Sounds like the message directly answers your problem; there was an update required for the app and they are trying to roll out the change - pending Apple approval.
Freezing games - this was chess.com’s response
Sort:
Jan 5, 2021
0
#3
The update's been approved as version 3.9.16 (2) and should be available in the App Store soon if it isn't already - see clock stuck? - Chess Forums - Page 5 - Chess.com
Hello,
Thank you for contacting us at Chess.com. I'm Nick. :)
The developers have now resolved this issue and submitted an update in the AppStore that is at this very moment awaiting approval from Apple. As soon as it's approved on Apple's end, it will be available in the AppStore, so please keep an eye out for an update in the day or two that will resolve this freezing problem. We are very sorry for the inconvenience !
If you'd like to send me some links to any affected games, or if you'll let me know the game type (e.g. Blitz or 5min) I can review your archive and increase your rating to reverse any unfair losses. :)
I look forward to your response,
Have a great day, and I wish you a Happy New Year! :)
How helpful was my support? Your feedback on my performance is helpful and appreciated!
Satisfaction Rating Icons
Nick
Support Team Member
https://support.chess.com
My complaint was... Over the last week the chess.com app on iPad and iPhone 11 freezes in every game I play. Sometimes it unfreezes but often not and I’ve lost lots of games as a result and lots of points. Many many others have the same problem as evidenced in the support forum. Perhaps your servers can’t cope with increased traffic? Anyway, it’s infuriating that I spend a lot of money on my subscription every year and chess.com doesn’t even acknowledge the problem. Please tell me how to solve this problem!