SAGE Pastel Accounting a disgrace

Sage Pastel Accounting has really let us as a customer down. We were told that by 26 March, when we opened our pastel it would ask us to update. This never happened. No updates were sent out, nor posted on the customer portal (what is the use of a customer portal when they don't post it there) Checked all other placed but still no luck. Sent an email to try get support, but we were sent a document and an email where the links did not work or were for another version. We tried to call numerous times but the lines are all engaged. Once when it was not engaged we held for almost an hour. We are paying for support and we should get it. We are now sitting unable to process on the 3.4.2018, all lines are engaged. I find it a disgrace for Sage that this was not done in a proper manner and letting their loyal customer down!