What's happening? We are currently experiencing delays processing direct debit payments for bills due on the 7th of March 2017. We expect these payments to be processed by the 8th of March by 5pm. What should I do? Your direct debit should go through later today, however if you've made a manual payment for any outstanding amount, then you may have paid your bill twice. If this is the case, you can leave that extra payment on your account to go towards your next bill or get in touch with us and we can organise a refund for you.
This article provides information on payment extensions, late fees, our payment collections process and explains what a default is. Payment Extensions Your monthly bills must be paid by the due date stated on the invoice. If you're unable to make payment and a bill becomes overdue, you can request a payment extension of 14 days in My Account: Log in to My Account Click on the Bills & Payments tab Select Payment Extension Click Extend Payment If you are experiencing financial hardship or encounter any issues requesting an extension in My Account we recommend contacting us and we'll do our best to assist. Late Fees You will incur a late fee if your bill is not paid by the due date. We recommend setting up direct debit to ensure bills are paid on time. Collections Process Your account will follow our collections process if your bill is not paid by the due date. This may include being charged a late fee, your service being suspended or even cancelled. If your debt remains unpaid it will be referred to a Debt Collection Agency (DCA) and ultimately a payment default will be lodged on your credit file. We encourage customers having difficulty paying their bill to contact us to make alternate arrangements. Defaults & Debt Collection A default is a mark against your credit file stating you failed to pay a debt. This will remain on your credit file for five years. Virgin Mobile may also refer your debt to a Debt Collection Agency which can attract further fees. More Information Consider setting up direct debit to ensure bills are paid on time Contact us if you are having difficulties making payment Ensure your contact information is up to date
A copy of your bill can be obtained by simply logging into My Account or by contacting us. Bills on My Account You will be able to find up to 25 months of your most recent invoices in My Account, from here you can save and print copies of your bills. Login to My Account Select 'Bills & Payments' Click on the Bill Number you wish to view, save or print The bill will display and from here you will be able to save or print it Request a bill reprint If you would like a copy of a bill older than 25 months, you can contact us to have copies of your bills sent to you. Please note, your request may take up to 8 business days to fulfil and charges may apply.
A credit limit places a ceiling on the total amount you can spend and are designed to help you manage and avoid extra charges on your account. Your credit limit is the maximum outstanding ‘real money’ charge you are allowed to accrue at any given time, and it is based on your plan’s minimum monthly spend amount. 'Real money' charges include; Your minimum monthly plan spend Excluded usage - PSMS, International Roaming Extra usage – data & calls used outside of your Included Value Any unpaid bills will also contribute towards you reaching your credit limit How your credit limit is determined When you activate, do a rate plan change or upgrade, your credit limit will automatically update to the amount that is associated with the band your plan fits into. Use the table below to confirm the credit limit for your plan. For multiple services, add the credit limits of your plans together to calculate your total credit limit. Examples: If you are on a $30 plan your credit limit will be $250 If you had two services, a $30 plan and a $60 plan, your credit limit will be $650 ($250 + $400) Band Monthly plan spend Assigned Credit limit A $0.00 to $20 $200 B $20.01 to $30 $250 C $30.01 to $40 $300 D $40.01 to $50 $350 E $50.01 to $400 $400 Credit Limit Notifications VMA will send you an SMS notification when you reach 80% and 100% of your total credit limit. You can find your credit limit and how you're tracking against it in My Account, to the right of the dashboard. Exceeding your credit limit We try to update usage information at least every 3 to 4 hours, but delays in processing usage can take up to 48 hours. This means you may continue to accrue charges for usage over and above your respective credit limit. If you exceed your credit limit, your service is temporarily suspended to only allow incoming calls and texts, but before you reach that point we'll let you know via a text messages that you’re approaching your limit, and again if you reach your limit. At that point you should make a payment, which you can do online or by calling us on 1300 555 100. Credit Limits when Roaming Please note that roaming charges are on top of the minimum monthly spend and can take up to 3 months to appear on bills. Roaming charges are not billed in real time, which means you can’t rely on your Credit Limit kicking in and suspending your account to prevent extra usage. More Information Check out our YouTube video on Credit Limits to find out more.
