Help bad at Pastel Payroll

I requested help at 8:00 for a very urgent query going back 3 years. I was promised that 2 emails with tax programs. I was promised that this would have been sent to me immediately, but 3 hours later and nothing. I phoned to make sure they have my correct email address, but was told I must just be patient this will be sent to me same time, today or tomorrow We pay a very high yearly fee, this type of help is not on