Sage Pastel - over promise and under achieve

We recently signed up for an upgrade to our present package. Salesman sold us a package and we paid upfront. After a few hours we were advised by our accountant that the package was the wrong package and they should have upgraded us to a package at less the price. The incorrect was a package that was becoming "old" in a couple of weeks. Its now over a month and we are still waiting for feedback and refund from Sage Pastel. Telephonically the salesman is on top of his game but is nowhere when it comes down to the nitty gritty. Worst of all is that you can not even get hold of anyone on their telephone lines to sort this matter out. Over promise and under achieve