A debit order may be returned unpaid when the bank is unable to collect the amount from the nominated account.

This can happen because of insufficient funds, an incorrect bank-account status, a blocked debit order or another issue reported by the bank.

What happens when the debit order is returned?

PacketSky will notify you by email when we receive confirmation that the debit order was unsuccessful.

A returned debit-order fee of R100 including VAT is currently charged to the account to cover the additional banking and administration costs.

Important: PacketSky cannot rerun a debit order that has already been returned unpaid.

How do I settle the outstanding amount?

Use the banking details supplied in the returned debit-order notification to make a manual EFT payment.

When paying:

1. Pay the full outstanding balance shown in the notification or Customer Portal.
2. Use the payment reference provided by PacketSky.
3. Send proof of payment using the official channel shown in the notification.
4. Allow sufficient time for the payment to reflect before the invoice due date.

Do not use a customer name or informal reference unless instructed, as this can delay the allocation of the payment.

Where can I check the amount owing?

Log in to the PacketSky Customer Portal to view:

• Outstanding invoices
• Account transactions
• Your current balance
• Payment history
• Any returned debit-order fee

Will the debit order run again next month?

Your normal debit-order instruction may remain active for future invoices unless PacketSky advises otherwise.

However, the returned debit order itself will not be rerun. You must settle that outstanding amount manually.

What if the bank account details are wrong?

Contact PacketSky as soon as possible if:

• The account has been closed
• The bank details have changed
• The account type is incorrect
• The debit order is being blocked
• The account holder has changed
• You no longer authorise collection from that account

Could my service be suspended?

An unpaid balance may lead to service suspension in accordance with the applicable service terms.

Paying promptly and sending proof of payment helps prevent unnecessary interruption.