Cancel Subcription

Hi Dizzleb07

Thanks for reaching out. I understand the subscription renewal felt unexpected, and you're seeking clarity on the process. I have taken a look at your account and billing history, and would be happy to address some of your concerns:

• Explain when and how my free Solo account was converted to a paid subscription

I can see you signed up for our $12-for-the-first-year promo (prorated), and the payment was collected on 11/08/2025. The invoice you see for $11.94 is this payment, not a new one. Based on our records, your account was not on a free subscription, so this payment was not applied retrospectively.

• Provide the notice MYOB says it gave me before introducing these charges

Our records show that an email was sent on 2 July 2026 to let you know your subscription was due to renew on 1 August 2026. If you haven’t seen it, it may be worth checking your spam or junk folder. Spam filters can sometimes be a little overzealous, so I understand why you wanted to confirm what notice was given.

• Provide the contractual basis or consent MYOB relies upon for the retrospective charge, the annual subscription and automatic recurring payment.

You can find this listed under sections 7 and 8 in the terms and conditions agreed to when signing up: Solo Terms of Use. These sections explain that subscription fees are charged in advance, and that an annual subscription renews for another 12 months unless it’s cancelled in line with the terms.

That said, we are always open to feedback, and we are always looking for ways to improve. So in addition to your existing billing case, I have also raised a complaints case on your behalf with our Customer Resolutions team for a formal review of our service and processes.

I hope I was able to shed light on at least some of the questions raised, but I will follow up with you directly via email, where I will also provide you with the complaints case number for your records.

It’s not common practice to send an invoice 12 months after, nor charge 12 months after the fact. I can confirm I never received tbe email you claim on July 1st, it is not in my spam filter nor has it been sent through any junk or alternate mailbox. I have tried to contact you for over 2-3 weeks to cancel this and not approve this. I have still yet to receive any update or acknowledgement. You have failed to send the notice despite your claims it was sent in the 1st July. It’s not feasible I conveniently received the 3 invoice emails but not the notice of renewals. It’s also convenient there is a pattern of multiple people in this thread with the same issue. I tried to call and email as soon as I was aware you were trying to charge a year. I’ve tried to cancel and been clear I do not want the 12 month charge. You claim I was billed 12 dollars on signing yet you are charging me 12 months later. 

Thanks for responding. Unfortunately, this does not resolve my complaint and there are still significant inconsistencies in the explanation provided.

You state that I signed up for a “$12 for the first year” promotion and that payment was collected on 11 August 2025. If that is correct, I would like MYOB to explain why the invoice for $11.94 was only issued to me approximately 12 months later. It is not normal billing practice to collect a payment and then issue the corresponding invoice a year later, and the timing of these communications is part of why I believed this was being retrospectively charged.

More importantly, I can confirm that I did not receive the renewal notice you say was sent on 2 July 2026. I have checked my inbox, spam/junk folders and alternate mailboxes. It is not there. I have, however, successfully received the subsequent MYOB invoice and billing emails. Given that other customers in this thread appear to be reporting similar experiences, simply stating that your system records an email as “sent” does not adequately address whether the required renewal communication was actually delivered.

As soon as I became aware that MYOB intended to charge me approximately $100 for another 12 months, I made repeated attempts to contact MYOB, cancel the subscription and make it clear that I did not authorise or want the renewal. I have been trying to resolve this for more than 2–3 weeks.

Despite those attempts, my billing support case has not been substantively responded to or resolved and MYOB has now taken the payment I was specifically trying to prevent.

That is now the central issue with my complaint. I became aware of the proposed renewal, expressly attempted to cancel before the payment was taken, repeatedly contacted MYOB through the available support channels, and MYOB failed to action or even meaningfully acknowledge those requests before charging me.

Referring me to the automatic renewal provisions in the Terms of Use does not address MYOB’s failure to action a cancellation request made before the renewal was processed. Nor does it resolve the question of the renewal notice that I did not receive.

I am therefore formally disputing the renewal charge and requesting:

1. Cancellation of the Solo subscription effective from the renewal date, with no further charges.
2. A full refund of the annual renewal amount that has now been charged.
3. Confirmation of the dates and channels of my previous cancellation/support requests and why they were not actioned before the payment was taken.
4. Evidence of the 2 July renewal notification beyond an internal status showing it as “sent”, including the destination email address and delivery status where available.
5. An explanation for why the $11.94 first-year invoice was issued approximately 12 months after the payment you say it relates to.
6. The complaints case number and written outcome of the Customer Resolutions review you have now raised.

I have retained records of my attempts to cancel and dispute this charge before it was processed. I should not be financially disadvantaged because MYOB did not respond to or action those requests in time.

Please treat this as a formal complaint and disputed transaction, rather than another general billing enquiry. If MYOB does not refund the renewal and resolve the matter, I will consider the external consumer and payment dispute options available to me.

I would appreciate the complaints case number and confirmation that the refund request has been referred for review.