Complaint on Lack of Quality Service

[MargT]

I have been on the phone with MYOB for the last 5 hours.  When my call came through and I was in the middle of speaking to a Specialised Payroll consultant the call dropped out. Do you think they would call me back. NO. It is so frustrating after waiting sooo long.

In that 5 hours I did get through to a Consultant after 2.5 hours and he assisted me with one issue (still not fixed though) and was putting me through to someone else to sort out my other issue.  That called dropped out and I had to ring back, hence another 2.5 hours on the phone.

NOT GOOD ENOUGH MYOB.  Appalling service.

[MargT]

First issue, I have set up Salary Sacrifice for an employee and it is not calcualting the tax correctly.  When I finally got through to a Payroll Specialised Consultant they looked at my setup and told me to do a zero pay, wait for Australian Taxation to approve it and then it should be fixed.  No it's not.

Second issue, this has happened before and I didn't realise until after the pay was processed.  After speaking to a MYOB Payroll Specialised Consultant at the time, I did a payroll adjustment pay.  When I now prepare a payroll those transactions are sitting there and if I select them it gives me a payment amount. I'm not confident that it has been done correctly.

[Tracey_H]

Hi @MargT 

I'm sorry to hear you've had this experience with our phone based teams. So that I can assist with your first issue can you please send screenshots of the salary sacrifice payroll category and a pay transaction. Please remove sensitive information from screenshots prior to posting on the public Forum.

For the second issue, can you send me a screenshot of where you are seeing those transactions. What was the pay adjustment for?

Please do let me know so that I can help resolve these for you.

[MargT]

Attached is the screenshot for the second issue.

[MargT]

Incorrect tax calculated - too much

[Tracey_H]

Hi @MargT 

Thanks for those screenshots. For the salary sacrifice tax calculation issue, you've set the salary sacrifice up as a Deduction payroll category. It needs to be set up as a Superannuation payroll category with the Contribution type: Salary sacrifice (deduction) to reduce the PAYG amount.

Set up Salary sacrifice 

The adjustments in the Prepare electronic payment window - it looks like you've reversed the original pay transactions and then reprocessed with different net pay amounts. If that's the case, the reversals should have been selected and then click on Bank file to record the transaction which moves those amounts from the electronic clearing account to the bank account. You would then select the adjustment pays to process the correct payment. 

To advise on how to resolve this now I'll need more information:

• was the original pay amount transferred to the employees or only the second adjustment pay amount
• how were these pays reconciled in the bank account, eg, was a spend money transaction recorded

[MargT]

Thanks Tracey.

On the first point, it is not a Salary Sacrifice to Superannuation.  All my other Salary Sacrficies are set up this way and I don't have any issues.

[Tracey_H]

Hi @MargT 

If it's not salary sacrifice superannuation, open the Deduction payroll category, click on Exempt and check that PAYG Withholding has been been ticked.

Please let me know how you go.

[MargT]

Tracey,

In relation to the following two queries you had....

To advise on how to resolve this now I'll need more information:

• was the original pay amount transferred to the employees or only the second adjustment pay amount - Only the 2nd adjusted amount - MYOB Payroll Errors 010821 shows what occurred - this errors occurred because the tax was incorrectly calculated.  The Salary Sacrifice is set up the same way existing staff were and tax issues are occurring.
• how were these pays reconciled in the bank account, eg, was a spend money transaction recorded - the pays were recorded in one entry as a Electronic payment