Pay Day - Super (Random refunds back)

JaneneP

Hello everyone,

I’ve tried contacting MYOB but getting through has been virtually impossible.

I’m hoping someone here might be able to shed some light on an issue I’ve noticed today. My Pay Day super payments are leaving my account as normal, however I’ve received two refunds directly back from AustralianSuper.

I believe I can identify which employees these relate to, but the refunds seem to be two different employees and two different pay dates — one for 15/07 and one for 08/07. Prior to these dates there were no refunds, and after these dates there have been none either.

It’s also odd that each employee only had one refund for one specific pay date. If their super was being rejected, I would assume it would happen for every payroll cycle for those employees, not just a single isolated pay.

Has anyone experienced this before or know what might cause a one-off refund like this? Any advice on what steps I should take next would be greatly appreciated.

Doreen_P

Hi @JaneneP,

 

Sorry you haven’t been able to get through to support easily. We’re receiving a high volume of requests at the moment, which can mean longer response times than usual. For the refunded super payments, a good next step is to check with AustralianSuper and confirm whether their current fund and member details still match what you have on your end, just in case something small has gone a bit sideways there. It’s also worth checking whether you’ve received an email from us about a Clearing House error. This guide explains the different error descriptions and what to do for each one: Fixing super payment clearing house errors. If you can’t see the error you’ve received there, or you still need a hand narrowing it down, there are other ways to reach our support team via the Contact Us page so they can check what’s happening with those refunded payments.

 

Cheers,

Doreen