My game froze and is on a blank white screen, can't save

I have been in an ongoing battle with the specialists to get my game to work right. However, now the website will not let my submitted cases go through, and I am having more problems. When I tried to play the Sims 4 on Friday, offline, my game was exceptionally jerky, and increasingly faulty. Now whenever I try to save, the screen goes white and/or freezes and I can't exit the game or save. I restarted my computer, ran a virus scan, and had to push the windows button and try to open chrome from there so that I could exit the Sims4. It's been almost 2 hours and white screen is still up in the minimized version. I can't save, can't exit without losing progress, and have no idea what is happening to my sims. I need help.