ETS — ETS is robbing my money

Address:	660 Rosedale Road, Princeton, NJ 08541
Website:	www.ets.org/toefl?utm_source=paid_search&utm_medium=ppc&utm_campaign=toefl-ibt-b2c-q322_0401-col-ppc-oc001-con-toefl_foundation_main&utm_term=ets&utm_content=ppc-awa-foun_awa-foun_convenience-

I paid the home edition test of ETS english exam. After checking all the requirements alonside the proctor they assigned to me, she told me to press the start button. After that, the app closed itself and the test ended.
I messaged ETS and the very moment of the inccident, but they answered months after saying that It was my fault beause of running unauthorized software at the time of the exam.
THIS IS COMPLETELY A LIE, in the video it is plain to see the proctor checked it all. So, if I am not supposed to trust my proctor when ask me to press the start button, what should have I done to not be robed by ETS?

I have information about this is happening to many people in Colombia and other countries and ETS DO NOTHING. His message is that is my fault and I can not appeal the decision