These articles might help:
https://support.chess.com/customer/en/portal/articles/1444849-why-did-the-clock-times-suddenly-change-the-clocks-seem-broken-
and
The board became uncontrollable
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I was beating my opponent comprehensively, material, time, queen up, another passed pawn, the works. Suddenly my opponent started getting extra time and the board reset several times and locked up when I tried to move. I lost on time eventually! What on earth was that all about? I've fallen into a miserable enough slump as it is without chess.com going weird on me.