Why doesn't Gusto take responsibility and rectify the pay problems that they have caused?

I work for Two Marines Moving. We are a Veteran Owned and operated Company that has been in business for 12 years. We have about 80 employees most of which are Veterans of the United States Armed services. For 11 ½ of those 12 years we have used 2 other payroll companies with no issues and were extremely happy. We recently switched to Gusto and have had nothing but a horrible experience. The most recent and worst of them all started two days ago on 3/11/2020. We were emailed from Gusto Customer Service that our Payroll had been deleted and that our CEO had to log into the system and fill out a 8655 Form in order to get our payroll processed on time and there was nothing else needed to be done from Two Marines Moving. He logged in immediately and upon viewing the document he noticed it was already signed and dated. We attempted to run the payroll and were unsuccessful. We again contacted Gusto to find out why this had happened, and they had told us that there was another document that needed to be signed along with the 8865 and that it was our fault for not noticing the form. We were then informed that the direct deposit portion of payroll will be ran a day later than planned for. We asked how Gusto could fix the mistake they made, and we were told they wouldn’t. We then had multiple levels of our management attempt to reach Gusto and fix the issue. Finally, our CEO had gotten on the phone to speak to a manager. We were again told that Gusto will do absolutely nothing and that because we had spent so much time trying to get our Veteran employees paid on time another cycle had lapsed and now they will get paid 2 days later than expected. We then informed all our employees of this mistake from Gusto and let them know that they could call their customer service to pass on any complaints. Several of our employees informed us that response given from the Gusto customer service staff was that “your management team did not process payroll on time” even though I have Emails from the customer service team at Gusto saying otherwise. How can you not only have one of the worst payrolls and customer service companies AND be liars at the same time? Is it company protocol to purposely not pay families due to the incompetence of your staff?