How do I lodge a formal complaint?

[nonam24]

My first time logging into the new app was yesterday and I can't send invoices or quotes due to an issue with the default email settings that have pulled through from the old system. I have spent 2 hours on the phone and 45 minutes over chat and still the issue is not resolved. I have a business to run if I can't send invoices I don't get paid and likewise, when I'm sitting on the phone I'm not making money. This is not good enough. 

[Earl_HD]

Hi @nonam24,

Thank you so much for your post and welcome to the Community Forum!

My apologies for the late response and I'm sorry to hear about the email reception issue. Since the emails are being sent, could you kindly ask your clients to:
 

• Check their junk/spam folders.
• Add no-reply@myob.com to Outlook or reach out to their email provider to add this address.
• Whitelist our IP address. I've sent detailed instructions in a private message to assist with this.

If the issue persists, I'd suggest visiting these helpful articles for troubleshooting tips: Fixing email issues and Email troubleshooting

Please do let me know how you go on this.
Regards,
Earl

[nonam24]

The issue is with MYOB in that the email templates that have been pulled over from the old system, do not allow me to send any customer emails (meaning I can't send quotes or invoices). It has been two weeks and after multiple phone calls and messages this still has not been resolved hence my question. I want to raise a formal complaint but I can't find where to direct this to.

[Earl_HD]

Hi @nonam24, 

I understand it might not be easy, and your satisfaction is truly a priority for us. To assist you better, please feel free to share your feedback or concerns by visiting our Contact page. Simply scroll down to locate the 'Feedback & Complaints' option. Your valuable insights play a crucial role in our continuous efforts to elevate your experience, and we genuinely appreciate your willingness to help us improve our services for you.

Regards,
Earl