We may give a refund for reasons like an overpayment, a final bill, or a point-of-sale error or product fault. However, if we investigate a request and decide a charge is valid, we won't provide a refund.

Refunds for a one-off overpayment

If you've paid us too much, for example by paying the same bill twice, you can:

  • Contact your financial institution to have them reverse or 'charge back' the amount, or;
  • Leave your Telstra account in credit, which will count towards future payments.

Refunds for an account in credit

If it's not practical for you to reverse overpayments and your account is in credit, contact us to request a refund.

Refunds can take up to five business days to appear in your account.

Refunds for a closed account

When an account is closed in credit, we'll be in touch to explain the process. You'll also see a message in My Telstra prompting you to request a refund.

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