic as well.

I have contacted some billing members to see if they can follow up with you.

Hello @SporadicHawk22 , I have sent you a direct email to assist you with this billing and membership concern. I look forward to resolving this matter with you.

What's with all the pretentious jerks in the chess community? Almost every time I see a post the very next reply is some unhelpful contrarian viewpoint. 

Trying to find out for you, but when did you put in the ticket or send the e-mail?

I was told yesterday they had replied, but being the weekend, they may not have seen any further replies as of yet. Prior to that it sounds like the holidays played a part in a backlog of tickets.

Lol what a condescending reply. Why work for support if you hate people

Hmm. It is a three year old thread.

Why are you resurrecting a three-year old thread?

Customer service was swamped at the time by the demand surge reflecting the start of the pandemic.

I was browsing the forums regarding a similar issue and wanted to see if I could find some answers here. Didn’t realize the date of the thread to be honest. Was more so just taken aback by the rudeness of chess.com support moderator. Very unprofessional, even if OP is being somewhat naive.

Moderators are not staff. They are volunteers.

When I replied back then, it seemed like things were going crazy with online demand.