chess clocks on chess.com

I played in a 10/0 tournament. In game three, after winning the first two I played against this dude juancmh from I believe mexico. After move 15 he stopped playing but guess what hiss clock ran out of time but the game win was given to him. Suddenly I was thrown out of the tournament ass well.  How can you lose on time if it is not your move????

What browser and operating system were you using? Has this happened to you before? Do you use premoves?

No this is the first time. When I looked at the game on his profile, I realised that he must have thought that I had given up. He played b3 and I played B d7. My move, however, is not registered on his record of the game. Operating system? If you give me examples I might be able to answer. I am 50 years old! Premoves - also don't know what that is!

Are you using Windows (operating system) and Internet Explorer (browser)? 

Yes. I think this was a one-off that went wrong unless you have received other complaints. Thanks for your supoort.

If you notice it happens again you might try using a different browser. Typically we suggest using Google Chrome or Firefox instead of Internet Explorer. Here is a link to the Chrome homepage :)

https://www.google.com/intl/en/chrome/browser/

Thank you very much!