What are the Common Billing Questions?

Got Your Bill and Something Looks Off?

No worries, we’re here to help! Below are answers to the most common billing questions, fees and charges. 


Why am I charged a Late Payment Fee?
If your payment wasn’t received by the due date, a late payment fee may have been applied. Even if you're on direct debit, this fee can still appear if your payment attempt was unsuccessful and arrived late.

💡 Tip: Set up direct debit to avoid late fees altogether. It’s quick and easy via the Self Care Portal.


What is the Non Direct Debit Fee?
If your account isn’t set up on direct debit, a small non-direct debit fee applies, as outlined in our terms and conditions. You can skip this fee by switching to direct debit using your credit/debit card or bank account.

💡 Tip: You can update your payment method anytime in the Self Care Portal. 

What is a Bounced Direct Debit Fee?
If your direct debit fails (e.g. insufficient funds or expired card), a bounced fee may be charged. This is a pass-through cost from your bank.

💡 Tip: Make sure your payment details are up to date and funds are available before your due date, you could even pop a monthly reminder in your calendar to double-check - easy peasy!


Need More Help?

If you’ve checked the above and still have questions, our Billing team is ready to help, click here to get started.