New way to contact support

The email he got links to an AI bot. Is that the correct place?

Yes

Does the AI bot send messages to the team?

It can open a ticket with support but the tool will tell you than it's referring to a human when it does and give an estimate on when you should get a response.

Hello Chess.com support,

Just wanting to know why things like this is happening?

I had a game with micro67 today at 12:48PM my opponent did not move for more than 16 minutes the timer started to do time count up to 1 second ,then it stop.

Surprisingly, the result of the game was i lost , computer stated I abandoned the game which was false. I was the one waiting for my opponent to move for more than 16 minutes.

Justice on this case please

This is Fabian...& requesting reply to my email : fabianlanting@yahoo.com

It often happens here when you see your opponent's time is running but in fact the server "lost" you long time ago