topic Re: Billing Date in Billing

Billing Date

simon17 — Fri, 24 Oct 2025 14:13:52 GMT

In My Account, the payment due date is (and has always been) the 5th of every month. Over the last few months, my direct debit has been taken on 4th July, 5th August, 29th August (September's payment?), 30th September (October's payment?) and will next be taken on or around 31st October (November's payment?).

Would someone please look into this and do whatever is necessary to return my payment to the 5th of the month instead of up to a week early? This is what it states on My Account and when it always has been.

Thank you very much.

Re: Billing Date

nambuso-TT — Fri, 24 Oct 2025 15:33:43 GMT

Hi there @simon17. I can confirm that your current payment date is on or about the 5th of every month. If you would like to change your payment date I can check

alternative available payment dates you can change to. Thanks

Re: Billing Date

Lankey — Fri, 24 Oct 2025 20:09:26 GMT

I was also having the same issue so have chosen to change the date to the 8th. I noticed however in the email confirmation it has in small print that payment dates of the 26th, 30th or 5th can occasionally be done 7 days early which is what I believe is happening.

Re: Billing Date

mandisa1-TT — Mon, 27 Oct 2025 07:23:57 GMT

Hi there @Lankey Kindly start your own thread so we can look into this for you.

Re: Billing Date

simon17 — Mon, 03 Nov 2025 11:42:53 GMT

Hi nambuso-TT, thanks for your reply. I'd just like the payment to be made on or around the 5th of the month, as it always has been until August this year, rather than at the end of the previous month. Thank you very much.

Re: Billing Date

Mandisa-TT — Mon, 03 Nov 2025 15:07:09 GMT

Hi @simon17 your payment due date is on or about the 5th of each month, there was an error with our billing cycle that is why payment has been taken off earlier and the error has been corrected, as from next month, your bill will be back to normal. I do apologize for the inconveniences.

Re: Billing Date

simon17 — Mon, 03 Nov 2025 15:39:15 GMT

Thank you very much Mandisa-TT.

Re: Billing Date

Mandisa-TT — Mon, 03 Nov 2025 15:40:47 GMT

I appreciate your thanks! If you need anything else, feel free to reach out.

Re: Billing Date

simon17 — Sun, 23 Nov 2025 09:12:28 GMT

Hi Mandisa, as you confirmed below, my payment due date is (and always has been) on or around the 5th of the month and it always stated that in My Account.

I have just received email confirmation of my November bill which gives my payment due date as 28th November. I also note that my payment due date in My Account has been changed from the 5th of the month to read "due on or around 28th November", so far from my billing being back to normal, it looks as if you've normalised the change in payment date.

Would you please change this so that I can go back to paying on or around the 5th of the month?

Thank you very much.

Re: Billing Date

Gliwmaeden2 — Sun, 23 Nov 2025 09:28:44 GMT

Re-escalating this for you, @simon17.

It should be possible to reset the payment date yourself in My Account, though that then adjusts the number of days covered the first time you are billed of course.

The current bill cannot be adjusted.

Re: Billing Date

mandisa1-TT — Mon, 24 Nov 2025 07:32:18 GMT

Thank you so much for the support @Gliwmaeden2

Hi there @simon17 I will be looking into this for you.

Re: Billing Date

mandisa1-TT — Mon, 24 Nov 2025 07:58:27 GMT

Looking into your account your payment date is still set to on or about the 5th of every month, the dates were brought forward in previous months due to banking holidays. We sincerely apologize for the inconvenience caused to you, I would advise please if you do not have funds on the account on the 28/11/2025 to please wait for the second direct debit attempt which will be on the 08/12/2025 and you will not be charged a late payment fee. However, I can assure you as from next month your payment due date goes back to normal and will be on the 5th of January 2025.

Re: Billing Date

simon17 — Mon, 24 Nov 2025 15:41:54 GMT

Thanks very much @mandisa1-TT for looking into this and @Gliwmaeden2 for your help too.

Re: Billing Date

mandisa1-TT — Mon, 24 Nov 2025 15:45:05 GMT

You are most welcome, should you encounter any issues like being charged a late payment fee if the 1st direct debit rejects, please chat back we will waiver the charge, Just make sure you have funds on your account for the second direct debit attempt which will be on the 8/12/2025. I have left detailed notes on your account, regarding this. Enjoy the rest of your day and take care @simon17 🙂

Re: Billing Date

simon17 — Mon, 16 Feb 2026 10:56:57 GMT

Hi @mandisa1-TT , you managed to sort out my payment date and return it to the 5th of the month rather than the end of the previous month so that it was taken on January 5th. However, February's payment was then taken on January 30th. Could you work your magic again please so that it goes back to on or around the 5th, which it always had been up until August last year.

Thank you very much.

Re: Billing Date

mandisa1-TT — Mon, 16 Feb 2026 10:59:36 GMT

Hi there @simon17 I would love to assist you with your query, kindly bear with me while I look into your account:)

Re: Billing Date

mandisa1-TT — Mon, 16 Feb 2026 11:18:48 GMT

I have looked into your account and can see you are on Billing cycle 28 and there have been changes made to this billing cycle. Customers previously billed in the last week of the month on BC28 with payment taken in the first week of the following month, will now be billed around one week earlier.

This is a permanent change, unlike previous changes due to bank holidays. We sincerely apologize for any inconvenience caused to you, however should you wish to change your date you can do so via your online my account and select the date most suitable for you.

Re: Billing Date

simon17 — Mon, 16 Feb 2026 11:43:59 GMT

Hi @mandisa1-TT , thanks very much for that. So if I change my payment date to, for example, the 8th or 11th, the payment will be taken a week earlier than that date?

Re: Billing Date

siphosethu-TT — Mon, 16 Feb 2026 11:48:59 GMT

Hi there @simon17, yes that's correct, you'll will be billed a week earlier.

Re: Billing Date

mandisa1-TT — Mon, 16 Feb 2026 11:54:06 GMT

You are most welcome @simon17 If you change your payment date to on or about the 8th or 11th, the payment will be take on or around those dates, not a week earlier than that date, unless the date falls on a weekend or holiday on that particular month.