What do I do if I can't pay? Belong

What do I do if I can't pay?

Financial hardship

We understand the importance of keeping our customers connected, and at times our customers may find themselves experiencing genuine financial hardship.

Our Financial Hardship policy covers unforeseen circumstances that may impact our customers’ ability to meet their current financial commitments.

If you have insufficient funds to cover your Belong invoice due to genuine financial hardship, please contact us as soon as possible and we’ll do our best to help.

We'll try to offer you ways to help you stay in control of your Belong account, such as payment arrangements over a period of time, so you don't have to pay the whole amount at once. 

You can discuss your individual situation with a member of the Belong team any time. Call us on 1300 235 664.

You may also wish to consider obtaining advice from a community financial counsellor by calling 1800 007 007 from anywhere in Australia (minimum opening hours are 09:30 to 16:30 Monday to Friday) or seek other assistance from a community welfare organisation such as the Salvation Army, St Vincent de Paul Society, Anglicare and others.
What happens if we don’t hear from you?

We'll automatically debit your monthly payment from your nominated payment method on or around the 1st day of each month.

If your payment doesn't go through, we'll notify you by SMS and ask that you make a secure one-off payment by logging in to belong.com.au/pay. If we don't hear from you by the 10th of the month, your Belong service(s) will be suspended. 
If we still don’t hear from you by the 25th of the same month your Belong service(s) will be cancelled. Note, if you want to re-join Belong after your service is cancelled, you'll be charged the then-current activation fee so we can connect you again.

Calls can be made to Triple Zero (000) Emergency from a suspended Fixed Line service

Reconnection post suspension

If you make a full payment after your account has been suspended, your Belong service will be reconnected within two hours of the payment. To make a payment, please visit www.belong.com.au/pay

If you cancel your service, we won’t refund you any fees that you've already paid to us.
  • If you're on a month to month plan and you cancel it after activation, but before your first monthly invoice, you’ll be charged one month’s plan charge.
  • If you’re on a fixed term contract and you cancel after activation, but before the fixed term contract has ended, you’ll be charged an Early Termination Charge .
Any Early Termination Charges incurred will be deducted from your nominated payment method on the date you cancel your service, or shortly thereafter.
If you want to re-join Belong after cancelling your service, please contact us on 1300 235 664.
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