Subscription Issues

Hi, I bought a silver web pass a few months ago and decided to upgrade to a year subscription with a gold pass, which I purchased around black Friday. I thought it would take over the subscription when the silver pass expired but it looks like Sonic Academy is trying to charge my card again for the silver pass. Also, my gold pass is NOT active, as I cannot view any of the tutorials. Please help! I already emailed a week ago but still haven’t heard anything from them. I understand it’s the holidays and you guys are probably busy but it would be nice to at least acknowledge that you received my email. Please help asap!!!