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The last time I had an MyLink brain freeze on a GM vehicle (my 2016 Trax), I contacted OnStar. The system was completely frozen.
I was sitting in the car talking to them directly on the cellphone. First we went through the door open routine to reset it, but when that didn't work, they did a remote reset and that fixed it.
As for the iPhone interface, it has never worked properly. I cannot access voice commands at all. The only way I can place a call is via the touchscreen, which means pulling over. And more than 50% of the time, the phone does not connect when I start the car. If I'm expecting a call, I have to remember to press the call button on the steering wheel to initiate the connection before I drive away, or else the damn phone will just be ringing in my pocket. This is an iPhone X, always kept updated, BTW.
In contrast, the comparatively primitive "upscale" system on my 2010 SS (LED screen, no touch) always connects to the iPhone a few seconds after I start the car and behaves as expected.
You could try calling OnStar again, and ask them to stay on the call until the problem is fixed.
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