Sage Payroll Account Deduction Inconsistencies

I am extremely disappointed with the service received from Sage Payroll following our migration from Sage One Payroll to SBCPP in March.

In February, both Sage One Payroll and SBCPP deductions went through from our account. I immediately raised an inquiry because it made no sense for both systems to deduct simultaneously. Instead of receiving clarity, the situation has become even more frustrating.

This month, our normal monthly subscription of approximately R700 suddenly exceeded R1,000. When I contacted support for an explanation, I was told the R700 is supposedly reflecting as an “outstanding balance,” which is completely contradictory considering the inconsistent deductions already made from our account.

What is most concerning is the complete lack of proper customer support:

* Calls are constantly transferred between departments * No one takes ownership of the issue * I was placed on hold for over 30 minutes before the call disconnected * Support agents repeatedly refer customers elsewhere instead of resolving the matter * Emails sent to the support address only receive automated responses with no actual feedback or resolution

At this point, it feels impossible to get a straightforward explanation for billing discrepancies. A payroll service should provide accuracy, transparency, and reliable support especially when dealing with company finances. Unfortunately, this experience has been the exact opposite.