If you’ve made a payment but your account still shows an outstanding balance, it’s usually because the payment and balance relate to different billing periods.
For example, you may have paid the balance from your last bill, but a new bill has since been issued. This means your payment has been received, but your account may now show a new amount for a later period.
Why this can happen
If you've made a payment but your account still shows an outstanding balance, it's usually because the payment and balance relate to different billing periods.
For example, you may have paid the balance from your last bill, but a new bill has since been issued. This means your payment has been received, but your account may now show a new amount for a later period.
Payments are normally applied to the oldest outstanding charges on your account. If a new bill has been issued, or there are charges from a different billing period, your account may still show a balance after you've paid.
A balance may still show on your account if:
- Your payment was applied to an earlier bill.
- A new bill was issued after you made your payment.
- Your current balance includes charges for a later billing period.
- There have been adjustments, estimated charges or other changes on your account.
You can check your bills, payment history and billing periods in your Customer Portal.
Need help?
If you’re unsure why your account still shows a balance, our Customer Care team can help.
You can call us on 01279 810 119 Monday to Friday, 9am to 4pm. You can also contact us via Live Chat or by submitting a ticket.