Pay Super Issues

Question

I have been using pay super for months. I recently had to update an ESA for a SMSF. Original direction from Live support was I needed to set up a new pay super account so they cancelled my account and I registered again. This allowed me to set up a new SMSF with the new ESA. I have been on live chat a couple of times. First time I was told my super payment can't process until ATO has accepted the pays. I checked and it said processed but was still advised being first time payment it was take a couple of days to fully process. I waited days and now weeks and still can't pay the super to the SMSF. I have been on live chats and been offered an email address for pay super which bounced back and said their mailbox was full. I have lodged a support ticked and without and correspoance it is now marked as resolved. I still can't pay the super. Does anyone have a solution or is it best I just cancel my subscription and move to a new provider. I can't get anywhere with live chat or a support ticket.

glengodbee · Answer

Hi Doreen,

My issue has been running for weeks, I am unsure if my issue will ever be resolved. I am not even sure the pay super team has my email as it bounced back and advised their inbox was full. You certainly find out how good a company is when you encounter a problem. I can assure 3 live support chat and over 6 hours of wait time and no one has been able to resolve my issue. One support team even advised it would be working within a few hours so I don't know if they try and get you off the chat but it is a very poor response as you don't record the live chats, the support tickets get marked as completed. I think it is easier to cancel the account than fix a simple problem.

LRBS · Answer

I have been on the phone and chats all day. ATO says superchoice is no longer accepting SMSF contributions through their clearing house. I am really angry MYOB has not advised clients earlier or provided a clearing house through their software for Smsf   The new legislation starts next week and I have to deal with this issue 5 days before.   They were supposed to get back to me hours ago with a solution.  Really not happy

Doreen_P · Answer

Hi @glengodbee,

Thanks for sharing the full picture here and we’re sorry this has been so difficult to sort out. The pay super team is running behind on requests at the moment, so response times may be slower than usual, but this definitely sounds like an issue the support team should be able to revisit with you. Getting them to review it again gives you the best chance of having the SMSF payment checked properly and the hold-up identified.

Cheers,

Doreen