Does anyone have a contact at ESE?

I’m helping a merchant out. The guy defaulted on ESE and is trying to go on a settlement agreement. The contract the merchant has and the contract that ESE claims they have are two separate contracts. The merchant has requested the contract from them as well as an activity report but they refuse to give them to him. he has tried calling but they will only respond to the merchant via email. He has about a $4k balance with them and they're charging him a $4k default fee on top. I know all merchants lie and the ESE contract is probably right but it is odd they're not giving him the contract and activity report. The merchant hired an attorney to take them on but is this common practice for them?

Are they the new Hybrid Advance?

Is there a number for someone at ESE that will actually pick up his call?