Preply is a hot mess

Update: support responded and is claiming my lessons were removed because they refunded me. Spoiler alert: they haven't. Now I'm being told that seeing the refund could take "up to 30 days" depending on my bank (give me a break) and that I should let Preply charge me again for lessons I have already paid for. I tried responding to the person who reached out to me, but of course they left their message and ended the conversation.

Am I going to have to file a fraud charge to get this company to take this seriously? This is such a potentially great platform but the business side of things is atrocious.
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Signed up for a trial lesson last month. Went well. Started getting messages from Preply encouraging me to sign up for a trial subscription and book lessons with my tutor - well, I tried, and kept getting stuck on the payment processing page. They kept charging my card, but showing that I had no subscription and no lesson balance. I reached out to "support" and they kept assuring me that my card wasn't being charged and the charges wouldn't go through. Asked me to try on different devices, via the app, etc... same problem.

Well, guess what. I was charged three times. Somewhere in there they finally credited me for the four lessons I was trying to pay for, but there was zero mention of the multiple charges - I only found them when reviewing my credit card statement. I disputed the two duplicate charges and my credit card company refunded them. I let the first stand, since I did want to keep the monthly subscription that I'd been trying to set up, for four lessons.

Then the mess continues: I have my first official lesson, and it goes great. Love my tutor. Had three more on the calendar for the month I'd paid for. Logged in today for my next scheduled lesson and guess what - Preply says I have a 0 lesson balance. They deleted my three remaining scheduled lessons. But they've still got my card on file and are set to automatically charge it for my monthly subscription next month!

"Support" - which is a barely responsive chat - says they need to pass this to some other team for resolution and it may take 1-3 business days. Considering it's a holiday week I assume I'll be waiting until the new year.

My tutor is awesome and I genuinely want to keep working with them, but this platform is atrocious. How do they stay in business with these kinds of screw-ups? Anyone know how to get a real human being on the phone to resolve this garbage?