There are a number of things that could cause your bill to look higher than usual or higher than you expect. We’ve written a description of the common reasons below. Please check page 3 of your bill careful and read the below descriptions before reaching out to our team. Hopefully this article will answer your question!
IMPORTANT: If you have just received your first bill you will see two plan fees on Page 3. The smaller plan fee is a partial month or pro-rata plan fee. This one-off fee covers the period from the first day your service was activated through to the start of your billing cycle on the first of the month.
1. You may have received a Late Payment Fee.
Your bill is always issued on the 1st day of every month and is due for payment on the 15th of every month. We give a grace period of 6 days from the due date to ensure sufficient time is available to make payment. We understand that it is possible to overlook payment so we provide numerous reminder emails and SMS in the lead up to this date. We always recommend ensuring that your account is set up on automated direct debit to avoid missing a payment. If your account is not set up on direct debit you can do this right now using our Self Care Portal and avoid late fees for ever. If payment is missed a late payment fee of $15 + GST is charged. It is important that we receive timely payments from customers so we can continue to provide a superior service. Late payment fees go towards the cost of collecting any late payments.
2. You may have received a Bounced Direct Debit Fee.
It is important to let us know if your registered credit or debit card or bank account has changed. Financial institutions charge organisations for failed direct debit attempts. This is passed on if your payment fails or is rejected by your bank or financial institution. We send reminder emails and SMSs if our system detects that your card expiry date has passed. Please navigate to our Self Care Portal at any time to update these details ahead of the due date as specified on your invoice.
3. You may have received a Non-Direct Debit Charge.
We try and offer as many payment options as we can to make paying your bill as convenient as possible. However, organisations such as BPay and Australia Post charge organisations to receive payments using their facility. Whilst we are committed to keeping our plan fees as competitively priced as we can, for those that wish to pay their bill using a non-direct debit method there is a minimal charge for this convenience. We always recommend using direct debit from a bank account to settle your bill automatically every month. Update your payment details right here using our Self Care Portal.