Forum Discussion

ssurgicals's avatar
ssurgicals
Experienced Cover User
31 days ago

Incorrectly charged

Hi, my subscription to MYOB AR Plus with one company file was somehow upgraded by MYOB to AR Premier with 3 company files on 31/10/24.  Resulting in an invoice for $543 instead of our usual $141.  I immediately contacted MYOB and was assured they would look into how this has happened and would NOT take that payment from our bank account and would put the subscription back to how it should be. I was promised a call-back with the resolution but that didn't eventuate so I then called again 2 days later and spoke to a different person.  Had to go through the whole thing again even though supposedly there were notes against our file.  Again I was assured that no payment would be taken as it was in dispute.  I have raised a ticket also to match the telephone conversation.

 

This morning I see that the $543 has been picked up by MYOB.  No response to my ticket yet and it is no longer possible to speak to anyone in the invoicing/subscription department.  Absolutely disgraceful.  This needs to be resolved and our bank account credited ASAP.  Please help to sort this out.

 

 

  • Princess_R's avatar
    Princess_R
    MYOB Moderator

    Hi ssurgicals,

     

    I'm really sorry for the hassle this has caused. I've teamed up with our internal team to bump up your case. We totally get how annoying it is to be wrongly charged and not get the callback you were promised. Our team is now giving your case a priority to make sure your subscription goes back to MYOB AR Plus with one company file and that your bank account gets credited with the overcharged amount as soon as possible. Thanks for hanging in there while we sort this out, and you will hear from Mark on case #02036941 with any further updates!

     

    Cheers,

    Princess

    • ssurgicals's avatar
      ssurgicals
      Experienced Cover User

      Hi Princess

       

      Thanks for your reply.  Unfortunately despite 2 chaser emails to Mark we still don't have any response from MYOB credit team on this.  Nothing has been refunded, the correct invoice hasn't been invoiced.  I requested from Mark on Monday 11th the details of who I can make a complaint to at MYOB and had no reply from him.  Truly terrible customer service.

      • Princess_R's avatar
        Princess_R
        MYOB Moderator

        Hi ssurgicals,

         

        I'm really sorry to hear about the trouble you've experienced; this isn't what we aim for. I've contacted our team, and they said they'll email you about your refund within 3 business days. If you want to submit a complaint, you can reach our customer resolution team at feedback@myob.com.

         

        Cheers,

        Princess