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FairyTale
Level 1: Cadet

Question regarding credit on my bill

Answered

Hello,

 

So I received a bill credit of 180 dollars, but it is not reflected on my Telstra online account. The CS kindly told me that I can pay my current bill of $300 minus the $180 credit (so total of $120), because the applied credit is already there in their system. Is this correct? Because when I tried to make a payment on the website, the website still tries to charge me the full amount of $300. I don't want to pay the $120 and got a notice later on saying I'm owing Telstra money from my unpaid balance. Will it be safe for me to only pay the amount of $120?

 

Thank you Smiley Happy

1 ACCEPTED SOLUTION

Accepted Solutions
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Question regarding credit on my bill

They have two different types of credits, depending on what it is for and how they have to apply it.

The first reflects straight away, and is where possible usually the prefered type of credit as it is clear both for business and customer purposes, however it is limited to 'simple' credits, for other credits they have another way of processing them, with this one, it will NOT reflect on My Account / 24/7 App until the next bill is issued.

So if they have told you to underpay the bill and only pay the $120 then that is what is best to do.

Usually with this type of credit you will get an email confirmation of the credit after about 24-48 hours, however again it will not reflect in your customer view until the next bill is issued.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

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2 REPLIES 2
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Question regarding credit on my bill

They have two different types of credits, depending on what it is for and how they have to apply it.

The first reflects straight away, and is where possible usually the prefered type of credit as it is clear both for business and customer purposes, however it is limited to 'simple' credits, for other credits they have another way of processing them, with this one, it will NOT reflect on My Account / 24/7 App until the next bill is issued.

So if they have told you to underpay the bill and only pay the $120 then that is what is best to do.

Usually with this type of credit you will get an email confirmation of the credit after about 24-48 hours, however again it will not reflect in your customer view until the next bill is issued.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

FairyTale
Level 1: Cadet

Re: Question regarding credit on my bill

Thanks for your reply! The credit just applied on My Account, so it must be the 'simple' type. Smiley Happy

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