Dysfunctional company and non-existant customer care

On 2 September 2025, we renewed our Accounting Standard plus Payroll package online and made full payment. Despite this, we have been unable to access Sage One Accounting, as the system continually displays the message: “Accounting Registration Expired.”

Over the past week — including yesterday — we have spent extensive time on the phone with multiple consultants, yet the issue remains unresolved. We have also sent several follow-up emails, none of which have received the courtesy of a response.

This ongoing inaccessibility has now created serious operational challenges for our business. Our VAT returns are due, and due to Sage’s failure to resolve this matter, we are unable to submit our returns. We would like to know who will take responsibility should SARS impose penalties for late submission directly resulting from Sage’s neglect.

This is not the first time we have experienced such poor service. On 10 July 2023, I lodged a similar complaint on HelloPeter. Unfortunately, judging by the volume of similar complaints from other users, it appears that service quality has not improved.

It is deeply concerning that a company entrusted with the financial management systems of thousands of businesses can operate with such inefficiency and disregard for its clients. Consumers have a right to quality service under the Consumer Protection Act, and perhaps it is time that unresolved cases such as this be escalated to the Consumer Tribunal.

We therefore demand urgent action to restore access to our Sage One Accounting account and confirmation that our subscription is active and correctly linked.