Can't reverse super payments?

Hoping someone has come across this particular issue before. Numerous conversations with MYOB has not resolved it and they haven't bothered calling for a 10am meeting that was set up for today. 

A tad frustrating. 

We had some super contributions returned for an employee. Not a problem. We've fixed up his super account and we're familiar with reversing and reprocessing supers. 

When I go to reverse the super it comes up with a red error x next to another employee's name (not the one that was returned) stating: 'You only have a preferred name set up for this super fund. You need to set the Fund Name and Spin/USI'.

This employee's super fund is a self-managed super fund that is set up correctly and has been receiving super payments for over 2 years. 

Self-managed super funds do not have SPIN/USI numbers, and it is not even an option to add such details once your select Self-Managed in the Type when setting up a super account in MYOB. Self-managed super funds use ABN, ESA, BSB and account numbers. All correctly provided in the set up when this employee started years ago. 

Anyone???