I lodged a formal complaint over a week ago via email and also have followed it up. MYOB have not replied to any emaill or my complaint regarding overcharging of 3 accounts we have never used. I have also asked for them to be closed and still no reponse. I have also spent hours on the phone with no resolution. How do people get MYOB to repond to a complaint? Do I need to go to external body for MYOB to even bother replying to me. Such poor service.
Hi Glitter,
The only way I was able to get my issue resolved was by escalating it to the Australian Financial Complaints Authority (AFCA) as well. Once AFCA became involved, the matter was resolved quite quickly. You can also lodge the complaint online through AFCA.
Before taking that step, I made every effort to work directly with MYOB and exhausted all available options, but unfortunately got nowhere.
I found MYOB extremely frustrating to deal with. When customers have a genuine complaint, there appears to be no resolution process, leaving them with little choice but to escalate the matter externally through AFCA.
I am just a small business owner but have also been overcharged subscription fees for May, June, July and now August 2026. Raising a concern through the community forum seems to be the only way to get any attention from MYOB as there is no way to escalate cases unless you can afford to wait several hours on hold and put up with being cut off multiple times. Any attempt to follow up online results in a new case number being allocated. I also tried an email escalation. I have been told by community forum moderators my case is being looked at and will be responded to in a "timely manner", but I am still waiting. Another subscriber replied to one of my community forum messages saying they had been overcharged more than $12k and have lodged a formal complaint with the Australian Financial Complaints Authority who can be called on 1800931678. I have stalled my formal complaint hoping I will still get a response in a "timely manner", but I plan to go ahead and lodge the complaint as we open up for business hours this week. MYOB are clearly having problems dealing with a backlog of problems, but this is not what we have paid for and is not the kind of customer service we expect. I have been a customer for more than 20 years.
Hi Doreen,
What is the timeframe on when I will here from someone please regardign my complaint?
Hi @Heidi12,
I’m sorry it’s taken this long for you to get a proper response, that’s not the experience we want you to have at all. Thank you as well for attaching the PDF with your post. I’ve escalated this with the team that handles your case so they can review it and get back to you as soon as possible about the overcharging and closing those unused accounts.
Cheers,
Doreen
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