I don't recognise this debt

If you don't recognise the balance we're contacting you about, don't worry — there are a few steps you can take.

Check your account

Log into your portal using your access code and look at the invoice history. Each invoice shows what it's for, the date, and the amount. This should help clarify where the balance has come from.

Common reasons for unexpected balances

Final bills after cancelling a contract

Equipment charges not yet returned

Early termination fees

Charges from a period before a direct debit was set up

If you still don't recognise it

You have the right to ask us to explain the debt in writing. Use the 'Raise a query' option in your account portal, or contact us directly. We'll investigate and pause any collection activity while we do.

If you believe you've already paid

If you think you've already settled this balance, please let us know. Having a payment reference or bank statement showing the payment will help us resolve this quickly.

Protecting yourself from scams

If you're unsure whether this communication is genuine, you can check with 1310 directly using contact details from your original service agreement or a previous bill. We will never ask you to pay by bank transfer to a new or unusual account.