25th February, 2022
Some MYOB customers recently experienced an issue in which superannuation payments were duplicated. Refunded payments have now been processed.
Last week, an error impacting our Pay Super customers resulted in the duplication of some superannuation payments.
In making the transition to SuperChoice, Pay Super customers were provided with a terms and conditions update request. In investigating this error, we identified some customers whose details were provided before they had time to review and approve the new terms.
As soon as the error was discovered, we ceased sending funds to SuperChoice, which meant some customers whose payments had not been duplicated needed to be refunded their contributions payment and asked to resubmit.
We can confirm refunds for the duplicate superannuation payments were processed yesterday (24 February), to the bank account the payment was originally debited from. Depending on the bank, these funds may take a few days to appear in the customer’s account.
All superannuation payments have resumed as of today.
We deeply and sincerely apologise for the disruption caused to our customers. A dedicated team has been established to support impacted customers and can be contacted directly at firstname.lastname@example.org.
We are kindly requesting our customers make sure they have signed the new terms and conditions for the transition over to SuperChoice to ensure they can continue using this service.
Customers can find and accept these terms in Superannuation Payments within the MYOB Payroll menu. Alternatively, customers are free to make other arrangements to meet their superannuation compliance obligations.
This article was most recently updated as of 25 February, 2022.