You need to step up and put a statement on the top of the page, specifically addressing what you are doing to fix the failed payments, and the compensation you plan to offer your customers.

I've gleaned the following from your support staff by reading through the many complaint posts on Faceboook:

"We're in the process of getting the system ready to start processing each order.

We're working on getting through the back log, we just have to get the OK from our developers to go ahead and start processing them. The ones from yesterday will need to be manually processed when we are able to."

In other words, you don't yet have a fix for the failed payments, and have not started the actual process of correcting them.

Man up, do the right thing, and make a public announcement! You owe it to your customers at this point.

Furthermore, I do NOT appreciate your "customer service reps" implying that us complaining about a service that has been broken for days is hindering their work. Maybe if you made a meaningful statement, people would back off the complaining a bit.

People can be understanding, but not if you keep them in the dark and feed them BS.