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Direct debit to pay MYOB not deducted.

JenDPT

Hello MYOB

We pay our subscription by direct debit - and have done for years.

I have just been into our MYOB account and have found that we are showing as having an overdue account.

There are funds available, but MYOB have not deducted the amount owing to them.

Is anyone else having issues with direct credits to MYOB?

(Wondering if it is a problem due to MYOB moving to use Stripe for payments).

Can anyone shed any light on this, please.

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Princess_R

Hi @JenDPT,

Thanks for submitting your support ticket. Waiting that long is definitely a hassle, and I appreciate how worrying it must be to think your payroll software could be suspended if payments aren’t processed.

I’ve reviewed your cases and followed this up with our Billing team. I can’t promise an exact timeframe for their response, but please be assured that they’ll contact you directly as soon as they’re available. I’ll also keep monitoring your case to make sure it receives the attention it needs.

Cheers,

Princess

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JenDPT

Hi Steel_6285

MYOB finance have followed up and the direct debit has been sorted.

I just hope it continues to be processed each month.

I understand how real the frustration is, so I hope your account gets sorted now that Princess R is following it up.

Regards

Jennie

Princess_R

Hi @Steel_6285,

Thanks for reaching out. I’m so sorry we dropped the ball on this. You shouldn't have had to follow up multiple times just to face another failed payment. I’m going to personally chase up your open tickets with our team so they can dig into what's going on with your bank details and direct debit. They’ll jump on this and message you directly with an update. Appreciate your patience in the meantime.

Cheers,

Princess

Steel_6285

I am having the exact same issue!!!

I've been with MYOB for 8 years and never changed the direct debit settings, but they failed in April this year and I've called, email and chatted with MYOB with absolutely no success.

The fault is that my bank account showing in their system is missing the first 2 digits but it will not allow me to update and correct this.

I spent 20 minutes on a call with MYOB in August and they admitted the system was not allowing me to correct the account number. The reassured me that they could update it their side and had done so.

I received their invoice today and the direct debit failed again and advising I am 5 months in arrears!!

I have provided bank receipts off EFT payments made to keep the account up to date.

Live chat say they cannot help. It an issue that only their Finance Team can resolve.... guess who I spoke to in August about correcting the direct debit - their Finance Team!!!!

I am beyond frustrated! MYOB issue case numbers but do not ever keep the first case number open until you agree the issue is resolved and it can be closed. Guess this makes their closure rate and success rate look great - but very frustrating for their customers!!

JenDPT

Hi Sai

Thank you for your reply.

Unfortunately, I have tried and had no luck with MOCA.

I will submit a case via support, but I already have a (different) query in with support regarding our account since the 25th May, and am still waiting for a reply.

I am concerned that MYOB will close/suspend our payroll software.

Regards

Jennie

Isaiah_C

Hi @JenDPT,

I’m sorry to hear your account is showing as overdue even though you’ve been paying by direct debit and had funds available. We can’t check account or payment details through the Community Forum, so the best next step is to reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account. They can check why the direct debit wasn’t processed, confirm your payment details are up to date, and let you know if anything needs to be done on the account.

I can’t confirm from here whether this is related to the move to Stripe, but Support will be able to check that for you. It may help to have your account details and the overdue notice handy when you contact them.

Regards,

Sai