Sage Software

Cannot pay EFT on account ???????? I do not have a credit card and access to a debit card, so I paid EFT, now they are reversing the EFT. Then when you phone you speak to the most rude person; and when you want to speak to the manager, she is not available, how convenient?
They must change their payment options for easier access.

Sage50 refuses to credit my account for cancelled services.
March 18, 2020 I added on Electronic Payroll Service but cancelled it the very next day March 19,2020. Both transaction were with the same representative and he confirmed that he had removed the EPS - only to find out that not only did he not remove it - he processed my annual renewal that day a month in advance of my historical renewal date with the added charges on. Once I continually phoned and emailed - he responded by email and stated he once again that it was removed. A second fabrication but what he did was lock up my entire accounting software. I contacted him again and his response was to send me an email telling me I had to phone support to fix it. The support was awesome but they wanted to know who had done this as it was highly irregular. We are now in May and despite my constant emails and phone calls - it has not been removed from my account.

I received an email on an automatic renewal for their sage 50 accounting software. I called to get it cancelled an they refused to cancel.
I received an email on an automatic renewal for their sage 50 accounting software. I called to get it cancelled an they refused to cancel saying they don't have the authority to remove it off my credit card or cancel the auto renewal. They say only the sales rep who opened the account can cancel the account and they forward me to said person.

They did not answer the phone so I left a message. I called back saying the person did not answer and they said they will leave an email to that said person to cancel the account. They also said I will get a call back and an email confirmation on the cancellation.

I did not get a call back or confirmation on the cancellation. They also would not even give me the name or direct email or phone number to the person responsible to cancel the account.

My credit card was still charged for over $1000 and the credit card company says they can't dispute the charge without proof of cancellation. The problem is that sage won't cancel the auto renewal, take it off my credit card nor will they give me proof that the account was cancelled.

I have to resort to getting a completely new credit card so they can't ever charge it again. I have continuing to try to get a refund but I can't even get in contact with anyone of authority to do so.

I tried to get the company to cancel my account so they won't charge my credit card. They won't cancel the account nor take my credit card info off their system. I feel completely helpless as they can take my credit card and charge it with me expressing that they no longer have my permission to do so.

BEWARE OF SAGE ACCOUNTING SUBSCRIPTION CANCELLATIONS
I have been a Sage 50 Premier customer since the early days as Peachtree. I have been a loyal customer for 20 years. Three years ago, I somehow ended up with a subscription that had payroll (WHICH I DID ADD-ON)and cost a sizable annual fee. It was set up as auto-renewal each year after. I was alerted that my account would be renewed on Jan 11, 2020. Because I was dropping payroll for 2020, I decided that Sage could be purchased as a perpetual license from a Sage reseller at a one time cost of $400 with three tech support calls a year. That was music to my ears. I purchased this download from Computerized Business Associates online. I tried to contact Sage at least 5-6 times to stop the auto-renewal and cancel the subscription. I was passed off from the personal on the phone to a lady named Robin *** these 5-6 times, who was assigned as my customer manager. She never answered my calls in the three weeks that I called and left a message of my cancellation and for a call back. No call was returned. Then I decided to call my credit card on Jan 7 to not take a charge from Sage. I explained the situation to the credit card company of this happening. The credit card customer service said as soon as the charge hit to call him and file a dispute in which I did. It was soon after that, the dispute was resolved and closed, and my $2600 was added back. It took Sage a week or so to see the dispute. After at least 7 times, I tried to uninstall my old subscription so that I could install my licensed one. The uninstall never would fully delete. I was frustrated at this point. Then I contacted the Sage reseller and told her what was happening. She told me that the serial number that should be entered in was in the download email. I tried again to uninstall and install new program....it loaded the same old program again. Finally, I called my friend who is a top notch IT guy and works for Dell Computers. He came over and went thru the same process that I had and found a lot of files that were still deep in the program. He called tech support himself and was told that the subscription serial number was cancelled. That same serial number was the same number given to me by the reseller. I made one more attempt to chat live with tech support and tell them that my program was in read-only mode and I could not use it. I have a business that needs help and for three weeks no one from Sage contacted me to help me with my problem. It was as if Robin, my management person was totally ignoring me because most likely she would loose her commission. On Friday, Jan. 7, my Dell friend spent 3 hours on my computer trying everything to get the old program off. It comes off, but the new one will still not install. So, here I am four days without accounting software for our company. On my last attempt, I told tech support that I wanted a call today from someone that was in higher management. The tech support guy quickly emailed someone and said the Khaki ***, who was Robin's overseer would call me today. Well, it is 9:23 pm, January 10,2020, and I have yet to hear from Sage. So, I am following up on my complaint to them and reporting this company to the Revdex.com. I have spent countless hours over and over again trying to get my new software to download.....without success because of Sage's non supportive team. I trusted Sage all these years, but when I cancel my subscription and buy a perpetual license they run and hide and will not take care of correcting my serial number. What most Sage users probably do not know is that you can purchase a one- time fee license from a dealer. Sage doesn't want to lose the big bucks.....I love the program and all the features it gives me. Let me warn you that when you drop the payroll add-on, you lose contact with Sage. My account number is ***.

