Hi @InstinctiveArcher,
I'm really sorry to hear about this frustration you are experiencing. We certainly want your experience to be the best it possibly can and we are always striving to achieve this.
The following article helps to explain How Game Abandonment Works
However, if you feel what has happened to you is outside of what the article explains please feel free to contact our support team by following the instructions HERE
They will be able to investigate and give some needed assistance to you.
Have a great day ahead
Richard
this is very frustrating and not for the first time either. In the middle of a game and suddenly got the message strip in blue 'Please wait it is taking longer than usual to connect' after several minutes of being unable to connect my game was abandoned and I lost the points which is unfair.
How do I get my points back from chess.com for an unfair game abandonment that wasn't my fault