Complaint

[CFY]

After seventeen minutes of speaking with your representative trying to resolve a superannuation bug in your system, I am transferred to your Super "specialist": where I am on hold for a minute before being disconnected.

Great Job MYOB !!!

I am not you calling back - instead, i am lodging a complaint with the ATO

[CloverQ]

Hi @CFY 

Sorry to hear you are having difficulty with superannuation and the phone call to our phone support team wasn't satisfactory. We do have other support channels that you may find more suitable - LiveChat (and this very Community Forum itself.

If you could please let us know the details of your problem, such as the exact error message, the exact steps you took or any screenshots, our experienced forum users and moderators are more than happy to assist. 

[CFY]

See attached image - I suspect the nominated super fund of my employee is correct but I can see online that her fund recently merged into another fund this month. Would this be the issue ?

[CloverQ]

Hi @CFY 

Thank you for the update. 

Yes after the fund is merged its super fund details would be different now for the affected employee(s), you will need to verify and update the super fund details/select the correct super fund, update the employee membership No. as well if needed. 

Here is the list of super funds that you can pay with Pay Superannuation, please search by SPIN/USI number to locate the correct fund name and select it in the employee card.

Please feel free to let us know how you go.

[CFY]

Why doesn't MYOB flag the issue in Accountright?

[CloverQ]

Hi @CFY 

The error message you received is AccountRight flagging that there's a problem with the super fund details used, which urges you to check and ensure the correct details are used before sending out the payment. There are varies of reasons that can result wrong super details being used, super fund merging is just one of the reasons, typically the merging super funds communicate the change via their own channels, which shall help with your investigation.