Payroll - Empty promises

In March 2016 we converted to the “Old” QuickBooks payroll from Pastel Payroll (which we should have never done) and then in July 2016 we were converted to the new Payroll, KeyPlayer (after it took them one and a half month to convert our data). In the first month of processing the salaries, the PAYE didn’t seem right and I contacted QuickBooks support who in turn (after doing a long investigation) told me to change all the salaries to periodic and that should solve the PAYE issue. It seems that all the staff are owing SARS thousands because they were changed to periodic and I have the horrible task of telling them that they owe SARS because of the advice QB gave me.

At the end of August I asked them to check if the IRP5's are correct and that took them 4 working days to confirm that they are correct.

Then I asked them how I can explain to the staff why they owe SARS for tax year 2017 in layman’s terms and how changing the tax to periodic affected their PAYE? After a few questions re our conversion in 2016, I was told the following on 11/09/2017: "I just spoke to one of our onsite consultant and he says that he might be able to fix this in the background

He will evaluate the data this afternoon, please bear with us for another day.

I will try my level best to push him so that he does it today"

I am not sure what they think they can fix because the fact of the matter is that not enough PAYE was deducted by the program and paid to SARS.

They asked me to give them another day, well it is 18/09/2017 and all they can say is that they will follow up with the consultant.

I need to give the staff feedback urgently