Sage Business Cloud Disgusting Service

My business has been a Sage Pastel user for almost 20 years. We used Express 19. Not a single issue in all those years. We mafe the decision to convert to Sage Business Cloud because of the great feature of having access anywhere.

We only did the conversion on Friday 12th December 2025. I worked on Sunday a little and there on Monday when we log on, there's an outage on the site. So entire of Monday I patiently waited. Tuesday was a holiday so I log in again and still not resolved. So I called the Customer care at 8: 03am. Spoke to the agent who was pleasant. She assured me they are working on it etc. Later on the day after I sent an email through my log in was successful.

To my utter dismay, the situation was going to progressively worsen. While navigating the product I see that im unable to send out statements and I called again. This time is was transferred to ant 4 people and then I not an agent uncover what the issue was. The person who did the conversion or added details in , left my payment plan as a free trial. So I paid for this plan so assuming this would be the end of the issue. Unfortunately it was the beginning of another unsolved mystery that is still unresolved at 7am 19 December 2025. I still cannot send statements from the Customer statement run. All the data does not even appear in the preview. But in the statement report everything is there. It's like a giant mystery to the agents. I was assured that I would get a call yesterday morning. No call from that agent. Then the lady who has been calling called. I told her. She said they would escalate it. Still no feedback until close of business yesterday. So then I sent an email after 4pm. Stating my disappointment. I get a call after that email to another agent at 5:02pm!!!!! And now I must work with a new agent, explain the entire issue to about tge 8th person and after 5pm. Gaving spent over 2 hours the previous day on 1 call. That's apart from the other 30mins here and there.

This is absolutely unacceptable. The agents are ill equipped. Stay away from Sage Business Cloud. I do regret the conversion. My account capturing is all on hold due to this neglect of resolution. Some other than a call centre agent needs to call me. Im exhausted and im going on holiday and have to drag this with me. And certainly not after I send an email to call me then with no communication the entire day yesterday. You've dropped the ball Sage SA.