Pathetic customer servide

I'm struggling now for 3 months with Safe support to get the bank feed on our Sage programme to work. Then it work and then it stop again. Every time it is escalated to the Senior Practice Manager, the message received it - "Let me look into this. Unfortunately support / dev need to help here" Although the system are not working correctly I am expected to pay for the functionality. I cannot update statements to my clients and this has a serious impact on my business and then I'm not even referring to the lack of service from Sage. This is not what I am used to