After a finished game it says loading please wait but never comes back and if I hit the button after..

After a finished game it says loading please wait but never comes back and if I hit the button after waiting 15 to 30 minutes it loses my points. I've gone 118 days in first place but don't get to collect My points. Seems like it happens on somebody's work schedule that doesn't care for me. They keep asking me to change to another game answer yes or no. Then she has this problem like they insist she change games. Off schedule everything is fine. But she is disabled and just likes this game. Please reply?