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Steel_6285's avatar
Steel_6285
Contributing Cover User
21 days ago

MYOB Customer Billing

I am literally at my wits end.  I have had a direct debit in place to pay our MYOB subscription for the last 8 years. In April this failed and the frustration began. I raised a request for MYOB to investigate and now over 5 months later this is not resolved. 

 

I ended up paying via EFT for 3 months - something MYOB's finance team cannot reconcile despite me sending them bank receipts. I have been charged $11 direct debit dishonor fee each month, despite it being a MYOB error causing the direct debit to fail...

 

I have numerous case numbers and the names of 2 MYOB team members but no progress. 

 

In my last call with MYOB just over a week ago I was assured that the missing payments would be credited to my account, putting the account in credit for 2 months subscriptions, the dishonor fees would be waived and the account corrected.

 

Just got my new bill - dishonor fee again for September, despite MYOB taking 2 x direct debits on 1 day to "test" the direct debit, still missing the EFT payments and being charged for charges on online payments charged to clients for online payments..... 

 

Beyond frustrated!!!

3 Replies

  • Fogartys's avatar
    Fogartys
    Member
    16 days ago

    Hi, I had this exact issue in April my direct debit 'failed'. Then I requested it to re charge out again and it came out. But then the next month they charged me twice and I only got it resolved a month ago. I have found sending an email or creating a 'ticket' through your account gets no response. I had to use the chat bot and get connected to someone and eventually they pushed the billing team to sort it. Frustrating.

  • GT_55B's avatar
    GT_55B
    Member
    16 days ago

    I had this, so frustrating. When they moved the payment platform from MYOB to Stripe, the direct debits were not set up as they had been previously. 

     

    I work for two companies and had issues with both.

     

    For one, Stripe had me set up as a signatory because I was the administrator on the MYOB account, but I was not a signatory on the bank account. A grumpy email telling them what they had done sorted it out, but not after a bounced payment. 

     

    The second company required two signatories, but there was only one signatory on the email I received. I contacted MYOB immediately, but they ignored the issue. The direct debit did not go through, and this somehow became my problem. We had a dishonour fee as well, and I was asked not to stop the payment. I hadn't, of course, but a second signatory was required to be added. I had two cases going with no replies at all. After a really angry phone call, it got sorted and paid. 

     

    But so frustrating and a complete waste of time.

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    20 days ago

    Hi Steel_6285,

     

    I’m sorry this billing issue has continued despite the EFT payments, further direct-debit deductions, and the time you’ve spent following it up.

     

    We’ve followed up on your existing cases and raised the billing concerns for further review, including the payments, fees, and account balance. We understand you’re also querying the expected credit and disputed fees, and appreciate your patience while this is being reviewed.

     

    Regards,
    Genreve

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