Extremely Poor Service for Merchants

Rude customer care for merchants. Lack of adequate communication with merchants. Money has been trapped with Payfast while we are stuck on the verification process. Their contact team is rude and won't transfer calls to consultants we previously talked to. This is extremely infuriating since the issue is new to the current consultant and results in the lack of progress... How can they possibly allow this? Definitely plan on using a different provider and would advise my colleagues to do the same.