Blog Post
Hi Tina_15
I'd like to ask how you went with providing feedback / making a formal complaint to MYOB - what was the response?
Did you proceed with any other formal complaint with Financial Ombudsmen or Fair Trading?
As an 18 year veteran of MYOB - I have only ever complained twice & made 1 suggestion.
My suggestion (quite a number of years ago, I might add) was to add 'attachments' to sales. We all know how that is going - although I see this morning that it has made the coming soon list!
1st complaint: The horrendous GUI update earlier in the year to help people who only occasionally use MYOB to find things easily. It took 2 days for me to re-create all of my users so they couldn't see any sensitive account information & click into reports that they had no business being in.
Functionally, I still don't use those buttons even though I am in the program all day everyday building reports.
Aesthetically, it is still an assault on my eyes each day!
2nd complaint - this one.
What Tina has articulated above is pretty accurate to how I am feeling today after getting my 15 days notice late last night.
We are a business in operation for almost 25 years with ATO, State/Federal departments, Licencing Directorate (with police fingerprints) all satisfied that we are a legitimate business.
Our banking / financial institutions & Accountants are satisfied with our company identity (and actually asked for far less than what MYOB is) & offer secure payment options that we are happy with and paying for (that are costing LESS than what MYOB is offering).
As previous victims to identity theft, we are extremely cautious of providing any identification digitally, as this is how we were compromised, through a 'reputable' third party verification process. We can't even call our bank anymore & must visit a branch with 100 points of ID before they can even open our file for discussion.
And now, my accounting software wants me to upload more than the what was uploaded last time, to verify me for a service that I will not use - ever. Sorry, not true because as an added bonus, if we do decide to verify, I get to go back and MANUALLY adjust over 300 invoices that will default to the service that I didn't want. So whilst I am doing that, a customer may choose to 'pay securely' and by default - I have used the service that I never wanted.
Side note: I read somewhere that the cash flow forecast is required for MYOB to insure / protect themselves against charge backs? We have NEVER had a charge back request from any of our customers, so that argument does not stack up.
I get that MYOB needs to abide by compliance in the financial sector if it wants to be a financial service provider but that is a business decision by MYOB. Forcing your customers to unquestionably support this decision & downgrade them if they don't is coercive behaviour and I don't stand for that either professionally or personally.
It is becoming increasingly difficult to Mind MY OWN Business using Mind Your Own Business. 2 Strikes MYOB ... and I don't even know if it will take a third.
Very well said, when is MYOB going to listen to their loyal customers? We have been with MYOB for 26 years, and now we are downloading our invoices, and having to compose and attach them to a separate email, so time consuming and unnecessary.
I guess this is what we will have to do until I can get Xero up and running.
Frustrating, but going through the verification process actually makes me so stressed & anxious - I feel physically ill.
I don't think we will get any resolution, even a compromise, at MYOB which is why I asked if Tina had success with lodging something formally that I can support.Hi kml , sorry to hear that this change is causing stress and anxiety.
You can contact the team to guide you through the process and answer any questions you have along the way to help.
Create a case by logging in to myaccount.myob.com and clicking 'contact support'
You case should be for 'financial services' under "what can we help you with" to make sure you get to the right team.
Regards, MikeSorry Mike, but your response is typical MYOB ignoring the issue here.
Quite simply, we do not want to do the verification process and provide MYOB our ID documents and other sensitive information.
Regards Greg_A
