SAGE Payroll for Polokwane SPCA not doing the split within 3 days as promised

Polokwane SPCA have been trying to move our payroll from one bookkeeper to another and they were promised this would be sorted out within 3 days in December. It is now nearly the end of January and this still has not been done and this SPCA has not been able to pay SARS and we need to load and pay salaries for January by Tuesday and despite all the emails etc, SAGE has not bothered to get this sorted out.