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JenDPT's avatar
JenDPT
Experienced User
7 days ago
Solved

Direct debit to pay MYOB not deducted.

Hello MYOB  We pay our subscription by direct debit - and have done for years. I have just been into our MYOB account and have found that we are showing as having an overdue account. There are fun...
  • Princess_R's avatar
    Princess_R
    6 days ago

    Hi JenDPT,

     

    Thanks for submitting your support ticket. Waiting that long is definitely a hassle, and I appreciate how worrying it must be to think your payroll software could be suspended if payments aren’t processed.

     

    I’ve reviewed your cases and followed this up with our Billing team. I can’t promise an exact timeframe for their response, but please be assured that they’ll contact you directly as soon as they’re available. I’ll also keep monitoring your case to make sure it receives the attention it needs.

     

    Cheers,

    Princess

Steel_6285's avatar
Steel_6285
Contributing Cover User
4 days ago

I am having the exact same issue!!!

 

I've been with MYOB for 8 years and never changed the direct debit settings, but they failed in April this year and I've called, email and chatted with MYOB with absolutely no success.

The fault is that my bank account showing in their system is missing the first 2 digits but it will not allow me to update and correct this. 

I spent 20 minutes on a call with MYOB in August and they admitted the system was not allowing me to correct the account number. The reassured me that they could update it their side and had done so. 

I received their invoice today and the direct debit failed again and advising I am 5 months in arrears!! 

I have provided bank receipts off EFT payments made to keep the account up to date. 

Live chat say they cannot help. It an issue that only their Finance Team can resolve.... guess who I spoke to in August about correcting the direct debit - their Finance Team!!!!  

I am beyond frustrated! MYOB issue case numbers but do not ever keep the first case number open until you agree the issue is resolved and it can be closed. Guess this makes their closure rate and success rate look great - but very frustrating for their customers!! 

Princess_R's avatar
Princess_R
MYOB Moderator
4 days ago

Hi Steel_6285,

 

Thanks for reaching out. I’m so sorry we dropped the ball on this. You shouldn't have had to follow up multiple times just to face another failed payment. I’m going to personally chase up your open tickets with our team so they can dig into what's going on with your bank details and direct debit. They’ll jump on this and message you directly with an update. Appreciate your patience in the meantime.

 

Cheers,

Princess

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