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Add a bank feed for Kiwibank is broken

Contributing User Roger69
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Roger69
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Add a bank feed for Kiwibank is broken

I tried to add a credit card as a bank feed (from kiwibank)

 

1. I got a Javascript Timeout error

2. It told me my credit card was already associated with an account

3. It accepted the credit card and gave me a button to print the form to send to my bank. Once I pressend the button I was shown a page saying that MYOB "couldnt connect the dots"

 

I would think this is pretty straight forward functionality (assuming MYOB hasnt been hacked) but after spending an hour waiting in chat Ive lost my patience especially when I had to put the kids to bed and the agent just disconected the request whilst I was away (yes I had left specific details of the issue). However she did cut and paste a link to the MYOB "Community" - brilliant, just brilliant.

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Contributing User Roger69
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Roger69
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Re: Wait times for service are ridiculous! even live chat has a 1 hour 10 minute delay!!!! this is NOT customer service and needs to be sorted.

I couldnt agree more Sally. MYOB actually took over an hour to answer my chat session. By that time I was putting the kids to bed and <name removed>just sent me a link to online forums then disconnected the "call" even though my question was clearly displayed. The problem is that there is no application form for a bank feed for Kiwibank. Weirdly they are really really quick to do billing. Im thinking Xero cant be as bad as this, quite frankly Ive had better service from government departments

Contributing User Roger69
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Roger69
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Re: bank feed

The whole myob system seems to be broken, it wont even deliver forms to get a get a credit card feed from kiwibank. I wonder if they have been hacked?

MYOB Moderator Steven_M
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Steven_M
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Re: Add a bank feed for Kiwibank is broken

Hi @Roger69 

 

Sorry to hear that you have been having that experience applying for a new Bank feed.

 

Just testing the process for myself, I was able to successfully complete the application and print the Bank Link Authority form as required. This is in accordance with Help Article: Setting up a bank feed for other financial institutions


If you are still encountering those issues do try to clear your browser's cache and/or try another browser before completing that application process.

 

Do let us know how you get on and if you require further assistance.

Kind regards,
Steven

MYOB Community Support

Online Help| Forum Search| my.MYOB| Download Page

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Contributing User Roger69
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Re: Add a bank feed for Kiwibank is broken

I had to go through sales to get any help on this. They transfered me to the bank feeds specialist team. They had exactly the same issue so as you have found this bank feed process successful you should call the bank feed teamto let them know your solution.

 

Im up to day 4 of this issue. I have spend 5 hours on hold through various methods. I cannot file my gst. Therefore my GST will be late and I will expect a fine from the IRD. MYOB felt this was such a splendid experience they sent me an email yesterday explaining that they are putting up  their prices to cover "the vast improvements and investment in customer support"

 

Given that the software is not fit for purpose in this case, will MYOB pay my GST fees stop billing me untill their software does what it promises to do?

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MYOB Moderator Steven_M
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Steven_M
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Re: Add a bank feed for Kiwibank is broken

Hi @Roger69 

 

If you are struggling to get your bank transactions into MYOB Essentials through bank feeds you are welcome to use the Import Statements function to import a downloaded bank statement. This would import those transactions in as bank transactions so you can allocation or match them (similarly like you would do with bank feeds). Our Help Article: Import bank and credit card statements would be able to assist with that process.

 

However, in saying that I've had the team take a look at your account and they are not seeing anything out of the ordinary that would prevent that situation from occurring. Although, in saying that I have sent you a private message on the Forum on a process so we can arrange for a manual application to be generated.

Kind regards,
Steven

MYOB Community Support

Online Help| Forum Search| my.MYOB| Download Page

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Contributing User Roger69
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Re: Add a bank feed for Kiwibank is broken

That answer is unacceptable. I have been through 8 people at MYOB all who have promised to sort this out. They still havent. Its well over 2 weeks. I now have a $500 fine from the IRD. You could just supply the forms could you?

 

My opinion is that your software does not do what it is sold to do. Does it make my life easier? No I feel like I want to have a brain haemorrhage.

 

Please provide the direct dial number for the person in sales who can tell me the process to convert to xero and refund the fees paid whilst this software has not been fit for use. I just cant be dealing with MYOB failure to actually provide software that is sold as working software. I mean look at this forum you are actually asking paying customer to support your software. Shall we write it too? Whats next on the business plan?

 

To add insult to injury I have received notice from MYOB that they are charging more to cover "support costs" Im done with MYOB, it is not worth the aggrevation.

 

 

MYOB Moderator Steven_M
30,551 Posts
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Steven_M
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Re: Add a bank feed for Kiwibank is broken

Hi @Roger69 

 

As mentioned in my private message, we can look at creating that manual application for you so that those bank feeds can be applied for. From what the team can see we have never received that request to action your enquiry and generate that manual application. If you have sent that request can you indicate when it was sent, what email address it was sent from and the email address you sent the request to this way we can follow up and get that requested actioned for you.


In terms of your direct enquiry, if you would like to arrange the cancellation of your MYOB Essentials Subscription this can be done in accordance with Section 7 of the MYOB Essentials Terms of Use

Kind regards,
Steven

MYOB Community Support

Online Help| Forum Search| my.MYOB| Download Page

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