Sage Pastel as usual shocking service

We have had trouble with our year end rol***** and have been advised to export data and re import into a new account. Pastel will not assist us as we are suddenly linked to a company we have never heard of called Outsourcing Solutions and unless they state they are unable to help us only than will Pastel assist. We than have to write a letter to Pastel stating they were unable to assist with all details. Roll over is urgent and we are at a standstill and why should I use some company that has somehow put their name onto our profile. Absolutely disgusting.