I have been double charged for a year with no resolve. This matter has been going on since December of 2018
I renewed my annual subscription in December of 2018 paying for a year in full of membership for the amount of $1608.95 with my credit card. My credit card continued to be charged monthly for a while year $134.08. I was double billed and after fighting with them for a year I finally had to cancel my credit card. I still have not received a refund and and they are no longer answering calls or emails. This is fraud!

Had a ~$2000 charge for Sage Accounting Software for services not ordered.
Received ~$2000 charge on credit card for Sage Accounting Software that I did not order. Waited over an hour on the phone and finally told the charges would be refunded on my credit card. They never refunded the charges and I had to get a new credit card and refute charges with my credit card company.

Unauthorized charge on business credit card
I was sent an email on 12/22/2019 for Order No.XXXXXXXXXX for amount $1,077.03 for premium support. I had not ordered nor authorize this charge and was not informed prior to the charge. I called back on 12/23/2019 and was given a run around via the automated phone system. I also sent an email to Keith Asberry who had entered the order without replay and complained about the charge as well as the service he entered. The software is available at retailer for a fraction of the cost and am confused why Sage would just not advise me that they were going to charge nor gave me info about the retail product. I have called my credit card company about the unauthorized charge and viewed this action as fraud. My credit card company will issue me new card. However, this action is a misplaced trust in our online commerce system. When a consumer or business purchase from a business, they should be advised prior to unauthorized card charge.

This company charged my Visa for an "Auto-Renewal" Despite a cancellation email on my account. Phone attempts to reverse were futile.
I am a physician who retired from my practice in July 2019. I had dealt with SAGE accounting software for at least 20 years prior to that and never once experienced an auto-renewal of my account which was paid for by Visa each time. I received an email notice from then on October 27th 2019 and responded on October 28th by email that I would no longer require their software. On December 5th 2019 (7 days before the official expiry date) I received an invoice for $876.88 indicating that they had billed my Visa account and my account was billed on December 6th. I have called the company three times, each time put on hold then passed onto the Sales Department where I was also put on hold but each time told that they would contact me by telephone. Given the fact that the expiry date was looming, I asked that one of the people I spoke to, namely, Ullas Mathew, send me an email to confirm our conversation, which he did on December 5th, 2019. I was advised that upon approval, the amount would be returned to my Visa card within 10 business days. It is now December 10th and I have not received a refund. I am amazed that a company would Auto-Renew such an amount without initial approval on my part and the runaround that I was subjected to in trying to contact an individual to correct the situation was unacceptable.

I agree this company is horrible. No service. Rude. They put you on hold. There service staff is untrained.

