I also need help resolving an issue with an overpayment from back in February 2022.  I originally tried to resolve with Sage but they kept giving me the run around so  I had Mastercard refund one of the payments but then Sage locked me out monthly for 4 months until on good faith I paid a new subscription until the "missing" payment could be found and resolve the issue.  It has been 9 months and still no resolution.  I had two contacts and neither one will respond any more to phone calls or emails.  I am at my wits end as to how to put an end to this horrendous treatment.  If it was a simple thing to quit and just blast facebook, twitter, etc telling everyone about this awful treatment I would but unfortunately switching accounting programs is not so easy.  So...am hoping taking my complaint to a blog will help get Sage to do their due diligence and look for the missing payment.  It seems like an easy thing...an ACCOUNTING PROGRAM COMPANY actually looking into their ACCOUNTING to find a payment on a specific day for a specific amount sounds like a simple task and a no brainer so why am I getting the run around?!

Hi Jeff,

So sorry to hear about this experience. Believe I found your account ending 400xxxxx792 and found the order in February 2022 ending 100xxxxx448. Looks like this was credited in May 2022. I've forwarded your comments and account details onto our Sage 50 CA sales management team and have asked them to follow up with you, as well as, to check where the credit went. Will update you with any news. I've also added notes about all this onto your account.

Warm Regards,
Erzsi

Good morning Erzsi  Thank you for your prompt response. We were charged twice in Feb..Feb 9th and feb 10th,  We received a credit for the one charge however Sage does not show the Feb 9th payment and seems to not want to try to trace it (I have provided proof from our mastercard showing the both charges so obviously someone else's Sage subscription was paid by our funds). As I received a credit for the subscription tied to our account not the one that Sage can't find each month I would get locked out of our program and have to wait for Brice to unlock the program, causing great havok to my day so in August in good faith I paid for another subscription and waited for either Mastercard or Sage to sort the situation out.  No one has sorted anything out. Everytime I call Mastercard it is a two hour on hold wait which I have done at least 5 times now and all to have Mastercard  tell me as it took this long they can't do anything. And on Sage side my contacts (Brice and Samantha) won't return my emails or phone calls.  Mastercard did try calling Sage on my behalf and got no return call.  This is very frustrating.  If you could get it escalated so someone traces the Feb 9th missing payment that would be greatly appreciated.  All the correspondence should be listed on our account with copies of the mastercard statement.  Mastercard advised the missing payment  was a card swipe in Toronto...which is out of the question for us as we are 2 1/2 hours away from Toronto so we would never drive to Toronto to make a payment.   Thank you in advance for your help!~

Update - received a call right away from a  Bobby Heir after posting this message who I re-emailed all the proof again to his direct email.  He promised to reply to confirm received.  Todate I have sent two emails and 4 voicemail messages and no response back.  What is wrong with this company to have such horrendous customer service.

Hi Jeff Wettlaufer, apologies for the delay in response from the team. They were awaiting details from our Finance team. I understand that Bobby spoke with Susan this morning on your team about the chargeback.

Hi Erzsi  Yes Bobby did call Susan and clarifed that it is a fraudulent charge and Mastercard should be able to see that.  I am not sure why it has taken since Feb to get answers but we appreciate Bobby and yourself for the help provided trying to resolve this.  Thank you and crossing fingers mastercard will due their part and retrace where the money went as they didn't seem to think it went any where else but to Sage last time.  Thx

Hi Erzsi  Yes Bobby did call Susan and clarifed that it is a fraudulent charge and Mastercard should be able to see that.  I am not sure why it has taken since Feb to get answers but we appreciate Bobby and yourself for the help provided trying to resolve this.  Thank you and crossing fingers mastercard will due their part and retrace where the money went as they didn't seem to think it went any where else but to Sage last time.  Thx