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. Find out how to request a refund.
Take me to
Disputing a charge
To dispute an AutoPay charge for an Upfront plan in My Telstra:
- Go to Payments
- Select Past payments and choose the receipt you'd like to request a refund for
- Scroll down to More about your payment
- Select Request a refund and follow the prompts.
To dispute an invoice if you're on an Upfront plan and receive a bill:
- Go to Payments
- Select Previous bills and choose the receipt you'd like to request a refund for
- Under list view select the bill you would like to dispute
- Select Query a charge and follow the prompts.
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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