Not receiving payments swiped on Card Machine

I have had my SureSwipe machine for 1 month and out of 12 batches, I have received 6 partial payments, some of which I have not had any payment and 6 full payments. I have been querying this with them but get told that this has been escalated. I do not get any feedback from them updating me on my query or any information as to what the problem might be. I am a very small new business and need every cent that I swipe and to date have not even received half of the money swiped on the machine so far.