No turn after 4 or 5 gems

This has been a continuous problem with getting 4 or 5 gem matches, and not getting another turn afterwards. This has been an ongoing problem during the time that we are NOT FROZEN. Further more, when we have a shield over the first position character, the computer would get 4 or 5 match and we get damage with one hit thru the shield.
We playing it on Xbox, and this has been an on going problem with this game.