Not Cancelling Debit Orders

Item: Sage South Africa
Rating: 1

I have moved our accounting software to Sage One- a brilliant online package that will enable me to work from anywhere - without being confined to my office. When I moved over, I have emailed CS to cancel my previous debit order on our old system, being pastel express and move my account over to sage one. The lady confirmed on the 13 April 2017 via email that she will cancel the account and debits for the express system. From April 2017 I had still been debited monthly however I hadn't realized that this debit was still for Pastel express, and assumed the debits are for Sage One, our new system, until yesterday when I realized I could t access my Sage One Profile. When I called the SAGE ONE center to verify, the accounts department was extremely rude, shouting and not giving any solutions, but rather responded with I can't help u. This was highly infuriating and some words were exchanged, after which she dropped the call on me. She felt nothing to cut the call on a highly irate customer, who expressed that her business has STOPED as a result thereof. I did manage to get a hold of another agent who ran through the process to rectify. My concern is that after having asked Pastel to Cancel my debit order on Pastel Express three months ago, and this had not been done. If I had not picked this up earlier, will sage continue to debit me. I also want a refund on the debits that have went through after cancellation. Its sad sad, as you have a wonderful system- I recommend it to everyone, but was so disappointed with how this was handled, and it comes across as if Sage is alittle dishonest, as your staff have failed to run through properly with important things such as payment cancellations.

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