How do I get 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.
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.
Rather get in touch? Let's get you connected
My Telstra app
View your services, pay your bill, troubleshoot tech issues, contact us via messaging and much more.
Multilingual Support
Speak to us in your preferred language. We've got you covered.
Contact us
We're here to answer your questions.