Awful and *********** Customer service, account management, and internal communication

We’ve had a terribly frustrating experience with Sage South Africa that has spanned over several years and remains unresolved.

Despite cancelling our desktop subscription in 2019, we continued to be billed annually for it without any notification or clarification. To make matters worse, Sage has now admitted that they’ve been incorrectly allocating our cloud invoices to the desktop account. This error has led to persistent confusion and miscommunication, and we’ve received an additional invoice of R15,000 after cancelling the account.

We’ve been following up religiously since 23 September, yet the assigned employee went on study leave without handing over the case or advising us of any alternative contact. This lack of continuity and accountability has left us in limbo.

We settled our account in March this year, as confirmed in our email trail, but Sage later claimed that a payment had been misallocated again placing the burden of their internal errors on us. It’s unclear why we’re expected to resolve issues that stem from their own system and administrative failures.

This experience has highlighted serious flaws in Sage’s customer service, account management, and internal communication. We’ve tried to engage constructively, but the lack of resolution and transparency is deeply disappointing.