SAGE ACCOUNTING & PASTEL PAYROLL ERRORS

Since March 2022 we have encountered issues with our Sage Accounting Program.

There seems to be issues with the updating of batches where batches are updated and sometimes the transactions seem to duplicate.

We have been informed that this was due to environmental issues which is unclear to us at this stage.

Up to date (June 2024) Sage can still not explain why this happens, they made us pay for a data fix, while they can't explain the faults in their own program.

Bear in mind that we have been in contact with Sage since March 2022, and begged them to assist us with the cause of these errors so that they could be prevented.

Then we only had 3 companies with these errors. Each time we phoned them again, more and more companies presented these errors.

To date, we are counting up to 20 companies!

Can they really expect us to pay for all these companies to be fixed without knowing what causes these errors?

They keep doing data fixes, but they cannot tell us why these errors keep happening and how to prevent it, after several requests from March 2022.

We requested a face-to-face meeting with a product specialist on May 21, 2024.

We have been waiting for almost a month for feedback regarding a meeting with a product specialist so that we can sort out these accounting errors, as trying to find the root cause for all these errors via e-mail is unfortunately not working.

We need someone to show us face to face why these errors keep occurring and how to prevent it.

I have sent the meeting request on Tuesday, May 21, 2024, at 9:59 AM, we still have not yet received any feedback regarding this request after following up 5 times, once every week.

Same issue with the Sage Pastel Payroll, the year to date amounts does not clear when running a year end, which causes inaccurate PAYE and UIF amounts, the emp201 report has duplicate inaccurate amounts on and no one can tell us why of how to fix and prevent it. The product specialist cannot "pin point" why this happens...