BEWARE: Extremely difficult and time wasting to cancel a subscription during the free trial period

Hi JuanR,

I can see why you’d feel this way after spending that much time trying to get this sorted.

Our wait times have been longer than usual, and our cancellations team is currently helping customers on the phone lines, so I understand why this hasn’t been a good experience.

Regards,

Genreve

Hi JuanR, 

It looks like the designers of this product have made it intentionally difficult to cancel your membership on purpose. As you rightly mention, they have all the information they need. Cancelling a membership via the portal is basic functionality. 

If anyone from their team says otherwise, that only serves as proof that MYOB is a poorly built product that can't handle basic membership cancellation functionality. I am speaking from many years of experience in building production grade software. 

As you can see in this thread from other users, they take days to reply and give meaningless excuses like "making sure its handled securely and correctly" or "we're receiving a high volume of requests", which are excuses to cover the fact that their cancellation process is ridiculous and unnecessary friction. 

Even when I got through with them after many hours they failed to action the cancellation and I had to spend the rest of the day following up. 

I wish you good luck and hope that my response to your message gets your subscription cancelled quicker. I will do the same for anyone who posts in this thread. Maybe if we all complain they will get their act together and build a cancellation button like a normal software company.

How can I cancel my subscription?  I have been on the phone for over 2 hours now.  I'm worried that if I get cut off I will need to spend another few hours trying to cancel again.

Why is it so dificult to cancel?  If I have all the information and I try to cancel when I'm actually logged into my MYOB portal.  

I have been on the phone for exactly 2 hours and 1 minute, tryign to cancel my subscription.  I think it's a little pathetic that it is so dificult to cancel.

Hi Harvest777,

Sorry for the late reply and for the rough run you’ve had with this. We’re receiving a high volume of requests at the moment, so responses are taking a little longer than usual. I can see that your support request has already been logged and is currently in the queue waiting to be actioned. Once it’s been picked up and processed, you’ll receive an update by email from the team handling it.

Cheers,

Doreen

Hi Doreen, 

"Making sure its handled securely and correctly" - this is exactly what an automated backend process done with the click of a button from the portal would provide. This is how 99.9% of SaaS products operate. What a nothing excuse that reply is.

As a clarification, my subscription was cancelled only because I spent the entire day calling back, which completely wasted my day and affected my work. The lady who called back the first time told me that I would get a confirmation email that it is cancelled after I hang up the phone - which I did not, and had to spend 3 more hours to get back in touch with someone again to find out what was going on.

After speaking to the second person (because the first person did not do their job properly) they were able to instantly cancel my membership only after I threatened to take them to Fair Trading for misleading business practices. So it isn't "handled correctly and securely", its handled very poorly and unecessarily, AND can be done on the spot if the customer service person wishes to.

Saying this is good news is completely hiding the fact that I had to waste my entire day chasing up people who didn't do their job properly and if i didn't it likely still would not be done. It is clear from the other comment that this is not an isolated scenario. Steer clear of this extremely poor support service

I'm having difficulty getting my MYOB Business Lite subscription downgraded. Same story as above. Was on hold for 2 hours, finally got someone on the end of the phone that had no idea what they were doing then cut me off, despite taking my phone number to be able to call me back on in the event we got cut off. I was not once rude, polite conversation but NO HELP!!! Come on MYOB...you'll loose people to XERO. 

I'm having difficulty getting my MYOB Business Lite subscription downgraded. Same story as above. Was on hold for 2 hours, finally got someone on the end of the phone that had no idea what they were doing then cut me off, despite taking my phone number to be able to call me back on in the event we got cut off. I was not once rude, polite conversation but NO HELP!!! Come on MYOB...you'll loose people to XERO. 

Hi sdjfh23908h,

Sorry you’ve had to spend so much time chasing this. When it comes to cancelling a subscription, it’s only via phone through our support team so they can help make sure it’s handled securely and correctly. The good news is your support request has already been checked and your subscription has now been cancelled.

Cheers,

Doreen