Escrow Balance on balance is off on balance sheet

Since last two weeks I am waiting on customer support to fix the accounting issue regarding the Escrow balance as well the long term liability balance. Stessa is calculating the property value as double for eg. if the value of property is 2k its showing 4k. Next the escrow is not taking off the paid escrow from the account therefore the balance is growing. Both this issue is not able to fix till now. I am pro customer and its look like no help so far.
I am with stessa since last 4yrs. The reports were accurate before it began paid platform. But now the reports are not good for tax filing. I have to create manually for this year tax filing, which is not acceptable for a paid subscription customer. Let me know how you are responding your ticket and whats the time line to fix a bug.