Incorrect Billing and Dishonour Fee

Hello,

I am hoping someone from this forum can help to resolve my ongoing issue with the billing team.

In August, MYOB incorrectly debited my bank account on the wrong billing date and for an unexpectedly high amount without any prior notification. This resulted as a failed payment due to insufficient funds and MYOB subsequently charged us a dishonour fee.

After 4 attempts talking to the online support team and 11 email exchanges between the billing department over the past 2 months, my request to have the dishonour fee waived remains unresolved.

Firstly, your team blamed system error for the incorrect billing date and charges. Despite this, MYOB proceeds to charge us a dishonour fee resulting from your own system's mistake.

I find it completely unreasonable that a customer should be financially penalised for an error caused by MYOB. Why should we be expected to pay a dishonour fee when the circumstances leading to the failed payment were entirely outside our control? No one from your support or billing team would take the responsibility to solve this and it is completely unacceptable.

I have been extremely patient and have made every reasonable effort to resolve this matter through the appropriate channels. However, the lack of communication, accountability and customer service from MYOB has been deeply disappointing.

I would appreciate someone taking ownership of this matter rather than directing me back to the same support channels that have failed to provide a resolution over the past two months.

I look forward to your prompt response and a satisfactory resolution.

Thank you.