How to lodge a complaint with Australian Financial Complaints Authority. Overcharge of $12,177.00

Hi Community Users - See below email sent to MYOB today. Details will follow on how to lodge a complaint.

Dear MYOB

Please be advised I have lodged a formal complaint against MYOB with AFCA for overcharging an unauthorised amount of $12,177.00 to my credit card.

I received the attached incorrect invoice on 24^th July 2026.

I had already paid an annual subscription on 23^rd April 2026 for $10,692.00.

I lodged an online support request through MYOB MyAccount on 24^th July and followed it up with a phone call to MYOB on 24^th July.  I was told to ignore the invoice as it was clearly an error, and it was confirmed I had already paid the annual subscription in advance. I was provided with a case number #03250349.

When I noticed the charge on my card today, I immediately called MYOB to try and receive a refund. I was told that I needed to be patient and wait for someone from the billing team to contact me. When I asked for a phone number or email I was told this was not possible.

you can lodge a complaint with AFCA by contacting them using the following methods:

Good luck to everyone navigating the appalling service from MYOB.