Sage has NO customer service

Absolutely shocked at the service received from Sage. i paid the tax invoice within the week i received it, more than 8k, and yet my pastel has been blocked. i have emailed renewals i don't know how many times, i get read reports but not one damn reply. i then call and they say it is registered, come back from the weekend and cannot process anything. i have now been on the line over an hour waiting for the super busy consultants. my question is, are the consultants busy because of the lack of service. What is actually going on here?