Complaint about the length of time it is taking to talk to a payroll specialist!!!

[Kerrin2]

I rang Myob at 12.22 today and spoke to a gentleman who said he had to pass me on to a payroll specialist.  After being on hold for 2 hours 57 minutes and 18 seconds I gave up and hung up the phone.

I have tried again at 15.22 today and have currently been on hold for 1 hour and 9 minutes after being informed I would be processed as a "PRIORITY" after being on hold for so long.

MYOB, this is extremely poor form.  I have over 100 staff I need to process payroll for and I can't manage to speak to anyone to rectify my issue.  

Sorry staff looks like you will not be paid today.

Needless to say I am not a happy camper and I don't think the staff will be either!!!

[Melisa_D]

Hi @Kerrin2, 

I'm sorry to hear about the experience you've had. If you wish to offer additional feedback on this, you're welcome to do so via the Feedback & Complaints channel on our Contact us page.

That said, if you could provide me with some information in regards to your payroll query, I'd be happy to take a look into it. 

[Kerrin2]

I am still currently on hold (now over 2 hours for the second call) and will go to your complaints page to voice my opinion.

In 1 company  I tried to process 2 pays and they will not post, keep coming up blank.  I have over 100 pays to do in that company and am not willing to waste my time processing them until I can get these through.

In the second company  there is an employee card that keeps crashing Myob.

[Rodneyon]

You are not alone, I had exactly the same problem!  Created the payrun and then got to the stage where you send the file to the ATO by clicking record and the file came up blank no records!  MYOB has some system errors, I ended up having to send the Payroll Report to an Admin person to pay the staff one by one manually rather than thorugh an aba bank file.  Luckily only about 10 staff so manageable but still have not been able to run the Payrun to the stage where you send the STP file and then payslips.  Waited over 2 hours also to talk to MYOB but no luck in resolving.  Will try again tomorrow.

[Kerrin2]

Hi Rodney

I finally got to talk to someone and they ran a script across the file which appears to have fixed the problem. 

The lady I spoke to said they had over 250 people holding while I was talking to her.

All up I was on the phone to Myob for over 5 hours.

[Melisa_D]

Hi @Kerrin2, 

I'm sorry that you've had that experience. I'm glad to hear that this has now been resolved for you. 

If you do have any further queries feel free to to come back to the Community Forum if you have anymore questions, we'd be more than happy to assist

[Melisa_D]

Hi @Rodneyon, 

Sorry to hear about this. If you're still having issues with this please confirm the last 4 digits of your product serial number and the file ID (This can be found by going to Help > About MYOB AccountRight) so I can arrange to have a script run over your company file to resolve this for you. 

[KerryGee]

last 4 digits of serial number is 9092, company file id 4

[Melisa_D]

Hi @KerryGee, 

Thanks for the details. Are you having issues processing payroll, are they appearing as 0.00 or blank ?

[Rodneyon]

Hi Melissa,

Yes please run the script.

Serial Number last 4 digits 3007, File Id - 1.

Rodney