Incorrect Billing Resolutions?
Last month, MYOB incorrectly invoiced me for our AccountRight subscription and charged double our normal subscription cost.
I spoke with them over the phone after 30mins on hold and the agent confirmed that the billing was incorrect, but that they couldn't fix the problem - it needed to be fixed by the accounts department. She advised accounts would fix it promptly and email me once it was resolved.
Approx. 2 weeks later, there was no email, no refund and no apparent resolution. My enquiry was still sitting open in the support requests, so I spoke to an agent via the chat function this time - rather than waiting on hold for ages.
The agent once again confirmed that an error appeared to have happened with the billing, but that... (you guessed it) they couldn't resolve it and that it needed to be handled by accounts. However, it was listed as a TOP PRIORITY and accounts would resolve it within the week. I advised that a resolution within a week wasn't acceptable, as money has been incorrectly direct debited from me and was already promised to be resolved previously. They simply advised there is nothing they could do, but assured me it was a top priority.
Fast forward more than a week and.... still no resolution! No email, no return of funds, no further contact. Now i've recieved my bill for the next month and this has the double charge showing on it too! So not only have the funds not been returned, but they haven't fixed the problem and are about to direct debit double the correct amount from me again!!!
How do I stop this ridiculous process? MYOB needs to be accountable for this type of terrible service. If they can incorrectly direct debit twice the subscription fee from me, surely they have a LEGAL requirement to return it to me within a certain (small) period of being aware of the issue?
Has anyone else experienced this and know how I can actually resolve it? I'm thinking I actually need to get onto the ACCC or similar to intervene?
Feels like being held at gunpoint, as I can't remove my billing details from the account - as my subscription will stop and I can't run my business!!
