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Cancel Subscription
I have tried for weeks to cancel my MYOB subscription that is due to be renewed at the end of the month. has anyone found a way to cancel (i have been on hold, been hung up on, logged a ticket and le...
Forum Discussion
Hi Unacceptable,
Thanks for providing your case number. I’m sorry to hear about the experience you’ve had while trying to cancel your free trial. This isn’t the experience we want for any of our customers. I’ve reviewed your case and can confirm that your account has now been cancelled, effective 15 September. As the cancellation was processed on the 15th day, after the 14-day trial period, the account cancellation took effect from that date. That said, I understand you contacted us several times during the trial to request cancellation, so I’ve followed this up with the team regarding a refund. They’ve confirmed that your case will be assigned to a team member to raise the refund request for you.
Cheers,
Princess
Princess_R, I am still waiting for a response to my open case, Case #03276033, which has now been unresolved and not responded to in any form for over three weeks despite repeated attempts to contact MYOB by phone, chat, support ticket and through this forum.
I require an immediate response confirming cancellation of the subscription and the steps MYOB will take to refund the charge.
I attempted to cancel before the charge date but was unable to do so through the available channels. I also did not receive adequate notice of the increased renewal charge, including the email MYOB has stated was sent. I can provide evidence from my email provider regarding this.
The growing number of similar reports in this community makes it clear that difficulties cancelling and obtaining timely support are not isolated to my account. Customers are describing repeated calls that go unanswered, ineffective chat support, unresolved support cases and continued billing while attempting to cancel.
Requiring customers to use a cancellation process that they cannot reasonably access, while failing to respond to written cancellation requests and subsequently charging them, raises serious concerns under Australian consumer law.
I have made repeated reasonable attempts to resolve this directly with MYOB. Please confirm today that my subscription has been cancelled, that no further charges will be made, and that the disputed charge will be refunded. In the absence of a substantive response and resolution, I will now refer the matter and the apparent broader pattern of cancellation difficulties to the ACCC.
