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How do I get a refund?


There’s a variety of reasons we give refunds, such as an overpayment of your account, a final bill, or a point of sale error or a product fault.

However, if we investigate a request and decide that a charge is valid, we won’t give a refund.

If you notice your bill has a charge you don't recognise, or you haven’t received a credit you were expecting, let us know. You can raise a dispute via your Telstra 24x7 My Account or the Telstra 24x7® App.


How we process different refunds

For credit balances on a final bill or an overpayment you have made via the Post Office or Post, we normally provide a refund directly into your bank account. This is our preferred method.

Refunds to your bank account can take up to five business days.

We can also give a refund by cheque, or transfer the amount to another Telstra account. Cheque refunds may take 10-14 business days.


What about refunds for products or services?

When we provide refunds on Telstra products or services, it is usually in the form of credits which we apply to your account. Sometimes these refunds can take 2-3 billing cycles to appear on your account.

If you’re requesting a refund for a Telstra product or service, we recommend you keep the 14 digit interaction number (INT 1-1111111111111) or service request number (SR 1-1111111111111) which we issue to you for your records.


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