Ridiculous waiting periods on support and no assistance from account manager

I am an accountant for various entities, so I use Sage Online for accounting purposes. My business is small (I have around 12 clients on Sage) and when I signed up, I was promised loads of assistance and support. However, this is the third time now that I need urgent assistance with the Sage system and really struggle for more than a day to get it sorted. The time tracking module is part of my package. I recently employed someone and once I added them to the time tracking system, my own time tracking no longer works. I logged a call and sent an e-mail to my "account manager" who was assigned to help me in situations like this. I can't get through and no one is responding to the e-mails. I sent an updated e-mail, including a few other Sage contacts from a previous call and after a day, I received a call from my account manager who said I should hold the line, she is putting me through to support for assistance. I have now been holding the line for 6 minutes and counting and no one is helping... This is ridiculous. It is provisional tax month and I don't have access to log my time and need to spend hours on the phone to just understand why this module is no longer working. Definitely moving over to a different system soon where proper support is offered.