Pathetic after sales service and promises not kept

In December 2023 my Pastel Partner license (Base serial number: NDAB******xx) was up for renewal. I was contacted by Phindi Miya and advised to move over to Sage Cloud. I told her that I am an accountant and only have 5 monthly clients which I have to capture on a monthly basis. I then have a couple of very small clients that I only capture once a year. She advised me to convert over to Sage Cloud with 7 companies and also said that I MUST KEEP THE DESKTOP PASTEL PARTNER AS I WILL STILL HAVE FULL ACCESS BUT WITH NO SUPPORT. This was confirmed with an email. I agreed and an invoice was sent and payment was made. I’ve subsequently moved over all my monthly clients to Sage Cloud. In January I phoned the registrations department to activate the Pastel Partner so that I still have access with no support (as per Phindi’s advice) so that I can still capture my small clients which I do once a year. This time I was advised that if they cancel the support I won’t be able to use Pastel Partner. They’ve activated Partner now, but it will expire 31 December 2024 – after which I have to pay again for Partner if I still want to have access. THIS IS ABSOLUTE NONSENSE!!!! AND DEFINITELY NOT WHAT PHINDE ADVISED ME!!! What was the use of registering and paying for Sage Cloud if I must still pay for Pastel Partner as well. It is not cost effective for me to register these small companies on Sage Cloud as their annual bank statements amount to about 20 pages. So that is why she told me that I can still keep Pastel Partner on my desktop and have full access so that I can capture these clients annually and do their financial statements. I was promised a call back from her after she’s discussed the issue with her Supervisor on 31 January 2024, and have still not had any response. I can’t understand why she needs to speak to her supervisor now if this was all agreed in December 2023.

It's now been 2 weeks and I don't get any feedback accept that she is still waiting for her supervisor. So they've now taken my money and won't give me feedback.

I've subsequently contacted them again to request a refund so that I can move over to Quickbooks, however they're refusing to give me a refund.

Their after sales services is NON EXISTENT, and then they refuse to give a refund so that I can move to an accounting package which is going to be cost effective for my business and clients.

PLEASE BE CAREFUL WHEN BUYING YOUR SAGE PASTEL LICENSES AS THEY DO NOT GIVE YOU WHAT IS PROMISED!