Ineffective Time Tracking Module

Our company has changed our accounting software to Sage One Accounting to make use of their project management system. Seventy percent of our annual billing from Sage One is for user licenses to access the Time Tracking Module in order to log their time. Sadly we discovered that the Time Tracking Module does not produce accurate reporting. I have contacted the call centre on numerous occasions and were advised that only if sufficient complaints are logged would this be reviewed. Why? 1. This is a service I pay for. 2. The objective of a project management system is effective reporting. I have tried to escalate my query but to no avail. I have even called the local offices but were advised that only the call centre can assist. Which they are clearly not interested in doing. I would love for this to be resolved and our company to continue trading with Sage but if this is not resolved as a matter of urgency we will have to look at alternative options for our accounting software.