Direct debit payments stopped working

Hi racanglican, 

Thanks for posting your concern here in the forum. I can see you’ve already been waiting a month and have tried re-entering your account details, so this has dragged on for a while.

This needs to be reviewed by our Billing team rather than the Community team because our teams have different access. The forum team can provide general product guidance, while the Billing team has the access and specialist knowledge needed to check account-specific direct-debit declines and subscription payments.

I’ve followed up on the case connected to your email address, and we’ll check its status with the Billing team. You should receive an update once they get back to you.

Regards,
Genreve

I can confirm that I received a call from your support team a few days after you posted this message. The guy told me that the issue was likely caused when MYOB changed our account to a new backend system  in May and he would process the payments and promptly closed the ticket. The payments were not processed and I had no way to reopen the ticket he closed. I opened another support ticket which has now been open for nearly a month.

I am still without a resolution to this issue and no one from MYOB is bothering to respond to my ticket. I have to say that this is the worst customer service I have ever experienced from any organisation, ever. 

What do I need to do for you to fix your system so that the direct debit can be processed? I also expect that the dishonour fees are reversed before the payment is deducted.

Hi racanglican, 

I’m sorry this still hasn’t been resolved, especially after you were advised that the payment had been processed. I can see the notes on your previous case say it was processed, but I have no direct option to check on it. 

I’ve flagged this back with the team handling your case. They’ll review it and get in touch to help as soon as possible.

Thanks for your patience while we work through this.

Regards,

Genreve