Incorrectly charged

Question

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.&nbsp; Resulting in an invoice for $543 instead of our usual $141.&nbsp; 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.&nbsp; Had to go through the whole thing again even though supposedly there were notes against our file.&nbsp; Again I was assured that no payment would be taken as it was in dispute.&nbsp; I have raised a ticket also to match the telephone conversation.
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This morning I see that the $543 has been picked up by MYOB.&nbsp; No response to my ticket yet and it is no longer possible to speak to anyone in the invoicing/subscription department.&nbsp; Absolutely disgraceful.&nbsp; This needs to be resolved and our bank account credited ASAP.&nbsp; Please help to sort this out.
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princess_r · Answer

Hi ssurgicals,
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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!
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Cheers,
Princess

ssurgicals · Answer

Hi Princess&nbsp;Thanks for your reply.&nbsp; Unfortunately despite 2 chaser emails to Mark we still don't have any response from MYOB credit team on this.&nbsp; Nothing has been refunded, the correct invoice hasn't been invoiced.&nbsp; 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.&nbsp; Truly terrible customer service.

princess_r · Answer

Hi ssurgicals,
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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.
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Cheers,
Princess

ssurgicals · Answer

Thank you Princess.&nbsp; I'm struggling to understand why it is taking SO long to be resolved.&nbsp; I notified MYOB of the error on 4/11.&nbsp; Surely someone there could just have reset the subscription to what it is meant to be and credited the wrong invoice and issued the correct invoice in time for the DD pick up on 8/11.&nbsp; 2 separate support people I spoke to on the phone assured me absolutely the incorrect payment would not be taken, but it was!I have just received the following email from your billing team:&nbsp;Case Number: 02036941Thank you for bringing your invoicing query regarding the recent increase to our attention.The matter has been endorsed to our team for further investigation. Rest assured, we are looking into the issue and will update you on our progress.Once the issue is resolved, we will promptly provide the appropriate refund amount. We greatly appreciate your patience and understanding as we work to address this.&nbsp;How much more time do they need for investigation??!&nbsp; It has been 10 days since I raised the issue.&nbsp; Surely resolving the issue just requires resetting our subscription to what it should be.&nbsp; I feel I'm going round &amp; round in circles with the billing team &amp; getting nowhere!

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Incorrectly charged

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