Ask for a refund
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.
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Disputing a charge
If you pay with AutoPay for your Upfront account, you can dispute charges and request a refund in My Telstra.
Refunds for overpayment
If you've paid us too much, you can leave your Telstra account in credit to count towards future payments. To refund it, contact your financial institution to have them reverse or 'charge back' the payment.
If it's not practical to charge it back and your account is in credit, chat now to request a refund. Refunds can take up to five business days to appear in your account.
Refunding a closed account
You'll automatically receive a cheque refund for any amounts we owe you between $5 and $250.
For all other amounts, we'll send a final bill showing the credit amount. You'll also see a message in My Telstra prompting you to request a refund.
Chat now to request outstanding amounts be refunded via cheque or credit transfer to a nominated account in your name.
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If you don't use My Telstra, you can still chat with us online.
Helping you when times are tough
Depending on your level of urgency, we have flexible options that can help keep you connected.