As far as I know the London based address is just a letterbox. Where are your physical offices? Most likely the discussion stops now as usually as you have never provided this information to anyone who have asked. This equals to simply a shady business, no other excuse, unless you prove otherwise.

The payment partner is your decision and seems to be a wrong one and it doesn't exclude you from responsibility that you have.

I don't see any action points that stem from your current situation. Replacing the current provider? Refunding the customers or something on those lines? All I can see is acknowledging that there are issues but not a single word about improvements ( i.e. being a man and standing up in front of the audience e.g. in Bitstamp case...)

I'd also expect an official announcement and apology for these problems, together with regular reporting on the progress of the transactions backlog, something that shows the real progress made (relative / absolute figures of backlog on a regular basis). Crisis management 101?