We are a small business with Account Right and one file in the cloud, and just got charged $660, and the usual fee is $165 pm. Submitted an online query about a week ago as did not want to wait 2.5 hours to speak with someone. There does not seem to be a way to send follow up queries for existing case numbers without generating a new query and new case number. Is anyone aware of issues with overcharging on subscriptions and what is being done about it?
Hi Glittler,
I’m sorry this has continued for so long, especially with the repeated double charges. I’ve followed up your case with our relevant team, and they’re still investigating it. They’re currently double-checking the disputed months and refund details to make sure everything is reviewed correctly. We appreciate your patience while this is being looked into and will provide an update as soon as we have further information.
Regards,
Sai
Just following up again Moderator Team- as I haven't had any resolution yet from Billing or MYOB and my subscription fee was double charged again in August, so it's now May, June, July and August that subscription fees have been double charged for. Out of frustration I have lodged a formal complaint with the Australian Financial Complaints Authority. What more can I do to escalate and resolve this? It's not a difficult problem to address. I started being double charged from May 2026, so something obviously went wrong your end. When can I expect this to be fixed? Someone just has to update something on your system that caused this error and refund me my money. Please.
I have now been overcharged again for the month of August! So it’s now 4 months of overcharges!
Thanks Amanda. I received an email today from the Billing Department acknowledging receipt of my email dated 31st July requesting escalation of the case. They said they will respond in a "timely manner". What does a "timely manner" mean in terms of business hours?
Hey Glittler
I've just checked on the case number you provided and can see that it's currently being worked on and is in progress. A member of the support team will reach out to you at the contact details provided at the time of raising the case today.
I will be lodging a formal complaint - I have still not had any response to my initial query about a subscription overcharge for May and June and my subscription was overcharged again in July with the August one due soon. I tried escalating my case to mailto:[email protected] on the 31/7/26 stating that I wished to formally escalate my case around MYOB erroneously and without my authority debiting my account and gave them 48 business hours to resolve and process a refund stating that with no satisfactory response I will lodge a formal complaint with AFCA and ACCC. It is now well past 48 business hours and I have not heard a peep so I will be proceeding with my formal complaint. My case number was 03174093 but when I emailed MYOB to escalate, they just gave me a new case number presumably automated, so the new case number is now 03263275. The subject title of my email was "Urgent: Double Subscription Charge Case # 03174093 Serial Number ... Escalation.
@ MichelleWA That is shocking and unbelievable!! Thanks for the tip!
I was overcharged $12,177! I am not receiving satisfactory responses from MYOB and I have just lodged a formal complaint against MYOB with the Australian Financial Complaints Authority. Call them on 1880 931 678 to lodge your complaint.
Thank you. I look forward to this being resolved.
