Really disappointing "service" from Sage One during failed conversion

Our company Strathmore was on Pastel Express, and we chose to go onto the package of Sage One accounting and payroll cloud. We paid and sent off the conversion forms. We were unable to access the site in order to upload the back up files for conversion, because one necessary password was not provided. We waited two days for a reply from Sage, when the reply came - it was nonesense and unrelated to the query. So we resent the query and a reply was finally received the third day around. We uploaded the files and it took two more days to do the conversion. Upon checking the records for the company, our bookkeeper found that the vat balances were not transferred across. We spent days trying to call Sage, there was no reply at all or we held for over one hour. There are endless recorded messages with endless email addresses that a client can email to get information, the problem is that by the time you figured that's the one you need it has already been rattled off and you missed it. To no avail. I sent three emails - more than a week ago - needless to say, there has been no reply. Eventually we managed to get through to Boitumelo Segole a support consultant, who is trying to help. The request went to her on Wed 11 April. Today we requested an update today, 2 days later. The reply is

Kindly note that we are still investigating the query and will advise before close of business today on what is the way forward. It might even be way before that.

We truly apologise for any delay this might be causing.

Really????? we had to resend our back up file to yourselves because you misplaced it. Now we are waiting to hear why the conversion was not done properly. How do you guys think this is affecting our monthly accounts process?

In addition to this wholesome mess, we have also been locked out of our Pastel accounting profile - the old one!! Not sure why this is the case, we are still your customers, and we paid for the Cloud version, why can we now not go back to make adjustments and work on last year's accounts? surely we do not have to pay again for another year, for both the old system and the new? come on guys, this is such shocking customer service, and the excuse, whatever it is - does not matter - a company as large as Sage should have sufficient back up staff to manage a simple vat change.