Sage has billed my credit card for a service that was cancelled over a year ago. They promise to credit the charge but have not done so.
Bogus charge to my credit card... they say they will remove the charge. But have not done so. Date September 18, 2019... $1,320.36

Was charged on my credit card a product that I did not want and they won't cancel the charge. Suggeste they could charge a lesser amount only
In 2015 I stopped using Accounting S/W Simply. IN 2017 I had to order it again while looking for someone to look after the books of the company. Never realized that I was signed up for automatic upgrade. Summer 2018, was sent an invoice for an update that I never used and no-one flagged that invoice for me to call the OEM. This year got another invoice but someone flagged it and then I called the company. They don't want to reimburse me after various calls. The charge was on my credit card the same day as I received the email such that actually I could never told them to hold off. I received so many of these email "click here to see the details of your order" that anytime I receives those it goes to the trash. I realize that this was actually charged on my credit card when we reviewed the charges on line. I returned to my trashed email and opened the "invoice". I canceled my card and started a dispute with VISA. They only suggested hat they could lower the charge to their lowest software package upgrade actually removing about $300. This is a very sleepy practice as most people received so many fraudulent email that they ought to know that no-one would open the attached invoice for fear of malware/virus and two how can you contest something when it is charged the same day. Even if I would have called the same day it would have been impossible to cancel from what I could gather from their response.

Did I understand what I signed up for in 2017 probably not and actually they reminded me that I had called them in 2017. I had no recollection of it but thinking about it later they were right. Did I make a mistake by not catching this dubious practice in 2018 - yes. But now I asked them to return my money and they refused. The first time I called I waited for about 15 minutes on line just to be transferred, without being told, rudely to another individual who transferred me to a voice mail. I called Visa immediately after to contest the charge and get a new card. I called again but got someone else who was very nice and capture my call on a ticket number. The person on the voice mail called later on that day and I finally talked to hime the next day. He basically told me that the only thing that the company was willing to do was to charge me for a lower cost package.

I received at least 3 fraudulent email within 4 days after I started to discuss this case with the company. How can they assume that one would open their email - or do they prefer that you don't open their email. IN any case, I received their email the same it was charge with their response I would not have been able to cancel it anyway.

Cancelled product 2 years ago. Had 4 different phone calls saying that I will get a refund. Was charged again for product for the 2nd Time.
I have email and phone correspondence stating that I had cancelled the service. Was billed again and now have over 1800 in charges. RE: XXXXX Newfoundland & Labrador Inc #XXXXXXXXXX
Email correspondence with a rep in the US

I've reached out this morning to the Sage 50 CA managers to see who is assigned to the callback. I will let you know as soon as I hear something.

At this time there is nothing further I can do since I'm not the correct resource to refund payments.

Regards,

Karen
PS: Make a splash with your productivity this summer! Enroll in classes through Sage Universitynow available at a special 20% discount. Learn more.

Karen ***
Customer Support Coordinator, Sage HRMS

I purchased the sage 50 accounting program. I have been put into an auto renewal even though I specifically said No to this option.
I bought the sage 50 in 2017 - I was not supposed to be on an auto renewal but I was sent an email in June/July of 2018 to renew. I missed the email so did not respond. I saw a transaction on my Credit Card bill for over $400 and when I investigated it I was told that because I did not respond that I was automatically renewed. I was very upset and told the fellow on the line from Sage that I did not want to be renewed automatically. He told me to phone a number to have my credit card removed from their files. I phoned this number numerous times and could not get through, and because I could not get through for this past year I decided to cancel my Credit Card Account in order to deal with it.Thank God I did because I received another email this June telling me I was going to receive my auto renewal of the latest sage version. I emailed back saying I did not want it please take me off their list but the email mail has now come back 3 times as undelivered.
I am hoping they do not send the renewal automatically by email and then make me responsible for the purchase. They have sent me surveys and I have completed them with all this information and still their bad practices go on.

Service cancelled with Sage over year ago, at the end of March 2018. Service not used since then, and company profile shows as such.

CKISS cancelled our service with Sage over year ago, at the end of March 2018. We have not used the service since then, and our online portal is empty with no current services showing. In spite of this, we continue to receive erroneous bills from Sage.

I have just gotten off the phone with your sales department for the fourth time in the past couple of months, in an attempt to rectify this situation. I have been promised each time that someone will call me back, but I have yet to receive a call.

After speaking with the representative today, it is my understanding that only you and the named account holder, ***, will be able to clear up this problem. *** no longer works at CKISS, but luckily we are still in touch and I am hoping she will be kind enough to assist with fixing Sage's mistake. As such, I am cc'ing her on this email.

