Superannuation issue resolution
21 Feb 2022
Last week, MYOB became aware of an error impacting our Pay Super customers, resulting in the duplication of some superannuation payments. Refunds for all duplicate payments have now been processed.
MYOB recently transitioned provision of superannuation payment processing across to SuperChoice, but an error meant some customers were debited twice for their most recent superannuation payment.
In making the transition to SuperChoice, Pay Super customers were provided with a terms and conditions update request. In investigating this error, it was identified that some customers' details were provided before they had time to review and approve the new terms.
As soon as the error was discovered, MYOB ceased sending funds to SuperChoice, which meant some customers whose payments had not been duplicated then needed to be refunded and asked to resubmit their payments.
“We have let our customers know that duplicate payment refunds have been processed, as have the reversal of superannuation contributions where required,” said Emma Fawcett, General Manager SME.
Depending on the bank the customer uses, MYOB advises the reversed funds may take a few days to appear in their account.
“We sincerely apologise for this error. We know disruptions like these can cause significant impacts to our customers and we thank them for their patience as we’ve worked to resolve this issue.”
For customers seeking more information, a dedicated support team is available at firstname.lastname@example.org.
This post was last updated 25 February, 2022.
For further comment or other information please contact:
Collette Betts, AU Corporate Affairs Manager, MYOB