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 ...
Forum Discussion
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
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.
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
Thank you Princess. I'm struggling to understand why it is taking SO long to be resolved. I notified MYOB of the error on 4/11. 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. 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:
Case Number: 02036941
Thank 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.How much more time do they need for investigation??! It has been 10 days since I raised the issue. Surely resolving the issue just requires resetting our subscription to what it should be. I feel I'm going round & round in circles with the billing team & getting nowhere!
