I am using Sage Accounting 50 2022, when I am doing my company census auditing I found out the W2 Box 12A of an employee is wrong. The issue is I hold out $14.40 for the 401K plan on an employee but due to a change he is not picking up 401k plan so I refunded the $14.40 back to him. On his yearly earnings report, it is $0.00 but on the employee 2022 W2, Box 12A has $28.80. So the software is adding the $14.40 and a negative ($14.40) to $28.80 instead of being $0.00 Now my employee W2 and W3 is wrong. To further support the software calculation is wrong, box 1 and Box 3, it’s the same amount, Box 3 is not deducting the amount of box 12A. It is taking box 12A to be $0.00 when it has $28.80.

After I found out about this software error, I called sage support but no one can help me, so I went to sage accounting website, fill out a form to the support explaining the issue. 

A support named Steve called me back to ask what issue I have. After I explained to him what was wrong, he said my account doesn’t have a support plan and he will have to charge me extra for him to fix the problem. So I told  him, first of all, it is the sage program that is wrong, I am reporting a mistake on the calculation by sage accounting, so that’s your software error and why do I have to pay to get it fixed?? Secondly my account has a support plan, my Sage account manager confirmed it. So why do I have to pay for it to be fixed?? Steve refused to listen to me and after I told him I will not pay extra to fix it, he immediately transferred my call without telling me or explanation.

This is the worst support from Sage!! It is absurd!! Totally ridiculous. Due to the software error now I have to do a W-2C and W3C to send it to IRS to correct the error of the software. I should be charging SAGE for all these due to the calculation error. It is software error, the support doesn’t want to know and wants me to pay to fix it?