Identity Theft is when you believe a Virgin Mobile Service has been connected in your name without your knowledge or authority. Virgin Mobile takes identity theft very seriously and we share your concern that your information may have been used fraudulently to connect a service with us. We have processes in place to ensure all reports of identity theft are fully investigated. Investigating Identity Theft To enable Virgin Mobile to investigate your matter, we will need you to provide the following information; A police report Proof of your identity - A clear legible copy of photo identification showing your signature. A Statutory Declaration To securely upload your documents, click here and select Security Check When uploading your documents, please ensure they have been saved as a GIF; JPEG or PDF file that does not exceed 5MB. The information provided must be valid and clearly visible. Remember, if you can’t read them, neither can we. Or you can send your documents by post to: Locked Bag 17 Royal Exchange NSW 1225 We’ll do our best to sort out the problem as quickly as possible. You will be notified by mail upon conclusion of the investigation. All outstanding money or defaults associated with the disputed account will remain the responsibility of the legally contracted person until the investiagation is complete, and the information provided to Virgin Mobile is deemed to be false. Police Report As Identity Theft is a crime, it is a requirement that you report this unauthorised use of your identity to the police. The police report must include the following; Police report/event number Police officer who took the report Police station where the incident was reported Date report was made Statutory Declaration It is important that the Statutory Declaration contains as much detail as possible, including: Your personal details; Full Name, DOB, residential address, occupation, employer and your daytime contact phone number/s. Full explanation of what (including account/reference number) you are disputing and the reason you are disputing ownership of this account. Confirmation as to whether you currently or previously have held a Virgin Mobile service – and the relevant service or account details. Confirmation as to whether or not any other person is/was authorised to act on your behalf. Confirmation as to whether or not your identification has been lost or stolen and, if so, when and where the loss occurred. Whether, to your knowledge, any other unauthorised activities have occurred in your name with any other credit providers. If so, please provide details such as name of the organisation and when the activities occurred. Any other relevant information that may assist Virgin Mobile to investigate and resolve this dispute. If applicable, please also attach a copy of any correspondence you may have received in relation to the disputed Virgin Mobile account. You have signed each page of your Statutory Declaration and your signature has been witnessed by an authorised person, as noted under Part 1 or 2 of the Statutory Declaration Click on your state below for links to Statutory Declarations for the state you live in. You can also obtain one through your local Post Office or Newsagent. NSW QLD VIC ACT NT SA WA TAS More Information For your peace of mind and to find out if your identity has been used at other organisations, Virgin Mobile recommends you obtain a copy of your credit file. To access your information you will need to contact the credit reporting agencies directly. Their details are set out below: Dun & Bradstreet Veda Advantage Website www.dnb.com.au www.mycreditfile.com.au Phone 13 23 33 (Mon-Fri 8:00am – 7:00pm) 1300 762 207 Post Public Access Centre PO Box 7405 St Kilda Rd VIC 3004 Veda Advantage P.O. Box 964 NORTH SYDNEY NSW 2060 Fax 02 9951 7880 For information on how to protect yourself from the ever growing amount of frauds and scams out there, check out SCAMwatch http://www.scamwatch.gov.au. SCAMwatch is a website run by the Australian Competition and Consumer Commission (ACCC). SCAMwatch provides information to consumers and small businesses about how to recognise, avoid and report scams.
Our Postpaid plans have heaps of awesome value, but there are certain types of usage that aren't included in your plan which you should be aware of, these include: Extra Usage If you exceed the included data or calls and text of your plan you'll incur extra charges. So you may want to consider adding a data pack or upgrading to a new plan if you find you're current plan isn't working for you. Special numbers Numbers that start with 11, 12, 13, 18 will generally have different rates to normal calls and may not be included in your plan. Visit our special numbers page for more info. Roaming Charges Roaming charges are not included in your plan. Have a look at our roaming page to find rates for the country you're visiting. Make sure to check out our Roaming Data Packs too. Premium Services Premium SMS, Premium MMS and Premium Voice Services are messages, photos or calls that are provided by third parties and usually originate from numbers beginning with ‘19’. Premium Services can vary so be sure you check the fine print when making a call or sending a text or photo to one of these numbers. The rate should be advertised together with the number. Check out our article on Premium Services to learn more. Register or log in to leave a comment.
