The business subscription has been cancelled as at 30 April 26 in error by MYOB. It is paid every month by direct debit. I have been on hold for 5 hours today trying to get it reactivated. I cannot get any help! The business is a busy restaurant I have to pay wages and bills!! I was told I was being put through to a priority consultant who would answer straight away - that was 1:55 minutes ago. I NEED HELP!
We have had this problem for over 3 weeks now since the last update, calling every day, hold for hours and just get delay tactics and no feedback or response other than it is a known problem.
No support, no alternative, no answer. Unacceptable.
case number 03104195
I think I have worked out what has happened we had 2 venues wiht 2 ABN's Domanis and The Seaway Kiosk. There were 2 different SN's - it was a combined subscription. Once the Domanis venue was sold. The an access problem as that was the primary entity. A consultant did some kind of get around whne we had access issues at that time. During the 21 May 26 access upgrade: I believe the Domanis entitly has become active again and The Seaway Kiosk has been made inactive. Showing as Domanis when it is definately The Seaway Kiosk - PLEASE HELP ME!
I simply cannot believe it! The last 2:25 minute call just dropped out! I'm moving to XERO from 1 July 26
Hi Donna6124,
I understand this may be a little inconvenient, so I checked your case and can confirm that it has already been transferred to our Sales team. One of the team members will get in touch and assist you further as soon as they become available. Also, just a quick heads-up, for your security, we’re not allowed to keep sensitive information posted in the Forum. Because of that, I’ve edited your comment and removed the sensitive details. Thanks for your understanding.
Regards,
Sai
A little inconvenient!! We have been blocked out of the data file for for 6 days! I have had no adequate response, noone will listen to the problem, obviously noone can resolve it, on hold for 7 hours on Monday, no consistent understanding on messenger, a false number given to me as a direct contact to follow up on!
WHAT DO I DO?
Today is the beginning of day 8 without MYOB access! I just do not know what to say. All that is required is to reactive the file. I have asked, demanded, some kind of explanation - nothing meaningful. I have asked to be informed if there is a serious problem that cannot be rectified - no response to that question. From my own troubleshooting this was caused by a historical dual subscription "get around" that was performed on the file when the primary subscription was cancelled. After the 21 May 26 upgrade the long ago cancelled primary subscription has become active and the current live file has become inactive - read only. I sat on hold for 7 hours on Monday, all day on Facebook messenger Tuesday, Wednesday and Thursday and now Friday - this is the only place I received a response. I am sure my initial help requests were simply ignored - as the SN was showing as active! On Wed 27 May 26 I sent a detailed email to mailto:feedback@myob.com with a threat to escalate this case to the Australian Financial Complaints Authority (AFCA) and Consumer Affairs for breach of service availability under Australian Consumer Law, if access was not restored within 24 hours - EOB yesterday - no response the the email no access. I will be following up that threat today. WHY CAN'T SOMEONE COME UP WITH A SOLUTION? OR IN THE LEAST TELL THE TRUTH OF THE PROBLEM. THIS BUSINESS OPERATES 7 DAYS A WEEK - THIS ADDED STRESS IS MORE THAN UNACCEPTABLE.
Hi Donna6124,
We can appreciate how difficult this situation has become for you and apologise for the length of time it's taking to resolve. We have 2 cases under review for you and both have been escalated to an internal technical team and Customer Resolutions. We know you're seeking clarity around the situation and the steps being taken to resolve it. We've reached out to both teams for another update for you. We'll comeback to you in Meta once the update comes through.
Cheers,
Doreen
Further to this Doreen. For reasons unknown our direct debit has failed the last 2 months. I have updated out details, paid the outstanding invoices (and they didn't go through). I have sent through a help request with no answer. I have been in a chat with support and they have advised me to call. I was on hold for 3 hours only to be hung up on. I am trying to pay the myob invoices and the payments are not going through. Any advise would be appreciated as I do not want it to get as far as Donna in this thread.
Thanks
Elizabeth
I have received 2 dishonour fees when there was no reason for the payments to decline.
