Duplicate entries in Bank feeds

Yes this has happened again for me to in my Amex feed overnight. Also as with others all my duplicate amounts are still sitting in my feeds from the 13th and 14th February. Those duplicates were across 4 accounts.

Thanks Mike_MYOB​ 

I don't have time to check what the SLA is but my case for this is 02889703 (an earlier unrelated case submitted on 11/2 is still pending a response...). I have finally received a response this afternoon to the first case you had reopened for me (02865635) when this issue first came up but it's the standard paragraph copied and pasted from the status page.

I know I'm by no means the worst-affected customer with only a couple of weeks worth of transactions, but this really is doing my head in.

When you (MYOB) say “unallocated duplicates have been successfully removed” do you mean transactions that had never been allocated in the first place, as in, they were still sitting in bankfeeds waiting to be allocated? I can’t work out what I should ignore, or what I need to go searching for to unallocate so you can fix them, or if I don't need to do anything at all.

As I see it, there are two other types of transactions:
1. Those that have been correctly allocated but now still have unallocated duplicates in the bank feeds, and
2. Those that have been allocated a second time before we realised there was an issue.
Is that it? Are there other possibilities?

Do you have a recommended process for finding or identifying the transactions and what we should do with them based on their current status?

I could really use a simple, step by step, this is what to look for and where, and this is what to do, for each type of transaction. I don't have the time or brainspace to even work out the best place to start to make sure everything is how it needs to be for when the fix(es) finally come.

I've also have previously allocated transactions now reappear in Bank feeds.

Could we have an explanation on why this has happened in the first place and why it's reoccurring.

I'm basically going to wait until my bank accounts end of month statement is available, reconcile and see what's left over.  Already we've wasted time trying to match phantom duplicate bank feeds to customers open invoices and had to contact them to get remittance advices or verbal explanations of which invoices they are paying.  Then we find out some payments have already been allocated and a duplicate bank feed has reappeared or some incorrectly allocated using a phantom bank feed. We have some customers that have 10 invoices a month so this is becoming a time wasting, anger inducing situation...not everyone is a small, work from home, 2 invoices a day business....(no offence meant to those that are such a type)

Hi Albare​, H-TS​ and all following this thread

It sounds like there are still some variations of impact across different scenarios (allocated/unallocated/duplicated/reappearring) to customers.
 
I am going to do my best to get a clear explanation posted to the community forum of what happened.
What we have done to fix it.
And what you need to do if you are still experiencing problems.

If I can arrange it, I will post this in the bank feed updates board here 
This incident is still live on our status page here but I can appreciate that it doesn't give the level of detail you are requesting.

In the meantime, your best course of action will typically be to get in touch with the support team. You can create a case for them by logging in to myaccount.myob.com

H-TS​ - I am following up on the 2 case numbers you provided below (thank you)

Thanks Mike_MYOB​ 

Interesting to note on that bank feed updates board you provided the link for that there was already a report back in November of old transactions reappearing... Was this whole incident foreseeable? I incorrectly assumed this was the first time it had happened.

Hi H-TS​ , that post was about a different product and was for EXO, one of our mid-market products. 
I should have moved it to their area of the forum sorry. Glad that you checked out the bank feeds board though, notification of delays has been long requested by customers and this has been a good solution so far.

I've just replied to a support email about this but thought I might as well post it here too. I'm not 100% convinced this has been fully rectified. When I run a consolidated jobs P&L and the 'normal' P&L, there are discrepancies which are for entries around 2nd and 3rd Feb which are only appearing once in the GL accounts and bank registers but are somehow being counted twice in the jobs P&L. It's a huge coincidence if they're unrelated to the fixes that were run last week. 

I also have some doubts the transactions have been corrected. P & L reports after the fix are showing anomalies but I don't have either the time to investigate or any before data to compare. 

It's frustrating how this issue has occurred at a critical time for those who are running businesses in Australia (with BAS lodgements due).  I have just received my MYOB invoice with a 23% increase in fees from last year - a crazy amount to increase the fees by considering we are receiving a substandard product with technical glitches and causing us more headaches!