It’s an option. PSA is unique because they have two months worth of prepaid business in process at any given time and know exactly how many submissions are inbound. This allows them to see how changes to pricing and est turnaround affect demand in real time and adjust accordingly. Given that z&g operates on a weekly cycle and their entire value proposition is simplicity and high payout rates it’s probably not the best option for their business model.
I’ve never used z&g so I don’t have an opinion on the service either way. Maybe they need to increase prices, hire more employees, scale back or all of the above. The difficult part of navigating periods of unusually high demand is not knowing how long it will last. Changes to a business based on temporary market conditions are risky so I’m sympathetic to any business in that scenario.
If service is lacking customers are well within their right to be upset. I think it’s also reasonable to give them some time to adapt to the market conditions.