Hi Sam, thanks for the update. I have logged a call with a supervisor yesterday and requested that they call back the same day which I was verbally advised that they would but have not had a response as yet. Initially the lady told me it would take 2-3 business days before someone can call me back. I called back again this morning and was advised again that the job has been escalated. They can't transfer me to anyone as it is offshore and she advised that I can't access anybody in australia.
The problem started last tuesday when I requested MYOB delete one of our old company files that we hadn't used for 4 years as the business was shut down. This was unable to be completed until Thursday last week. It took may phone calls and hours on hold for them to remove the file and allow me access to the new file. Even though at each phone call I was told that it was done. It wouldn't allow me to access the file. I have account right premier which provides for 2 company files. One customer service representative finally figured out that MYOB hadn't unlinked the old account which is apparently why it was not working.
On Thursday we were then unable to access our main company file. We have been live for the past 5 years and our file had simply disappeared from our screens. I have been using MYOB for the past 17 years. We contacted MYOB again and they added the file back to our system. THe only problem when they added it back on is that it now says MYOB Account right Plus, which one of the support staff mentioned (I can't tell you if this was what it said originally or not) and we are unable to access it live. They have tried multiple options to allow our staff to have access to the file all to no avail. They have sent invitation requests from their computers which have been accepted. Nobody seems to know how to fix the problem. We have been on the phone to them since Thursday. Twice consultants have advised that they would call back and nobody has. As mentioned I have requested a supervisor to call to try and see if they can sort out the issue. We have end of month due today, purchase orders to be completed and staff wages to be paid tomorrow and I have had 5 DAYS (we are a 24 hour emergency business) without staff access to the company files.
If you can think of a resolution it would be great. MYOB were at the stage yesterday of insisting we start a new company file. This is not a suitable resolution for us obviously.
