GMAT Online experience + what went wrong!? any suggestions?

So I logged in 30 mins before my test, as expected, using mba.com "launch exam" button.

everything looked similar to OnVue system test environment, it checks the webcam, mic, and net speed, and later gives you two methods of verification: 1- using your mobile camera to take ID, self, front, back, left, right photos, 2- using your webcam to do the same.
then you show your clean whiteboard in front of the webcam.

Then off you go. here is where the proctor comes in. you do not have any visual contact, only a cheap chat box there. they told me to reset my connection since they did not have my webcam data even though my webcam was recording. after resetting my wifi, the proctor got my picture and released my test.

everything was normal and looked similar to the test center GMAT and the GMAT prep exams on mba.com.

items allowed:
- passport
- 2 markers
- eraser
- whiteboard


apparently, you are allowed a bottle of water. nowhere do they state this

BUT!

what happened was that after I took quant and verbal, the chat box appeared and the 5 min break countdown started, with a button on the right bottom corner stating to "skip the break"

so since I wanted to take the break, I didn't press that button obviously, and asked the proctor if I am allowed to leave for bathroom. after getting the confirmation, I left, and returned in less than 2 mins.

the surprising part is that there are either proctors changing shifts or a group of proctors watching you, because I chatted with 3 different names during my exam.

When I returned, TADAAA!! , the test taking app "OnVue browser" was not running on the screen anymore, instead, a survey about my test taking experience was there. I thought maybe I should fill that out to continue, but after that, even the survey window closed and nothing happened!!!

my guess: there must have been a button with the context "I take the break" (the call center correspondent told me something about it but i could not hear clearly) which I obviously didn't see because of the chatbox blocking it. so they closed my session because they thought I had left the area without telling them. But, if it were the case, why did the proctor confirm that I can leave? he should have told me something about it or prevent me from leaving before pressing the button!

I called the center, 3 times, each time waiting for 20 mins, until I talked to somebody.

The center has the cheapest voice quality so everything you hear is blurry and noisy.

all I got was a case number, and I do not know what to do at this point given the fact that 4 schools are waiting for my scores. so this is urgent.

I took the test 12hrs ago and the mba.com account shows my test status as "pending". They say at this point they cannot either reschedule or cancel the exam, because it is pending!! I really do not understand that.

My impression of the call center is that they just do what you can do yourself by emailing: making cases, appealing, etc.

They have absolutely no access to anything and all they do is file your call " this person called and said he has an issue with the following item" and they do not have quicker or privileged access to the decision-makers than you yourself do through the email, which is not cool at all!

I even called to follow up, and the correspondent literally filed my call "this case holder called to follow up!!"

any similar experiences? how long did it take for this issue to resolve in your cases?