MYOB Arvostelua 397

Signed up for a "free" 14-day trial, called & cancelled ONE DAY after signing up, they have since charged my credit card & informed me I am unable to be refunded as I needed to provide 10 business days' notice before the next charge date. No such thing as a free trial then. The software itself is also absolute garbage

Took about 3 months to cancel my membership.

The website doesn't have a cancel subscription button like a normal online software would have, the only option is to call - extremely odd for a software that doesn't involve any real people to work.

Currently living overseas I could not call, so sent them a support request and no response whatsoever for 3 months (multiple emails sent by my end).

The only way I could cancel was to speak directly with my bank and block their future transactions. The bank also refunded the months charged since my first cancellation email.

tried to cancel free trial day before due for renewal- never used the software-
told on easter weekend about renewal- closed all of easter- hence day before.

Waited 40 minutes- guys said he couldn't cancel and put me on hold and "accidentally "hung up on me.

Called back - waited the 30 minutes again - was advised it would be cancelled- asked for a case number 0295840 as it seems like this company is incompetent.

Charged next day.
Called back- waited 40 minutes- told that billing will call me in 4 days (monday) Today is monday.

Called back - waited 30 minutes - told that the account still has not been cancelled so can't transfer me to billing- sat on hold 50 mins - gave up and put in an ACCC complaint instead.

I'm done with you dodgy ahles.

Don't bother commenting- go fix it.
To everyone else here go complain to the ACCC

This software wasn't a fit for us and we had some issues dealing with MYOBs customer service - in the end they did fix things in good faith and are making genuine attempts to improve the software.

I wish them luck in doing this as accounting software is very important and MYOB needs to be a strong competitor for Xero.

To cancel you must call, you get put on hold for a looong time before an automated voice claims an agent will contact your number, which they don't. Day 3 of trying to cancel my plan...

Deceptive company culture. Takes a month and half to respond and refuses to cancel subscriptions.
Stay away to avoid being ripped off!!!

I signed up for a free trial which, naturally, required me to enter my credit card number. As I approached the end of the free trial period, I tried to cancel, as the software just wasn't for us. It was then that I found the ONLY way to cancel is to phone them. And, of course, they NEVER answer the phone. You're just stuck on hold forever before they cut you off. There is no way to cancel your subscription, which is a pretty deplorable way of conducting business. Don't start a free trial - just don't.

Long wait time, repeating authentication every time when transferred to a new agent, been on hold for over 30 min 3 times today.

With the software, it is temperamental, just doesn't work out of the blue.

MYOB seems to have gone backwards over the years, I have had the worst experience ever trying to cancel a subscription waiting for over an hour on the phone been assured that it is done and realising two months later that my account is still active and am still being charged every month.🤦🤦, then going over the whole process again for another hour and a half just to cancel. Would not recommend myob to any one!!!

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

I have been on hold for support for an hour and ten minutes and waiting. The support I need is not relevant to this post. Noting the experience for the record is.
Profile: 20+ year customer.

Absolute disgrace.

Note to MYOB: don't bother posting here how sorry you are to hear of my experience. I won't believe you and nor will anyone who reads it.

Some of the most frustrating and incompetent support I’ve dealt with. This is a company responsible for accounting software that Australian businesses rely on — think about that.

A random invoice was generated, and I was told I’d need to call back to have it removed. That shouldn’t be my responsibility. If it’s an internal error, it should be resolved internally without pushing the burden onto the customer.

I was assured it would be sorted, yet here I am again — back on hold trying to fix something that should never have happened in the first place.

Predatory. Charges $9 first year, then $99 and says nothing in reminder about this, nowhere on membership or billing says it. Cancel subscription button says to call - then you're on hold for 30 minutes plus! And they try to talk you out of it.

I recently attempted to cancel a MYOB subscription and found the process unnecessarily difficult. Despite submitting a written cancellation request before the billing date and making multiple attempts to contact support, I was repeatedly directed back to the phone line, which often failed to connect.
When I finally reached an operator, I was informed of a 10‑day cancellation notice period — a requirement that had not been clearly communicated during sign‑up or in any of the automated responses. This resulted in being charged for an additional month, despite notifying MYOB ahead of the billing cycle and demonstrating multiple unsuccessful attempts to comply with their process.
While the representative I eventually spoke with was polite and did process the cancellation, the overall experience highlighted significant issues with accessibility, transparency, and customer support responsiveness. A straightforward cancellation should not require this level of persistence.

Can you please send me a contact number in Australia so I can talk to a human being. Chat on line with an issue is a waste of time. My anxiety levels go through the roof anytime I need to deal with MYOB. I basically set aside half a day.

I’ve unfortunately been left with no option but to leave a review in the hope of getting a response.

I have been trying to update ownership/director details on our MYOB account since January, and three months later I am no closer to resolution than when I first raised the request. This is a basic compliance requirement and should not be this difficult to complete.

I have submitted the required forms and documentation multiple times, often repeating the same process due to a lack of clear communication. Responses regularly take up to two weeks and do not address the actual issue, resulting in an ongoing cycle of delays.

I have also spent over 1.5 hours on the phone with support, only to be told the matter needs to be escalated - for a simply updating details.

I have been dealing with a representative named Maricris, and the level of support provided has been extremely disappointing, with little progress or accountability throughout the process.

At this point, this has gone well beyond a reasonable timeframe for a straightforward request.

Worst Customer Support, takes nearly an hour on phone to identify they don't have the capacity to understand the problem they created and shifts the call from one dept to another.

I've been a loyal user of the myOB accounting application for many years and initially, my experience was very positive. The features were robust, and the customer support team was exceptional, always ready to assist with any queries I had. However, my satisfaction began to decline recently for several reasons.

Over the past few years, I've noticed an alarming trend: the fees associated with the application have escalated significantly. While I understand that inflation and other factors can impact pricing, the rate increases have felt excessive and unjustified. More troubling is the decline in customer support. Where I once received prompt assistance, I now find myself waiting on hold for long periods, often with no resolution in sight.

To make matters worse, they have recently changed their payment processing options, limiting my clients to credit card payments only, with a staggering 5% fee. This is not only inconvenient but also burdensome for my clients, making it harder to manage transactions effectively.

Given these changes, I've decided it's time to seek out another accounting application that aligns better with my needs and offers more reasonable fees and reliable support. Reading through recent reviews, it's clear that my experience is not unique, and I no longer wish to support a business that seems to prioritize profit over customer satisfaction.

Honestly horrible cancellation process, feels borderline illegal to be forced to call, be left in a queue, and then met with an operator actively trying to talk me out of cancelling, then left on hold AGAIN. Do not sign up to MYOB they will make it near impossible to cancel your subscription. TERRIBILE.