Sage 50 Cloud US Edition (Peachtree)
Product not working
Guarantee not upheld
Poor customer Service
Lack of Transparency
No connection to Supervisor
We called Sage 50 Customer Service to discuss options for speeding up their services when connecting from an offsite location. We currently use a VPN to connect into our server, but their software takes a very long time to generate reports and print via this method.

Customer service sold us on Sage 50 Cloud Services and promised that it would resolve all of our issues and that we would really like how easy it is to use and setup.

We agreed to move forward with this and so we were charged for the upgrade to these services.

We were connected to a Support Person named Michael *** and he opened case # XXXXXXXXXX on 5/7/2019 because we were having some issues with the transition and upload of information to the cloud services. Michael was very helpful in helping us get setup and very knowledgeable about the product. We were able to login and use the software at this point and appreciate what Michael did for us.

What we didn't realize right away but found out shortly after is that the Sage 50 Cloud software was only allowing single user access even though we had 10 seats available and paying for multi-user access. We tried to get back in touch with Michael ***, but he was not available, so we called the Tech support line and were connected to another tech. I cannot remember this next technician's name, but they could not get it working, so they said they would escalate the issue.

I didn't hear back from that other tech, so I called in again to Sage 50 tech support and was assigned to Kim ***. At this point we were pretty frustrated with the lack of communication back from Sage support so we let Kim know of these frustrations and that we needed to talk with a supervisor or next level of tech support to get our issue resolved. I am not sure if Kim closed our old case# with Michael, but we were assigned a new case # XXXXXXXXXX by Kim at this point.

Kim started off as a pretty abrasive technician and was not very helpful in listening and addressing our needs. I found that she would constantly talk over me as I was trying to explain the issue and the steps we had already taken to resolve the issue. As she came to the conclusion that she was unable to fix our issue, I asked to be connected to someone that could help us. She said that she could not connect me directly to an upper level technician, but that she sent an internal message for help from the "Product Specialist". I followed up with Kim a few times a week to see if they had a resolution for us, but no solution was provided. 14 days had passed *** a resolution so I asked Kim to help us revert the company file back off of the cloud service and back onto our internal server so we could go back to our old VPN method and have multi-user access. She again did not offer much help at first until I sent several screenshots of issues such as "Fatal errors" when trying to revert back to our old company. We are finally back on the old server and are able to use the "multi-user" access. However; we are still paying for the Sage 50 Cloud services even though we are not using them.

It is now 6/3/2019 which is almost one month since the initial issue was presented to Sage technical support, and we still have no resolution. I would like to get connected directly with the "Product Specialist" and get an answer as to why our case is not be handled in a timely manner and why we are not given permission to talk with him/her directly to seek out a resolution. How is the "Product Specialist" able to offer support if they are not corrected directly to the IT personnel at the location of the issue to diagnose it. I think that it is wrong of Sage to keep us from connecting to the right person to analyze and fix our issue. I also think it is wrong of Sage to charge us for services that are not being rendered.

I hope that someone at corporate gets a hold of this and makes some changes in the way support treats their issues and also how they treat their customers.

I have tried to signup for a free trial, it did not let me. I had to pay to try the software. After I paid I tried to login and every time I tried it gave me an error message. I am still unable to login. Five months they have been charging me without providing any service. I have messaged and called multiple times and all I heard is, "I can't help you, try talking to someone else, but I will not connect you to anyone, go on our website." Last time a person named Lauren from marketing told me that she won't help and she has no authority to do anything despite her number being given on all the invoices. I highly recommend avoiding this company at all costs.
Product_Or_Service: Sage Business Cloud

DONT order any products from Sage that you think you might want to cancel. They do not cancel without relentless demanding.

Wow. You can order Sages product, but they wont support their promises after that. I was promised I could TRY their 2000+ cost product for 30 days with a money back guarantee. There was NO money back guarantee. That was a lie, or at least they would not give it to me.

