Need advise regarding ETS.

On July 4th, i was supposed to give me GRE exam for higher studies. At the scheduled time of 11 am, i was all set to give my exam and i started it. But the ETS browser ended up not running on my laptop(Omen 15).

I finally arranged a new laptop and started the exam. By now the time was 3pm. When i entered the exam lobby, it showed that your appointment time is gone so you cannot give the exam. The proctoru person told me to mail ETS and move on with rescheduling.

I called them and they said that they will investigate the situation and then they will think whether i can give the exam or i have to pay again and then give the exam.

Can anyone please guide me on what to expect from them at last because 22550 is not a small amount to let go of just like that. I am scared that all of my money will be forfeit and i have to pay again and then give the exam.