This guide helps with
- Understand what happens to an overpayment
- Confirm the account balance and what you paid
- Request a refund of the difference
- Know how long a refund takes
3 min read
What's happening
An overpayment simply means more money has been received than the amount owing on your account. This can happen if a payment is made twice, if a payment plan continues after the balance is cleared, or if the wrong amount is entered. The extra money is yours, and it will either be refunded to you or, if you ask, held against a related account.
Check the figures
Before requesting a refund, gather the details:
- The balance shown on your most recent notice.
- The total you've paid, adding up any instalments.
- The difference between the two — this is the overpaid amount.
If your statement doesn't seem to match what you paid, our guide on statements that don't add up can help you reconcile it first.
Request your refund
Contact us through the contact page and let us know you've overpaid. Provide:
- Your reference number.
- The amount you believe was overpaid.
- Your receipts or bank statements showing the payments.
We'll check the account, confirm the overpaid amount, and arrange to return it to your nominated account.
How long it takes
Once we've confirmed the overpayment, the refund is usually processed within a few business days. It then takes a little longer to appear in your account, depending on your bank or card provider.
If a refund has been arranged but hasn't arrived in the expected time, our guide on a refund that hasn't been received explains what to check and how we can trace it.
Good to know
- An overpayment is your money and will be returned or applied as you choose.
- Add up everything you've paid and compare it to the balance to find the difference.
- Send your receipts so we can confirm the overpaid amount quickly.
- Refunds are usually returned to the same bank account where possible.
FAQ
Will I automatically get my overpayment back?
We aim to identify overpayments, but the fastest way is to contact us with your receipts so we can confirm and refund the difference.
How long does a refund take?
Once confirmed, refunds are typically processed within a few business days, then take a little longer to appear in your bank account.
Can the extra be held instead of refunded?
If you have a related account, you can ask us to apply the credit there instead. Just let us know when you contact us.
Still stuck? Our team is happy to help you sort it out.