We get it — sometimes bills sneak up on you. Here’s what happens if you fall behind and how we can help you stay connected.
Want to avoid late payment drama?
If you think you might miss a payment, let’s sort it out early. You’ve got options:
- Request a payment extension for up to 15 days in the self-care portal or phone system
- Make a manual payment if there’s a balance due
- Get in touch with our support team to chat about a payment plan
What happens if I miss a payment?
Here’s how it works:
- If your direct debit or card payment doesn’t go through, we’ll let you know by SMS and email
- Our system will automatically retry the payment 3 days later
- If that fails again, we’ll try once more — 3 days after that
⚠️ Heads up: A fee applies for each declined direct debit transaction – $0.70 for card payments and $1.00 for bank account payments.
Still having trouble paying?
If you’re doing it tough, we’ve got support in place:
What happens if payment still isn’t sorted?
We don’t like doing it, but if your account remains overdue and we can’t reach you, we may need to:
- Apply a $22.00 late fee if services are restricted
- Temporarily suspend your service (don’t worry — emergency calls to 000 will still work)
- Keep billing while your service is suspended
- As a last resort, refer your account to collections or terminate your service
Important to know
- Service termination could result in the loss of your mobile number or internet service
- We’ll continue charging your monthly plan while your account is suspended
- You’ll need to pay any overdue balance to remove restrictions
Remember, we’re mates. If you’re worried about a missed payment, reach out early and let’s figure it out together.
