Billing or debt
Your phone and internet bill should reflect what you agreed to pay. If it doesn't make sense, or you're being charged more than you expected, it can cause real stress.
What we can help with
Select your situation for specific advice and steps.
- Learn more about Cancellation fees
Cancellation fees
You cancelled your phone or internet service, but your provider charged a cancellation fee.
- Learn more about Charges for services not delivered
Charges for services not delivered
Your provider charged you for a service they delayed, interrupted, or that did not work.
- Learn more about Credit defaults
Credit defaults
You cancelled your phone or internet service, but your provider charged a cancellation fee.
- Learn more about Debt collection dispute
Debt collection dispute
Your provider sent a disputed debt to a collector or kept asking you to pay it while you disputed it.
- Learn more about Overcharging
Overcharging
Your provider charged more than you agreed, or a discount is missing.
- Learn more about Unclear bills
Unclear bills
The provider charged you more than you agreed to or charged you for something you don’t recognise.
Ready to make a complaint?
10-20 minutes
What we can't do
Lower or freeze your provider's prices
We can’t set or control your provider's prices. We look at if you were charged what you agreed to.
Change how your provider sends bills
We can look at whether charges were correct, not how your provider formats or delivers them.
Guarantee an outcome
We cannot guarantee specific outcomes because the circumstances of each complaint are different.
Tips for working with your provider
Try saying or asking
- Please explain these charges in simple terms and show where they are listed on my bill.
- I've cancelled my service, can you please stop charging me and refund any charges after my cancellation date?
- My service didn’t work or was delayed. Can I have a refund for the time it didn’t work?
- This bill is more than I can pay. Can we set up a payment plan?
- Can you break down how this total amount was calculated?
- Have my discounts or credits been applied to this bill?
- Can you explain why my bill is higher than usual?
- How to ask for payment flexibility
- How to stop direct debits and reverse charges
- How to prevent and act on credit management issues
Not making progress? Get us involved
10-20 minutes
How we’ve helped others
Read more about Zed signs up with TellAll, pays by direct debit, but doesn’t get a bill- Billing or debt
Zed signs up with TellAll, pays by direct debit, but doesn’t get a bill
Customer paid for an NBN service by direct debit but didn’t receive monthly bills. We worked with the provider to fix its billing system and improve how customers receive bills.
Read more about Megaphone said Ailin must pay the full cost of her phone after cancelling- Billing or debt
Megaphone said Ailin must pay the full cost of her phone after cancelling
A student cancelled her mobile service after poor coverage but was told to pay the full cost of her phone. We found the provider couldn’t deliver the promised service and required a fair resolution.
Read more about Payment details were accidentally deleted from Paul's account- Billing or debt
Payment details were accidentally deleted from Paul's account
A customer’s service was suspended after a billing misunderstanding. We helped resolve the issue by restoring account details and securing a discount on future bills.
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Read more about Lucas could not afford the cost of a satellite service- Billing or debt
- Customer service and sales
Lucas could not afford the cost of a satellite service
Lucas could not afford the cost of a satellite service which was his only option to get connected to the internet.
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Read more about Zed signs up with TellAll, pays by direct debit, but doesn’t get a bill
- Billing or debt
Zed signs up with TellAll, pays by direct debit, but doesn’t get a bill
Customer paid for an NBN service by direct debit but didn’t receive monthly bills. We worked with the provider to fix its billing system and improve how customers receive bills.
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Read more about Megaphone said Ailin must pay the full cost of her phone after cancelling
- Billing or debt
Megaphone said Ailin must pay the full cost of her phone after cancelling
A student cancelled her mobile service after poor coverage but was told to pay the full cost of her phone. We found the provider couldn’t deliver the promised service and required a fair resolution.
-
Read more about Payment details were accidentally deleted from Paul's account
- Billing or debt
Payment details were accidentally deleted from Paul's account
A customer’s service was suspended after a billing misunderstanding. We helped resolve the issue by restoring account details and securing a discount on future bills.