One year ago, I signed up for a trial of MYOB Solo, but it didn’t suit my business. I missed the cancellation deadline and was charged the annual fee. I initially requested a refund, which was declined, and I accepted this outcome and proceeded to cancel my account via their call centre, as required.
It’s worth noting that cancelling MYOB is unnecessarily difficult. You cannot cancel your account yourself; you must call their call centre. I completed this process and moved on, assuming the matter was resolved.
This year, on the day my subscription was due to renew, I received notice that I would be charged again within seven days. This came as a complete surprise, as I had already cancelled. It appears that cancellation was never processed, and my account remained active.
When I contacted MYOB, I was told there was no record of my previous cancellation. Regardless, I know I cancelled. I am now being charged $99, and my objection was dismissed with a reference to their terms and conditions requiring cancellation at least ten days prior to renewal.
What is particularly frustrating is the lack of any renewal reminder. No email was sent ahead of the charge, despite the significant increase from the initial trial fee. A simple notification would have prevented this situation entirely.
Instead, there has been no attempt to resolve what appears to be a failure in their own process. My account has now been cancelled after the renewal date, yet I am still expected to pay for a full year of a service I do not use.
A more reasonable and customer-focused approach would have resolved this quickly. DO NOT USE MYOB
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