February Superchoice superannuation/super payment duplication

[Steven_M]

Hi Everyone

We are aware of a situation that has impacted our customers that have made recent superannuation payments in which they have had the funds deducted multiple times.

Our team is currently investigating the situation and is looking into those double charges. We'll have more information once those investigations are complete.

[Steven_M]

Hi Everyone

We are in the process of contacting all impacted customers and our teams are focused on reimbursing the duplicate payments as soon as possible and ensuring contributions are made to employees’ super funds by the due date.

We are working to resolve this issue with urgency and it is our number one business priority. We want to make sure the impact is completely and accurately resolved, so our teams are quickly but carefully working through the necessary cross-checks. We will communicate an estimated ETA as soon as we can.

We are deeply and sincerely sorry for the disruption caused to you and your customers. A dedicated team has been established to support impacted customers and can be contacted directly at superannuation@myob.com

We are committed to keeping you informed and will provide an update later today.

[Steven_M]

Hi Everyone

We are keen to keep you updated on the progress we are making on the superannuation duplication error.

This continues to be MYOB’s top priority to urgently resolve and we are working hard to undertake the work required to process the refund. We will continue to provide you with updates on this topic as soon as possible.

[Steven_M]

Hi Everyone

We just want to reassure everyone that this is still MYOB’s top priority to urgently resolve, and we are working hard on the required work to resolve this situation and release funds as soon as possible. We will communicate an estimated timeframe for refund delivery as soon as we can.

We are deeply and sincerely sorry for the disruption caused to you and your customers. A dedicated team has been established to support impacted customers and can be contacted directly at superannuation@myob.com

[Steven_M]

Hi Everyone

We can confirm we have commenced the process of refunding the duplicate superannuation payments to all impacted customers. This refund will be directed to the bank account it was originally debited from. Depending on the bank, the funds may take a few days to appear in the account.  
 

Again, we are very sorry for the impact this had on our customers. We appreciate your patience as we worked it through.

If you have any questions about the refund or any additional queries, don't hesitate to reach out to our team on superannuation@myob.com