Bank Deposit transaction dropped from MYOB AR Live file, lack of support

[EagleEye]

I keep books for a client who deals with lots of chqs and cash whilst tracking receivables for every sale,  hence we use the bank deposit function heavily.  The file is around 4yrs old with reasonable traffic, 55MB backup size.  On 23 September we banked around 25 cheques, approx $16K using undeposited funds then bank deposit as per normal.  

Two weeks later on my next round of bookkeeping I went to match the live bank feed deposit but the banking could not be found.  I searched two years into the future, I checked all transactions in undeposited funds, then came to the conclusion that the deposit side has dropped off the file.  The undep funds account is out by this amount.  The sales receipts still exist for the 25 customers however they only exist as debits/receive payments in the undep funds account and yet the bank deposit /multiple credits that clear that account back to NIL do not exist.  Most odd.  

I am an extremely proficient MYOB user who like most has been through all the ridiculous problems and this seems yet another.  I rang suppport two weeks ago and the inexperienced support team member was naturally baffled and would get back to me.  HE NEVER DID.  Today I call as we are concerned another banking has done the same thing, and YES THE MYOB LINES ARE TOO BUSY.  NOT GOOD ENOUGH MYOB.  The MYOB experience is becoming a challenge.

Happened to anyone else out there?

[Steven_M]

Hi @EagleEye

I am sorry to hear that you have been trouble with your bank deposits and you have trouble in getting in touch with the support team.

Generally if the individual transactions are not appearing in the Banking>>Prepare Bank Deposit window they have been processed out. At that stage I would recommend going to the Banking>>Bank Register>>Select the Undeposited Funds account and a suitable date range. I would be going through the withdrawals listed on that account to see if you can find the relevant bank deposit transaction. If you are unable to find that withdraw expand the date range out I would go to with the end date of 31/12/998. I know you mentioned you extended it out for 2 years but I would go all the way out 31/12/9998, I don't know how many times I've been searching for a transaction with the year 2015 but its been done on 2105.

Do let us know how you get on with finding that deposit transaction in the Bank>>Bank Register by searching with that extended date range.

[EagleEye]

Can we now have an expert to expert conversation please.  I had hoped to outline this in the original post as this is not a dummy question.  All the troubleshooting has been done, then done again by your support staff on 7/10/15 via Teamviewer.  I have been using this banking feature and MYOB for 20 years currently with over 30 clients including WET so carry extensive knowledge and experience here.

We used forward dating to find the banking that no longer sits ready to bank and no longer appears cleared out of undeposited funds.  I now have $25K ready to bank when I select all payments, yet the balance of that account in the trial balance is $14K less (the amount of the missing banking).  We require a support call to be created so we can upload the file for review as there is a problem.  I dare say we were dismissed as being dummies on the original call and this is disappointing.

[Steven_M]

Hi @EagleEye

We do need to make sure the basics are covered before we can arranged for the company file to be sent in . This is to ensure that the data file repair team are correctly looking into the files that do require repair and to get them back to clients as soon as possible.

If those basics have been completed I can take a look at the company file for you. I've sent you a private message on the MYOB Community Forum in regards to getting the company file sent in and getting some additional information into the transaction.

[EagleEye]

I have not received a private message yet - my envelope is blank, no messages in inbox.  Our email is anita@eagleeyebookkeepingservices.com.au.  Please forward there if this message service is failing.  Much appreciated.

[Steven_M]

Hi @EagleEye

Sorry to hear that you have received that private message. I have resent it for you.

Do let us know if you still haven't received that message.

[Steven_M]

Hi @EagleEye

Just a follow up to see if you have received my private message on the MYOB Community Forum and looked at uploading that company file to the FTP account so we can take a look into that Prepare Bank Deposit transaction for you.

[EagleEye]

Thanks yes we received the reply and link.  I managed to find the batch of banked cheq payments dated from 15 Sep to 22 Sep 2015).  They were merged with an older banking of 2 Sep 2015.  

We know that you cannot use the bank deposit feature with a banking date earlier than the payments date.  So there was definately a glitch occurred here.  The reason I didn't look backwards in the first place was for the reason that you can't bank payments earlier than their date, they won't appear in the bank deposit screen.  

To date it has only happened once, and as it is a busy business that needs the file daily we have decidd to play it by ear and hope it doesn't happen again.  I have managed to balance the books around this.  Not ideal but better than being offline for a file fix.  Will keep you posted if it occurs again.