This article contains the steps needed to check your account balance, or billed charges via My Account or the My Account Mobile App. My Account Log in to My Account Your account balance is displayed on the top right of the screen Select the ‘Bills & Payments’ tab for more detail and the due date My Account Mobile App Our My Account Mobile App is available for iPhone and Android users. Click here to find out how to download it. Access your App via the icon on your device Go to the ‘Summary’ tab Tap ‘Your next bill has arrived’ Your balance will be displayed
Direct Debit is a payment method that automatically pays your bill on the due date each month from a nominated bank account or credit card. Important info regarding Direct Debit You'll need to manually pay any current balances before Direct Debit takes over Direct Debit may take up to 48 hours to become active A $1 pre-authorisation will appear temporarily if using a credit or debit card Credit and debit cards incur a 0.385% payment surcharge Setting, updating or cancelling Direct Debit You can easily update your direct debit information via My Account with the below steps: Log into My Account Select Bills and Payments from the toolbar Scroll down the page and select Direct Debit Select either Bank Account or Credit Card tab and fill out required information. If updating existing details, select Update Direct Debit and fill out required details. To cancel simply click on Remove Direct Debit. Feel free to get in touch if you need a hand getting Direct Debit set up.
A Data Pack offers more data on top of the allowance already included in your existing plan. Data Packs can be added, changed or removed at any time. Adding a Data Pack Only one Data Pack can be added per service at any one time. Any extra data incurred prior to your Data Pack being added will not be covered. This also applies when upgrading your service. Check out our range of Data Packs to find the right one for you. My Account Log into My Account Click on the 'Data Pack' tab on the Dashboard Click 'Add a Data Pack' Select your Data Pack, then click Submit My Account Mobile App Download the My Account Mobile App (if required) Select the ‘data’ tab Tap ‘Need more data?’ Choose which Data Pack you want to add Read and accept the fine print Tap Get Data Pack You cannot use your included plan value to purchase a data plan; the charge for your data plan will be applied to your next bill. The charge will be on top of your standard monthly fee and appear as 'My Packs' on your bill. Change or Remove a Data Pack Data Pack changes or removal will take affect at the end of your bill cycle. The only exception to this is when the change is from lower to a higher data plan, where the update occurs immediately. Please note: If you're on a plan with Data Rollover, once a data pack has been cancelled any unused data pack credit will not roll over to the next month. My Account Log into My Account Click the 'Data Pack' tab Click 'Manage' Select the new Data Pack you wish to change to, or click 'Remove' if you no longer want a Data Pack attached to your service. Click 'Submit' My Account Mobile App Download the My Account Mobile App (if required) Select the ‘data’ tab Tap ‘Manage Data Pack' Tap 'Remove' next to current Data Pack Tap 'Remove' again to confirm request Monitoring Data Usage You can check your usage via My Account or by downloading the My Account App. Check out Tips for Smart Data Usage to so you can avoid exceeding your data allowance. Heading overseas? We've got a range of great roaming data packs for use while overseas, check out more info on International Roaming.
Online Billing is an environmentally friendly service that allows you to conveniently access your bill online rather than waiting for a paper one to arrive via snail mail. Each month you will receive an email or SMS notification to let you know that your bill is ready for you to view via My Account. Viewing an online bill To access your online bill you'll need to: Login to My Account Click 'Bills & Payments' in the toolbar Select the bill you want to view Setting up online billing You can set Online Billing up for your Postpaid account online or over the phone. To set up online: Login to My Account Click on the Bills & Payments tab Select 'How I get my bill' Choose your billing or notification method and update Paying online bills Go to how do I pay my bill to view payment options and guides. Having trouble viewing your bill? Your bill may take a few days to be ready. If you can't download or view your bill straight away, check back in a couple of days. You'll also need a compatible PDF reader, such as Adobe Acrobat Reader, to view your bill. Can't log in to My Account to view your bill? Try out these troubleshooting steps.
