Urgent refund required

Dear Sir/Madam, On 13 August 2024, our organisation deleted several companies from the Sage system under the impression that this would automatically stop billing for those accounts. However, we continued to be billed the full subscription amount in the months that followed. Our accounts team made numerous phone calls to Sage during this period, but were repeatedly transferred between departments without receiving clear guidance or resolution. It was only on 19 December 2024 that we were finally advised that simply deleting the companies did not affect billing, and that we were also required to manually downgrade our subscription on the online platform. This was not communicated at the time of deletion, and we maintain that there was no reasonable way for us to have known this requirement without being explicitly informed. At the beginning of 2025, we began requesting a refund for the months in which we were incorrectly billed. Unfortunately, our emails and calls again went unanswered or unresolved. It was only through engagement with Mr. Pragasan Pillay, during a separate payroll upgrade process, that we received assistance. Mr. Pillay referred us to Mr. Sphamandla Kholwa, who contacted us telephonically and instructed us to submit our proof of banking and an explanation of the issue to ***. We comp**** with this request in April 2025 and received a reference number (HD***9), with confirmation that our query had been resolved. However, no refund has been received to date, and no further feedback has been provided. We respectfully request that this matter now be escalated to the appropriate department or senior personnel for urgent resolution. We believe we have acted in good faith throughout this process and that the delay in refunding us is both unreasonable and unfair, particularly considering the clear communication shortcomings on Sage’s part.