Is business owner lying or is square doing it?

Hi, we have a merchant who has been doing a monthly payment for a service. We noticed that we were getting duplicate and triplicate charges in the same month for the same amount. Merchant first said it was an accident, and now states that Square was making these charges on its own. She says she doesn't have the funds charged, and that Square has them. We are talking about 11k in overcharges total. She says that Square has disabled her account and is investigating the situation, but had told us earlier that she reached out to Square and that they were supposed to be fixing the issue. My credit card company states that Square merchants initiate charges, not the platform itself. We are not familiar with how the platform works, and if there is a way to contact them directly as we aren't the merchant. Any suggestions or thoughts? We are likely going to open a fraud case if this is not fixed.