We offer 2 billing method options, online and paper. Read on to find out how to update your billing details. Online Billing Save a tree! Each month we'll alert you by SMS or email (your choice) that your latest invoice is ready for you to check out in My Account. Paper Billing If you'd prefer to us to mail your invoice out to you, you may opt-in for paper billing at a charge of $2.20 per invoice. Update your billing method and details You can easily update your billing method via My Account: Login to My Account Click on the Bills & Payments tab Select 'How I get my bill' Choose your billing or notification method To update your residential or billing address, follow these steps: Login to My Account Click on 'Change my details' in the Quick Links section Select 'My Contact Details'
You can check your unbilled usage by logging into My Account or via the My Account App. If you have multiple services under your account, you can manage these by clicking on the dropdown menu in the top right of your My Account and selecting the required number. Checking usage via My Account Log in to My Account Your unbilled usage will be displayed in the usage panel on the Dashboard Checking usage via the My Account App Download and install the My Account App from iTunes or the Play Store Log in to the App using your mobile number and 6 digit pin Your usage will be displayed under the Summary tab This is great way to check your usage on the go.
Tax invoices are available for your Prepaid service when you spend $82.50 or more in one transaction (i.e. a single call); any amount lower than this will not be eligible for a tax invoice. This is because when you purchase a top up or voucher, GST is not charged. GST Legislation A voucher is not a taxable item if when redeemed, the holder of the voucher receives supplies up to the same value of the voucher. GST legislation treats recharge vouchers or top ups in a similar way to gift store vouchers, which is that GST is not payable when the voucher is purchased, but is accounted for when the voucher is used to purchase goods. GST is payable by Virgin Mobile at the time any Prepaid credit is used, so the price of Prepaid calls will include GST. Requesting a Prepaid Tax Invoice If you’ve spent more than $82.50 on a single call, text or data session, we can arrange a tax invoice for you. Contact us and we can organise this. Things to consider Virgin Mobile does not provide tax advice but we do suggest you keep your purchase receipts and vouchers. Chat to your accountant or the Australian Tax Office for more info on GST legislation.
If your Postpaid mobile or Broadband account is in credit due to overpayment, you may need us to process a refund for you. Refund method and timeframes Credit card payments - 2 - 5 working days BPAY: up to 1 week Cheque: up to 2 weeks Things to consider If you have paid via credit card, we can only process a refund back to the same card If your credit card has expired or been cancelled, a cheque will be sent Goodwill credits, adjustments or promotional credits are not eligible for a refund BPAY payments can be reversed back to the bank account the payment was made from. This is only possible if the full payment is unallocated (i.e. hasn’t gone towards any balance owing). If a partial refund of a BPAY payment is required then a cheque will be issued Arranging a refund is easy; simply contact us after reading the info above and we will take care of the request for you!
The data cycle and bill cycle can vary between products. Read on to understand the differences between the two. Bill Cycle Your bill cycle is the day of the month in which your invoice is generated. Virgin Mobile’s bill cycles fall on the following days of the month: 3, 7, 10, 14, 17, 24. To find out more see: Billing Cycles Data Cycle For mobile services, the data cycle is the same as the bill cycle date. This means your data usage will reset on the bill cycle date. For Mobile Broadband (MBB) and Broadband at Home services, the data cycle is the calendar date your service was activated. This means your data usage will reset on the data cycle date (not the bill cycle date). For example, if you activated your MBB service on the 10th of June, your data allowance will reset on the 10th of each month.
