Sage One Payroll lack of support

Sage is not the company it used to be. They were renowned for their service and support - this no longer exists. You cannot get to talk to anybody. I have been struggling with importing a payroll file into Easyfile and first contacted Sage at the beginning of May. Today is the 26th and I still cannot import the file, nobody is answering their phones due to high call volumes!! I wonder why???? I had two errors which needed to be sorted out - they corrected one and told me I had log a new request for the second error, which I did over two weeks ago. Is Sage going to pay the admin penalty for non submission ????