HelloCAS228 ,

Thank you for reaching out. I'd like to clarify that all updates are included in your annual Sage subscription fee, and there should be no additional $500 charge for updates. It's possible that this fee may have been quoted by a third-party provider for services beyond the scope of our standard update process.

To assist you further and to ensure you're not being overcharged, could you please provide some additional details about the update fee you've been quoted? Are you working directly with Sage, or is this through another service provider? We're here to help you get to the bottom of this to ensure the service paid for is legitimate. 

If you believe you've been scammed, report it to Sage at 866-996-7243 and our Risk Team.

Warm Regards,
Erzsi

Hello and thanks for your reply.  This is in reference to case number 239631960 on January 25, 2024, from about 1 pm to 2:40 pm CST (Saskatchewan).

We had been experiencing issues with Sage, in that every time there were updates to Sage, we would lose our main Sage file and have to restore from backup.  We use the Cloud version so that our Accountant can access remotely.  

James Krushlucki (who we had asked to be added to our Sage team) had spoken to the Sage technician, who indicated that there would be a $500 fee for updates to our Sage product.  I believe James had told me and our Executive Director, Tracy Bertram, that they were "extra" updates that were needed - above and beyond our current product.  As the frustration with the Sage update/backup issues has been building for a few years, Tracy B spoke directly to the technician, who confirmed the statement about the updates.  

Information from Tracy Bertram:  The Sage tech had given her a number of 1-8xx-xxx-516 Ext xx9 to call and the name Leo Anderson (she believes this is his name from what she could understand).  He indicated that we needed to active the upgrade within Sage, and that's what the charge was for.  

On Feb 7, 2024, the amount of $513.81 (USD $500 + exchange) was posted (debited) to our CAS Visa card.  PP*SageSupport8005808768 800-5808768 IL $370 USD @ 1.3886.

Thanks so much for looking into this.

Hi CAS228,

Thank you for providing additional details regarding your case. After reviewing the information and checking our internal records, we found no references to the individuals named James Krushlucki or Tracy Bertram, nor do the provided phone numbers or case number match those associated with your Sage support services for the account ending 400xxxxx093 for CAS. This raises concerns about the legitimacy of the service and charges you've described.

It's crucial to ensure the security of your account and financial transactions. If you haven't already done so, please immediately report this incident to our Risk Team, as previously advised. You can reach them at 866-996-7243 or via email at [email protected]. Providing them with all the information you've shared here, including case number, dates, and the nature of the advice and charges you received, will be essential for a thorough investigation.

Have you had a chance to relay this information to our Risk Team yet? It's important we act swiftly to address and resolve any potential security issues related to your Sage account.

Looking forward to your update. Also note that all product download and update links for Sage 50 Canada are listed here for existing customers.

Warm Regards,
Erzsi

Checked in with the team to see if they heard from you and they also provided me with an updated email for Risk reports in North America: [email protected] 

I've updated the above to show this email.