Frustrating Cancellation Issues

[KathrynBMF]

Hello,

We have been trying to cancel our MYOB subscription for 2 months now and we are very frustrated with your level of service. 

We are in Western Australia and we understand you only are open during eastern states business hours which is extremely difficult for us to manage with a business that runs from 0500hrs WST to 1700hrs WST. 

On the three times we have managed to get through to your team (please note - on hold times have averaged over 30 minutes) we have spoken to different consultants who have each confirmed on separate occasions that they will send us a cancellation email and we have never received one and we continue to be charged for your product that we have completely ceased using. 

On a fourth occasion a consultant spent half an hour taking all our details down, then told us he would transfer us to the cancellation team, the line then clicked over and told us we were out of business hours and we needed to call back later. Another hour on the phone for nothing. 

This is a complete waste of time, we are a small business that can not afford to spend hours on hold or on the phone to do something as simple as cancel our subscription. 

Your business offers no alternative way that we can find or that we have been made aware of to cancel our service. Please cancel our subscription immediately and issue us with a refund for the last 2 months we have wasted trying to confirm our cancellation. 

I have exhausted all avenues of complaint I can find - this is our last resort before escalating the issue to external parties. 

Please contact me directly today and I will provide all of our business details to enable us to confirm our cancellation. 

Kathryn 

[Haydes]

Hi @KathrynBMF

I do apologise for the troubles you're facing reaching the cancellation team, I can be sure to pass your details onto them so that they can contact you and organise this.

So that I can send this through to them, could you please send me a Private Message with:

• Your MYOB Serial Number
  • If AccountRight: this can be found under: Setup > Company Information
  • If Essentials: this can be found under the business name drop-down in the top right
• The Business name
• The business owners name
• Your best contact details
• The last Invoice# you received from MYOB

Using this, I can make sure that you pass an ID check and have the team contact you on the contact details you send me.

You can send me a Private Message by clicking this link: Send me a PM

[KathrynBMF]

Hi Hayden, I have sent you a private message with the requested information. Please let me know when the cancellation is finalised and when the refund will be processed. Kathryn 

[KathrynBMF]

Hi Hayden, We have received the cancellation email however it states that it is a 10 day lead time on the cancellation and there is no mention of the refund. Can you please advise? Kathryn 

[KathrynBMF]

Hi Hayden, 

We received another invoice on Saturday. I have sent you a private message with the invoice number. The cancellation must not be active in your system if we are still being charged. Can you please investigate and advise?

Kathryn 

[Haydes]

Hi @KathrynBMF

I've been able to look into this one and have responded to your Private Message to me.

You can check your Private Messages by clicking link: Private Message Inbox

[KathrynBMF]

Thanks for sorting out the refund for our latest invoice Hayden. I will wait to hear from you on the progress of the cancellation. Kathryn