Help & FAQs

What are the Common Billing Questions?

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Got your bill and not sure about the charges?

Let us try to answer the Most Common Billing Queries, fees and charges.

 

Common Billing Questions Explanation
My Bill is higher than Expected If this is your first month of billing with us, your bill may include charges for more than one calendar month. This is known as Pro-Rata. If you have joined us mid-month we would not have been able to send you a bill for the part month. As such this is included on your first invoice from us. Please check the dates that we have billed you carefully as this will likely explain why the bill is higher than you expect.
Why am I charged a Late Fee? Our invoices are due on the 15th of every month. If you were unable to make payment by this date, a late payment fee may have been charged. If you are on Direct debit yet you are still charged this amount, it is possible that your payment on the 15th was unsuccessful and the payment was received after the due date.
What is the Non Direct Debit Fee As per our terms and conditions if your account is not set up on direct debit a non-direct debit charge will apply. To avoid this fee moving forward, you may enroll your Credit/Debit Card or your bank account to Direct Debit on our Self Care Portal.
Bounced Direct Debit Fee As per our terms and conditions if your direct debit fails or bounces a Bounced Direct Debit Fee will be charged. This is a pass though of charges that we receive from the bank. To avoid this fee, make sure you have sufficient funds on your account before the due date (15th of the month).
Credit Card Surcharge As per our terms and conditions if you pay your account using a credit or debit card a surcharge will apply. This is a passthrough charge of the costs we are charged by VISA/Mastercard or American Express. You can settle your account for free using a bank account direct debit. You can change your payment method right here in the Self Care Portal.
Double Charge If this is your first month of billing with us, your bill may include charges for more than one calendar month. This is known as Pro-Rata. If you have joined us mid-month we would not have been able to send you a bill for the part month. As such this is included on your first invoice from us. Please check the dates that we have billed you carefully as this will likely explain why the bill is higher than you expect

If the above did not answer your questions, feel free to contact our Billing team and we'll be more than happy to help.

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