Business ProfileforElectronic Merchant Systems

Not even sure where to start. I was setup to process payments with EMS on Monday. I immediately processed 2 customer payments. These were customers of mine who signed credit card authorization forms, service agreements, approved invoices, etc. Basically, legit interactions, not random online purchases. I was told I would receive payouts in 24-48 hours, which was cool by me! They told me they would keep a 10% reserve on my account until it reached $45,000. Once again, cool with me. The first 2 payments were flagged and they asked for more information about them. Too be expected as I was a new merchant. I immediately provided everything. The lady who was handling my account in the risk department, Bryana H, then told me she would be calling my customers to verify the transactions. This was upsetting, because if a merchant company called you to verify something, your first thoughts would be, "This is weird, maybe I just paid a shady company". I gave her both of the customers contact information. She never contacted them. She said she did multiple times, she didn't. They both confirmed they didn't receive anything from her. I then asked her to call my customers directly, which she reluctantly agreed to. She called one of the client's and verified everything. She then asked him to call his bank and do a 3 way call with her on the line. This of course sketched him out. He just paid us for our services and now the company wants a 3 way call with his bank? He also relayed to me that she provided very limited information and was extremely rude and just generally unhelpful. Since he felt uncomfortable with that she said the funds would be held until the "chargeback window" was up which to my knowledge is 180 days. Not the 24-48 hours I was originally told. The other client has told me multiple times they haven't heard from her. She has been awful every step of the way, refusing to put me in touch with a manager. I have zero disputes. Stay far, far away...