Payroll Activity Summary + Payroll Register Details not matching

I have given up on 'MOCA', complete waste of time waiting for a response from the team. 

Hi Leanne_000,

Thanks for laying that out. Once a pay is recorded for the current payroll year, it locks the ability to edit the figures for the previous payroll year. Since that new-year pay has already been processed, this one will need our support team to run the needed fix on the file so the payroll reports can line up properly again. You can contact them on Live Chat via our virtual assistant, MOCA.

Cheers,

Doreen

Thanks Doreen.  It's frustrating as I can see what the problem is but can't fix it.  There is a nil payroll showing in the card file with a YTD value of $15 which is impossible because the employee didn't start until September.  Somehow the client has entered this amount in the employee history section and I didn't know it was there.  
I've contacted MOCA but have got the following reply so STP won't be finalised by the due date of today unfortunately -:
"Our support team is currently experiencing very high chat volumes, so I’m unable to connect you to a team member right now. Please try again a little later during business hours. In the meantime, you can visit myob.com/support or community.myob.com for help."
I've also lodged a support request this morning but havent heard back yet.

Hi Katyjane1,

I completely understand why you’d feel over it after spending time waiting and not getting the help you needed. We’re seeing very high demand across all channels at MYOB during this busy time of year, but our team is working hard to get through to customers as quickly as they can. 

Cheers,

Princess

MYOB has increased subscription rates and should have more support available at this time of year.  Especially when the design of their software is that where some things cannot be fixed by the user even when they know what the problem is.  I have been waiting for assistance for 3 days and have no reply.  I am very tempted to recommend my client to move to Xero.

Hi Doreen,
I lodged a support request on Tuesday 14/7 and have not had a reply or resolution.  When I went to my account today, it has the status resolved.  It is not resolved!  Could you please give some advice on how I can get some actual support from MYOB please?

Hey Leanne_000​ 

Can you please share the case number with me here? I can follow up with the support team for you.

Hi Leanne_000,

Sorry to hear about your experience. I’ve checked your support request with the team and followed it up from here. I can also see that one from the support team has already assisted you and the issue with the pay history is now fixed.

Cheers,

Doreen