When a client is processing millions of dollars per year, it's too risky to be in a situation where they have:

All authority in decisions No obligation of support

Either give me authority in transaction risk management to determine what's fraud or not.

Or answer the phone when I call to get support on what decisions have been made in my account.

They want their cake and eat it too. So I'll get pie somewhere else.

"it's because of people sharing stories like this that we've been planning our migration away to a more responsible (and responsive) processor"