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HIPC40's avatar
HIPC40
User
10 months ago

subscription double charge to my account

In January 2023 we upgraded our MYOB system from AccountRight Basic to MYOB AccountRight Plus. On June i just realised that MYOB charged me double with different Serial Number but under same name account. I called MYOB to solve this issue on June (6 months double charges) and the officer promise to solve the issue by cancel one of the Serial number and give me 3 months credit notes, however when I check my bank statement MYOB still charge me double on August and no credit notes that i am expecting– it is totally different to what I have been advised back to June 2023. Ia

 

I dont understand why there are 2 Serial number with One name and I am really dispointed with happened with me. However, I need to resolve this  and request request this matter to be resolved asap.

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  • AlanT's avatar
    AlanT
    Partner
    10 months ago

    Oh, you are lucky.  I have a similar situation for one of my clients and they have now been TRIPLE charged.

     

    Try explaining that to their billing team.

     

    AlanT

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    9 months ago

    Hi HIPC40, 

     

    Thanks for reaching out and welcome to the Community Forum. 

     

    Apologies for the delayed response. I understand issues with billing and double charging should be handled as quickly as possible. Sorry to hear about your experience. Generally, if any MYOB support offers help canceling a subscription, they should give you a case number to keep track of it. For me to check on this further, please send me a private message containing the following.

    • Serial numbers of the two subscriptions
    • Full name and email address
    • Company name
    • Company File ID (Help > About MYOB AccountRight)
    • Case number for cancellation (if there are any).

    We look forward to your response. Any additional information regarding the issue would be much appreciated. 

     

    Cheers, 

    Genreve

    • Genreve_S's avatar
      Genreve_S
      MYOB Moderator
      9 months ago

      Hi HIPC40, 

       

      I have sent you a private message. If your issue with your subscription and promised refund is still not actioned. We'll provide further help. 

       

      Cheers, 

      Genreve