Itemisation SMS and MMS aren't automatically itemised on your Postpaid bill. Your outgoing calls will already be itemised and can be viewed online. You can request for usage to be itemised on future bills by contacting us. Once your itemisation request has been actioned, your future bills will have details for all outgoing SMS and MMS for that month. If you text a lot, this will make your bills longer and if you're still receiving paper bills, you may want to consider switching to Online Billing. If you have a Prepaid mobile you can view detailed usage by logging into My Account. Can I get an old bill itemised? You might need to get itemised usage for an old bill. We're happy to help with this, but it can take a few weeks as we'll need to delve into our archives for bills issued more than 12 months ago. There may also be a fee charged for usage reports more than 24 months old. Contact us to request this.
Your bill cycle date is the day of the month that your bill is generated. Your bill cycle is assigned at the time when you sign up for a Postpaid service, and remains the same throughout the time you spend connected to Virgin Mobile. Virgin Mobile's bill cycles fall on the following days of the month: 3rd, 7th, 10th, 14th, 17th, 24th. A Bill Cycle is not the date your signed-up, or activated your number. Your Bill Cycle Upon connecting your first Postpaid service with us you'll automatically be assigned to a bill cycle. This may lead to a pro-rata of your first bill. You can view your Bill Cycle on page one of your bill under the 'THIS BILL' heading: Your bill cycle date (e.g. 3rd of the month) is also the day when your Postpaid plan's included value and data gets reset, however any usage in the previous evening (e.g. 2nd of the month) may end up billing in the following bill cycle. Note: If you have a Postpaid Mobile Broadband (MBB) service with us then your data usage cycle and your bill cycle will not match up. Your data usage will not re-set until the data cycle date. Your data cycle date is the date that you started your Broadband service with us, so if you started your MBB service with us on the 21st of April, then your data cycle date is the 21st of each following month.
Pro-rata means 'a portion'. Your bill will be pro-rated, where you will be charged a portion of your plan and receive a portion of your plan's included value when you; First activate your service Upgrade your service Rate plan change Cancel your service If you make a change part way through your bill cycle, such as changing to a new plan or upgrading, the pro-rata amounts for both plans are combined so you pay for and receive a total included value to use for the month. Included data is not subject to pro-rata, which means you will always receive the full included monthly data that comes with your plan. This means that your next bill might look a little different as it will reflect those changes due to pro-rata billing. Unless you have received your final bill, any future bills will show a normal monthly charge and you'll receive a full month of plan inclusions. Pro-rata Notifications You can find pro-rata information detailing your new included value amount and what percentage of this you have used so far by logging into My Account. You will also receive an SMS notification with this information when you; Change your plan or upgrade to a new phone and plan When a suspension is removed or a disconnected number is reactivated How is Pro-Rata Billing calculated? To work out the pro-rata period: If you started your service on the 1st of the month, and your billing end date is the 9th of the month (meaning the 10th is your new billing start date and usage reset date), you will only be charged for the 9 days (inclusive days between the 1st and the 9th of the month) you were active and you'll receive a portion (pro-rata) of your included value. Once you have the pro-rata days you can work out the following: To work out the minimum monthly spend: Minimum Monthly Spend / Days in Month = Daily Rate Daily Rate x Pro Rata Days = Minimum Monthly Spend Pro Rata Amount To work out the maximum included value: Maximum Included Talk and Text / Days in Month = Daily Rate Daily Rate x Pro Rata Days = Maximum Included Talk and Text Pro Rata Amount
Rollover is a benefit we offer which allows any unused data or included value that you don't use in a given month to automatically roll over into the next month to use. Using your rollover value Rollover will be used after your standard included value or data has been used. Rollover is only valid for one month, so if you don't use your rolled over value it will expire at the end of your bill cycle. Rollover can be used for standard calls, texts and Data (on some plans). It cannot be used for paying your bill. Check your rollover You can view your available Rollover in the Dashboard section of My Account, as well as checking the 'Included Value Rollover' section of your bill which itemises the details of new amounts rolled over and forfeited amounts. Some old plans do not have Rollover automatically included. Contact Us if you are not getting your Rollover each month.