Terrible service experience for Paygate Merchants

Ever since Payfast bought Paygate, the service for Paygate clients has gone from brilliant to absolutely no service whatsoever. We sent an email at May 23 2024 for request for support for a transaction that was deducted from a client's account although she cancelled the transaction. It is now June the 10th 2024 and we are still waiting for a response for an urgent matter. Now looking to change payment gateways as we cannot afford for our own customers to be upset with us because our payment gateway is incapable of providing service.