Open Support Tickets and Refunds

Hi RoughRed, 

Thanks for the update. I can see you've contacted us several times and have now been waiting 7 days, even though you were told you'd get an update within 48 hours.

I've followed up on your existing case and asked for a review of the ongoing invoice and refund concerns. The team will contact you directly when there's an update via email.

Thanks for your patience.

Regards,
Genreve

Earl_HD​ I have "reached out" to the MYOB team on several occasions.
It is now 7 days since the case was forwarded to the Billing team for review and I have no communication as to its status despite being being told someone would get back to me within 48 hours.

Hi RoughRed,

We understand your concern about continuing to receive an invoice while this matter is still being resolved.
 

We can see that you reached out to our team yesterday, which was a good step, and your case has already been forwarded to our Billing team for review. They’ll look into the invoice and refund concerns and provide an update as soon as possible. Thank you for your patience while we work through this with you.

Regards,
Earl

Doreen_P​ see above

So Genreve_S​  the wait is now 5 months from the original support request

MYOB have happily just emailed me another invoice for a $165.00 which will be Direct Debited from my account because I have unable to cancel this - thanks MYOB!

I guess a legal action will be required at this rate to recover the overcharged fees, my time attempting to correct this through the "correct channels" and general aggrevation

Hi RoughRed,

Sorry you’re still dealing with this, especially after lodging requests on both accounts and spending so long on hold. We’ve followed up your support request with the team that handles these cases and highlighted the upcoming subscription debit for review. Please keep an eye on your email for an update from them.

Cheers,

Doreen

This still outstanding and I have just recieved another email saying I will be debited the subscription fee

I have lodged a support request both on the "old" AccountRight Plus and the new Business Pro account

The bot is useless

And too many hours on hold to mention

Useless!

Hi Genreve_S​ 

"We can’t access billing details through the community, so please reply to your existing case and attach that email. Ask the support team to review the charges and arrange a refund if the billing is confirmed to be incorrect."

I have already done that.

Hi RoughRed, 

That migration ticket has been dragging on. I can see why it's concerning that you’re still being charged for AccountRight Plus after the downgrade email confirmed the subscription would be cancelled, especially when you haven’t received a response to your support request.

We can’t access billing details through the community, so please reply to your existing case and attach that email. Ask the support team to review the charges and arrange a refund if the billing is confirmed to be incorrect.

If you can’t reply to the case, here are other options to connect to support: https://www.myob.com/contactus

I understand that wait times have been quite long. Rest assured, the team is doing all they can to improve it. 

Regards,
Genreve