Where is the support !!!!!!

My Pastel has stopped working and shown up an Error 20. I have spent over 300 minutes trying to contact someone in support unsuccessfully. I have completed their survey negatively and eventually today someone phoned me to say that a technical person will contact me at 2pm. I am still waiting. My financial year is this month and i have not had Pastel for 2 months. I have been a user of this package for 15 years. What is happening - very frustrated and looking to change software but i have just paid for the new years subscription.