This is what I had to do to get it cancelled (with NO money back)
1. Called SAGE 9:28 am 4/18 Told by representative that he would have to charge me for 2 payments of because the payments were already scheduled. Any promises made to me by sales reps would have to be handled by that rep.
2. Called Sage REP 9:46 left message
3. 10:00 no reply - called main number again. Told I must speak to rep. but he is in meetings.
4. next day 10:50 (no contact by rep - email or call) asked to speak to a manager. I was given a link to a cancellation form and 2 managers to email with cancellation requests.
5. I emailed the managers and cc'd the sales rep
6. 2:02 pm received communication from manager. I was told that they no longer use the online cancellation link and that I should call another number.
7. Called the new number - was on hold for 18 minutes then, disconnected. Called it again with the intention of taking a picture of the "hold time" for the next communication.
8. Got an answer from the last given phone number. They were able to cancel my subscription but NO REFUND. Even though I was promised a "30 day money back guarantee" (which it has been 15 days that I tried the product).
9. Looking at other reviews I will have to follow up and see if they ACTUALLY cancelled my product.
I work with accountants throughout the US. I recommend and setup accounting programs for their clients. Even though I love Sage Software, I cannot recommend them on a trial basis.
Product_Or_Service: Sage 50
Order_Number: XXXXXXXXXX
Account_Number: XXXXXXXXXX

in 2017, Sage sent me an invoice ahead of time for an automatic renewal of a Sage product. I contacted SAGE after the renewal to inform them that I do not need payroll updates anymore and to cancel renewal. In 2018, at or around april 15th,apparently another advance invoice had been sent to my email which I did not notice. Since I had demander the cancellation renewall and since Sage was sending an enormous amount of useless publicity, I probably deleted the email. some time after that, my credit card was billed for 832 $, SAGE refused to cancel when I called and Mastercard needed tangible proof that I had requested cancellation, which I had not asked. Obviously, when I did contact SAGE in 2018, I again firmly requested that the renewal autorisation be cancelled. Now, april 13th 2019, I received an email, saturday Morning, adivsing me that my credit card would be for 1 175 $ for renewal, which I had cancelled 2 already. I tried to call but the message said that the department is clodes on week-ends, but they were able to send me an invoice. I sent an email to the email that sent me the invoice and got a bounce telling me that the mailbox is full and does not accept any mail. I finally called again on april 15th and was told by the rep that there was no cancellation in the system and that he would Simply delete my credit card information. I firmly asked for a cancellation confirmation and the rep told me that SAGE does not offer that kind of confirmation, after insisting, the rep said he would send me one, probably just to brush me off, which I never received. He had even confirmed to me that it had been sent. I Believe the company has abused its rights and privilages pertaining to my private information by using my personal credit card information to pay itself without my consent.
Product_Or_Service: Sage Simply accounting
Order_Number: XXXXXXXXXX
Account_Number: XXXXXXXXXX

Sage contacted me with a renewal invoice via email on March 8, 2019. I noticed the invoice was incorrect (too many licenses) and asked them to revise and resubmit. The response I received was that they required 30 days notice before renewal in order to reduce licensing. When asked where this was disclosed or agreed to, they backed off but still would not agree to adjust the invoice.

I don't understand how their system will only allow them to add (charge a customer) licenses, but not allow them to reduce (credit a customer) licenses. We tried to resolve through email several times but they will not refund the money or provide a credit for the unused licenses.
Original Message
From: Earley, Paula ***@sage.com
Sent: Friday, March 8, XXXX X:XX PM
To: ***@hpsmechanical.com
Subject: HPS ***

Hello,
I am sorry for the delay in responding to your email. This inbox gets over 300 requests a day, so it could take up to 48 hrs to weed through them for each business division. The credit card on file declined the recent invoice # for the annual invoice of $8820.00.

I also need to mention - for any subscription on an annual plan, we have to have the request to reduce the use count at least 30 days before the renewal. If not, then it's too late because of the limits/restrictions within the subscription invoicing system.

I am checking with Sales Management to see if there's any other option but he's out until Monday. I will respond then.
Product_Or_Service: Sage Service Operations
Order_Number: XXXXXXXXXX
Account_Number:

We cancelled the Nov 1, 2018 autorenew of our subscription in August 2018 and this was confirmed by email. We provided 60 days notice of cancellation.
They have continued to autocharge our Visa 819.68 per month.
They will not respond to calls or emails.
We are working with the RBC on this issue but Sage continues to charge us.
Product_Or_Service: sage 300 ERP
Account_Number: XXXXXXXXXX