SurePayroll review: Customer support

Customer Support is almost non-existent. Once they sell you and on-board you, then you get no help. If you call you can wait hours on hold and nobody will ever answer. If you submit a request online, it takes about 48 hours to get a reply, but then your question is still unanswered. System frequently down on the weekends.
My current issue is that they DID NOT FILE payroll taxes with the state of California as required and I am now subject to penalties. I have received no documentation from them to show that they have been filing timely reports with the state. What is going on here?
The platform is easy to use, but now I have to call the Employment Development Department to resolve this issue myself. I have been left high and dry by these people. I have one domestic employee and I am not a bookeeper. This solution was supposed to leave me confident but instead I am stressed out.