Processing of Payroll

Doreen_P​ that's really great but since nobody helped when I was waiting for 6 hours last week, I had to lodge a support ticket. When someone finally picks up the ticket, I am not going to be in the office.   I am currently ON LEAVE and having to check emails to see if anyone has responded, because when I get back next week I will have to process payroll again.  How do I do this when I still have an incomplete payroll sitting in the system from last week?  All of this could have been avoided if MYOB had actually communicated with customers.

Hi SDuddy,

Sorry for the wait. Your support request is already in the queue and waiting to be actioned by the team. We’re receiving a high volume of requests at the moment, so replies are taking a little longer than usual. Rest assured, as soon as someone from the support team becomes available, they’ll pick up your request and help from there.

Cheers,

Doreen

I lodged a support ticket about this last Wednesday, and as an Accountright customer we are supposed to received priority assistance.  Crickets.  Apparently being unable to process payroll doesn't register as an urgent issue.

Another 3 hours waiting for someone to respond to a live chat, and then they disconnect the chat within 5 minutes while I was away from my desk.  I will now be going on leave and there is nobody else who can deal with this.  Absolutely atrocious customer service.

Its obvious this is reasonably wide spread.

Crazy that MYOB don't acknowledge the issue or communicate. All boards are green despite support being completely swamped. 

The handling of the issue is as frustrating as the issue itself. Issues happen, everyone understands that but geez, pretty disapointing that there's no comms about the issue.

Pretty funny that hanging up on all incoming calls and chats still counts towards "100% Uptime"

Doreen_P​ This is a extraordinarily frustrating.

Support very politely infrmed me i have advanced support and will jump the queue right before telling me they are too bust and to call back in business hours... which it then told me is now.

The chatbot hung up on my converstaion before i could finish typing the problem. Then when i started chatting again it said i'd need a person and it couldn't connect me.

All this after processing payroll five times for zero results.

Unbelieveable.  After waiting 3 hours, the chat connected while I was working on other things, like manually emailing payslips to staff.  They disconnected the chat within 5 minutes because I hadn't seen that they finally responded and now I am back in the queue again.

Doreen_P​ I'm seeing a lot of threads with people saying they can't process their first pay of 26-27 Financial Year.  I had issues with this myself and was here until late hours last night processing manually because I am going on leave and can't take the risk of not getting through to support in a timely manner.  Not to mention payday super now being mandatory.

I can see people reporting having problems last week.  If this had been communicated I could have taken steps immediately to get it rectified before it became time sensitive.

It's absolutely outrageous that MYOB knows there is an issue, and doesn't proactively communicate this with customers.  This isn't the first EOFY that it's happened!  Who do we complain to?