We've been using Merchant e-Solutions since we began using NetSuite in late 2015. We've had multiple issues with their service in the last month which is very unusual. You can no longer talk to someone knowledgeable on their end, just the basic help desk. They recently closed down their Spokane, WA office, and everyone we used to interface with. The last two reps I've spoken with are in Atlanta, were hired within the last few months, and they've apologized profusely for not being able to help, and for not being able to get anyone else to assist.
Our biggest issue is that somehow a non-customers card was charged in the back end, but all information within the system shows we charged the correct person and card. I've never seen anything like this. I've done a bit of research trying to find out why no one will get back to us and it looks as if Merchant-e was taken over by an advisory/consulting group called Alvarez & Marsal. All signs point to financial issues with Merchant-e.