payrolls not appearing in matching window

I have a huge issue with the pays made to an employee not appearing in the bank feed area for matching. The payment made to the employee shows in the bank feed but when I click the drop down arrow to allocate it to something there are no payrolls in the matching window. Have spoken at length to MYOB regarding this issue and for some reason they are refusing to fix the issue.  Can someone please advise who is the person at MYOB I can contact directly. I did reach out to our account manager but they only got someone to ring who had no experience with payroll and the issue is still not resolved. I don't want to speak again to someone in the queue overseas because I have spoke to three people already. I would like to know why MYOB are refusing to fix the payroll issue. Is it just me or are others having non matching payroll issues as well. The last person at MYOB tried to tell me to change some settings in the payroll to do with electronic payments but we don't use that feature. Someone else told me to change the payment method but there is nowhere to change that.