Complaint Review: Merchant one Payments

A few of my customers expressed issues w.r.t security. Several of them contacted our support staff and registered complaints. We in turn got in touch with our service provider, Merchant 1, to help us resolve the issue. The exec who attended our call was rude and told us that their fraud management software is too good and that our staff must have done something. We had to go through several levels to finally get to the customer relations desk. As of now we are engaged in a tussle. Think we made a mistake by signing up with the vendor. Would like to warn fellow businesses.