shocking and utter failure!!!

Payfast is single-handedly destroying our 4y old startup and reputation! Payfast takes money off our customers' accounts but shows these transactions as failed to us. when we report it and ask them to refund customer so they can rebook, Our emails don't get answered!!! They cut off all their support channels other than AI-driven live chat on their website which isn't trained properly, doesn't work and drops you after you've spent 5min entering your details in, because it can't identify you on its own in the system. The result is a MASSIVE amount of time and extra cost on our side to deal with customer complaints and worries about our legitimacy given that a customer finds it difficult to understand where their money has gone and how they'll get it back. We don't know any better.