Why am I losing time while I play?
You might check out the following articles to minimize issues from your end:
https://support.chess.com/en/articles/8584209-how-do-i-fix-my-disconnect-lag-issues
https://support.chess.com/en/articles/8652402-how-can-i-optimize-my-online-chess-performance
That said, if there's an issue between you and the site, there may not be anything you can do.