Cancellation Ignored and Debit Orders Continued

My client formally cancelled their Sage business cloud payroll subscription on 7 April 2026.

Despite the cancellation having been submitted on the platform and acknowledged via email, Sage has continued deducting monthly debit orders from the client's account. In addition, there has been no processing or use of the service since February 2026, meaning charges continued despite the service effectively no longer being utilised and being formally cancelled.

This matter is concerning because:

• Clients were forced to authorise Netcash automatic monthly payments around financial year end due to being locked out of fully paid accounts and being unable to close out the financial year for tax purposes otherwise • The cancellation request was submitted officially; • No processing activity has taken place since February; • Debit orders continued after cancellation; and • No authority exists for continued deductions after the effective cancellation date.

We therefore request:

• A full refund of all amounts deducted from 1 March 2026 to date due to no processing taking place from March onwards; • Immediate confirmation that the subscription has been officially terminated and closed; • Written confirmation that no further debit orders or charges will be processed against the client's account ever again in future; and • Confirmation of the timeline for processing the refund.

If this matter is not resolved promptly, further steps will be considered through the relevant banking dispute and consumer protection channels.

We request urgent attention and resolution.