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Solo and MYOB

member13

Since MYOB doesn't let me speak to an actual human and their chat bot sends me around in circles, here I am.

It couldn't find and connect to my commbank bank feed and as a result, it wasn't used for an entire year.

Now when I signed up, it never said it was just a phone app but after signing up, I was told by support that SOLO is ONLY a phone app. However it suddenly isn't a phone app when you need to cancel. Then you can't do it on the app and can ONLY do it on the web portal.

So I've cancelled my SOLO by MYOB account after having got zero use out of it BUT now my subscription has finished, I'm being sent emails to pay a $99 per month bill despite having already cancelled my subscription.

I tried to contact support and all I got was a chatbot that couldn't answer any of my questions but it also refused to transfer me to anyone. It said I can raise a support case but all it did was transfer to me a page in my account that said I don't have access to and to "contact our support team" which just sent me back to the chatbot that won't let me contact anyone.

Only option I have is to go to this community forum so here I am.

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lee88

Yep exactly the same, only I have got $128 taken out and they won't refund, and another invoice a month later for $295 which has been unsuccessful payment and spammed saying I need to pay.

I too cancelled my account, and they still took the money.

Not sure what is going on.

I've sent through an ACCC complaint and will be filing a complaint against AFCA, because they can't seriously be doing this to people.

Multiple hours on the phone just to speak to someone.

I've had two phone calls confirming no more payments to come out and my account has been cancelled, yet it appears to still be open and no refund and multiple payments attempted.

So yeah, I go no idea. But I will let ACCC and AFCA deal with it.

All comments

lee88

Yep exactly the same, only I have got $128 taken out and they won't refund, and another invoice a month later for $295 which has been unsuccessful payment and spammed saying I need to pay.

I too cancelled my account, and they still took the money.

Not sure what is going on.

I've sent through an ACCC complaint and will be filing a complaint against AFCA, because they can't seriously be doing this to people.

Multiple hours on the phone just to speak to someone.

I've had two phone calls confirming no more payments to come out and my account has been cancelled, yet it appears to still be open and no refund and multiple payments attempted.

So yeah, I go no idea. But I will let ACCC and AFCA deal with it.

Sigrid-Solo

Hi @member13 and @lee88

I’m Sigrid, one of the Community Leads for Solo.

First, I want to acknowledge how frustrating this has been. This is not the experience you should have had, and it’s not the standard we aim to provide. I’m really sorry.

I’ve reviewed both of your accounts and your history, and there are slightly different circumstances in each case. To make sure we handle this properly and protect your privacy, I’ll be following up with each of you individually by email so I can work through the details directly with you. Some of the information I need to confirm may be personal or sensitive, so email is the best place for us to do that.

I’m here to support you through this and help work through the next steps. You will receive an email from me shortly.

lee88

I'll add to this now that my case has been resolved. Absolutely no action was taken, even though support tickets were created. I had to get AFCA involved, and an immediate response was taken once that happened.

Upon MYOB submitting cases to AFCA - they attached incorrect email correspondence, so I now have person information about another MYOB customer.

So just be aware, MYOB do respond, but do not act until AFCA get involved. And they also (inadvertently but nonetheless as a financial company with an AFSL, they absolutely should not be), expose Personally Identifiable Information (PII).

Sigrid-Solo

Hi Lee,

Thanks for sharing this feedback. We apologise for your experience and understand how concerning it would be to feel that your issue was not addressed until it was escalated.

We take concerns about the privacy and security of customer information very seriously, and we have raised this with the relevant team for review.