Subscription cancelled, re-activated and charged TWICE. Abysmal service and support.

[Joel109]

MYOB cancelled 6 subscriptions without warning on Wednesday. All payments were up to date.

After wasting an hour getting this resolved yesterday, today I see that they have invoiced and charged for November again!

Called back again and after an hour and 38 minutes of waiting on hold I've been told I need to provide a bank statement to receive a refund - for a credit card payment. I shouldn't need to explain that a credit card is not a bank account and funds can't be transferred the same way. How can you charge a card and not be able to reverse it? 

Was told someone will call me back. Based on other user's experience in this forum I have zero confidence this will happen promptly. 

Additionally I requested the subscription email be changed months ago over the phone and this hasn't been fixed.

Can a moderator please step in to have this resolved urgently. Thank you.

[SamaraM]

Hi @Joel109 

Sorry to hear that you have had that experience with contacting our phone-based team.

I can have a look into these for you, could send a Private Message with the following details:

• Last 4 digits of your Serial Number or Client ID
• Name of the Primary Account Contact 
• Your previous and new Email Addresses

*Update: refund raised, email address successfully updated

If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

[Joel109]

Update:

I have corresponded with MYOB Moderator via Private Message and have received a credit note (9/11/22) and have yet to see any refund. No return call from MYOB has been made regarding this issue.

I have been informed that the update of the subscription email has now been changed as requested but only my.myob access appears to have changed and all correspondence continues to be sent to the old email.

The lack of support and service for an increasingly expensive product (AccountRight Plus) is very frustrating and disappointing.

[SamaraM · Accepted solution]

Hi @Joel109 

I have checked with the relevant team who said that the credit should hit your bank account on Thursday (but depending on your bank it may take an extra 1-2 days to clear). 

I have also checked and can confirm I have updated your email address to the new address you sent over Private Message.

When you mentioned correspondence continues to be sent to the old email, were these invoices from MYOB or another area like Community Forum notifications?

If it's the forum that also needs to be changed you, to do that:

1. Click here to open: my.myob.com 

2. Select country, then click sign in if prompted

3. Click on My Account

5. then under your email click on Click here to change your email

6. Enter your password and follow the prompts to enter your new email address

Let me know how you go and if you need further help.

[Joel109]

Thanks Samara,

The refund has now been received and I've sent through a Private Message regarding the email address issues.

PSA for other community users: if you need something resolved, make a post on these forums and don't waste your time with MYOB phone support.