Telephone support for subscription payments

[TraceyD3110]

STRESS LEVELS THROUGH THE ROOF WITH MYOB'S SO CALLED TELEPHONE " SUPPORT", JUST TRYING TO GET ASSISTANCE WITH LIVE SUBSCRIPTION PAYMENTS. UNFORTUNATELY THE PEOPLE ANSWERING THE PHONE HAVE NO UNDERSTANDING AND CONTINUOUSLY HAVE TO REFER QUESTION BY QUESTION TO THE BILLINGS DEPARTMENT - 2.5 HOURS LATERS AND DISCONNECTED WITHOUT A RESOLUTION!!!  MY.MYOB OFFERS VERY LITTLE DETAIL OR INFORMATION UNLESS YOUR FILE IS IN THE CLOUD. PARTICULARILY HORRID WITH MULTIPLE DATA FILES, YES MULTIPLY FILES. IRONIC THAT THIS IS AN ACCOUNTING PROGRAM THAT DOESN'T OFFER PROPER SUPPORT TO CUSTOMERS WANTING TO PAYING THEIR BILLS!  

[ChrisMYOB · Accepted solution]

Hello @TraceyD3110 

I'm sorry to hear about the experience you have had with our phone team.

If you send me a Private Message containing details about the account and which invoice needs to be paid I will be able to investigate this for you. 

[Versacegal1]

@TraceyD3110 I have learned through experience it is usually faster to create a post here and get assistance from a moderator, as they seem to be better equipped to deal with issues than the phone support team, and usually pick up on your post within an hour or two.

I literally spent 3 hours on the phone to MYOB on Tuesday, only to be informed that I had to call my bank for what I needed.  Won't be doing that again! At least MYOB actually pick up their phones, unlike Wex Motorpass who leave you dangling indefinitely, and call you back 7 days later if you're desperate enough leave a message.  Customer service is a dying skill.

[TraceyD3110]

Hi Chris

I have sent you two private messages and haven't heard back.  Are you able to help or do I need to sit on the phone for hours trying and get "support"? 

Thanks Tracey

[ChrisMYOB]

I have received the Private Message and working through the data given.

Edit: Have resolved the issue through Private Messages

[TraceyD3110]

Thank you Chris - finally managed to figure out what was going on in the background. Would not have been achieved this result via the phone support. 

We got there in the end, yeh!!!