Forum Discussion
This has happened to our business last night - January 19-1-2023
So whatever "glitch" is happening has not been fixed??
Emailed to OUR customer with Invoice header and footer correct BUT
customer name (someone in another state)
invoice number ( with double the amount of digits to our own)
date of issue (1-8-2020)
service provided (not a service even related to our business)
and price ALL COMPLETLEY WRONG! (less $ charged than correct invoice)
Our customer returned the invoice to us and asked for correct invoice to be sent.
This is extremley concerning!
I also do NOT have time in my day to phone MYOB - I have read all above comments and do not comprehend how this has happened & it has certainly shaken my faith in MYOB.
Happy to send a private message with our details, but would obvioulsy prefer an explanation be made in this thread so others like my self can see without fuss or bother.
Thanks in advance
Good luck getting a reply from someone who will actually help. I am still waiting to hear back from the technical team who received all the details about my instance of this problem months ago. I also got no reply to the last email I posted on this forum in November.
MYOB clearly has no interest in providing a service that is fit for purpose. As long as they get your subscription, that's all that matters. Their approach to solving problems is to get their customers to find help from other customers on this forum, or otherwise pretend the problem doesn't exist.
- rorkin2 years agoExperienced User
Wow,
This has happened to my company also.One of my clients alerted me to the fact that somebody else's invoice has appeared on my stationery linked to an invoice emailed to them.
What's more is that I used the feedback system some 6 days ago to alert MYOB of the problem and have not had any repsonse whatsoever.
Furthermore, I thought I'd try to do the right thing and phone MYOB support based on a link offered in this thread (impossible to FIND whilst in MYOB)... the wait time is OVER 60 MINUTES...
They said in the wait messages that it would be quicker to use the support "chat" (again NOT AVAILABLE WITH IN MYOB itself???)... Guess what, the wait time for chat support is 79 minutes...
It scares me to think that MYOB is so under resourced that there is no realistic way to get timely support. I would be horrified with such response times (as a business owner myself).What scares me more is that my companys' personal data could be emailed to any random on the planet (I "think" that the inconnrect invoice details on my template is for an Irish retail business back in 2019 where I am in Australia in 2023).
The commentary offered by MYOB staff in this thread is very much "wanting" as there are clear "DATA BREACHES" being swept under their feeble replies.
I also think it's time to dob them in as they ARE NOT TAKING THIS SERIOUSLY....I suggest we all do a google search for "report cyber" and alert the Australian Cyber Security Centre of this breach.
- SharonC12 years agoTrusted User
Hi Catherine
I did read all your struggles above & is disturbing on many levels that this happened once!
But to read that it is still occuring now is mind blowing!
That no actual help or explanation has been given is over a period of months is simply unacceptable.
I guess I will have to wait and see if help is coming or look at transtitioning to another accounting platform if I can no longer trust MYOB with our data.
Thanks for your honest input - it is appreciated.
- SharonC12 years agoTrusted User
Tracey_H & anyone else that is interested
I sent Tracey a private message 1-2-23 (which shows that it was read the same day) with all details relating to the "Glitch" that occured with MYOB sending a totally incorrect invoice to our customer.
Still waiting for a reply or any explanation as to how this happened.
I would love to hear from anyone else that has an explanation as it looks like MYOB are choosing to ignore me!
I truly can not understand how such a serious breach of our business system can happen and MYOB appear to not care!
- SharonC12 years agoTrusted User
Hi again Steven_M
Are you serious?? :
"I'm sure that @Tracey_H would be able to offer assistance through that private message channel. "
I am still waiting 7 DAYS later & have still not had A reply or ANY assistance through "that private message channel".
This must be a joke??
- SharonC12 years agoTrusted User
You seem to be contradicting yourself?
"I'm sure that @Tracey_H would be able to offer assistance through that private message channel."
OR
" MYOB Moderators are here to help we may at times not address unsolicited private messages, which in this case,"
ALSO:
"We do encourage users to post on the Forum so that the full Community does benefit from that situation."
THIS EXACTLY WHAT I AM TRYING TO DO - if you read comments on this thread from others it is very clear to see that MYOB will NOT explain why this problem has happened in the past & is still happening now.
I do not have time to wait for hours on the phone for an explanation of why MYOB made a huge mistake.
This can not be blamed on any user based error!
As a customer of MYOB I think I am at least entitled to an explanation of how this happenend and a reassurance that this will not happen again - but it has now been 3 weeks asking on this Forum, by ONE private message (now deemed unsolicited - how insulting!) and a "Live Chat" that I had to wait 30 minutes for someone to become available to chat to.
It appears that MYOB's tactic to deal with their mistakes is to ignore and try to exhaust your paying customer's time and energy?
- Tracey_H2 years agoFormer Staff
Hi CatherineCE
Apologies that it has been a while since you have last heard back in relation to your situation.
I can see from your account that a ticket has been raised with our internal teams to look into that further for you. However, we don’t have any timeframe for when that situation will be investigated further at this stage. We'll let you know when we have more information.Please note for others impacted by this situation, we do recommend contacting our support team directly if this situation does arise. This is to ensure that we do have the appropriate documentation so that our teams can look into that situation as soon as possible. Ensure that you do have some necessary information available such as the following to help with that investigation:
- The serial number of the MYOB Business (bottom of the Business Name Menu - top right).
- A copy of the invoice that was sent
- A screenshot of the transaction from within your MYOB Business
- When the email was sent and the recipient(s) of that email
- SharonC12 years agoTrusted User
Hi Tracey_H
If you look above in the thread I actually need assistance with this same problem & have been waiting since Friday for an official reply too along with CatherineCE who has been waiting months!
I do not have hours in my day to phone MYOB .
Can you please give contact details for your "Support Team" so that I too may get some answers as to why this very serious issue is still happening.
This forum used to be very reliable when help was requested and issued raised, but not sure now??
Thanks in advance
- Gothams2 years agoUser
How on earth do you contact MYOB directly?
I've spent the last hour looking for an Aust telephone number.
- gavin123452 years agoUltimate User
Hi Gothams
Try https://www.myob.com/au/contact-us/support
or link Contact Us link at bottom of each webpage
Regards
Gavin
- SharonC12 years agoTrusted User
Thanks gavin12345 for those contact details.
I have now been waiting 2 weeks for some help on this forum from MYOB & they don't seem to care!