FAQ Related to Bill Charges

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Charges Not Shown on Bill

1. I have just changed from the mio Plan to mio Home. Why wasn’t the change reflected in the bill?

This is due to a timing issue. You may have received the bill while your application was being processed. Click here for more information.

2. I have recently changed my plan, why is the new plan not reflected in my bill yet?

This is due to a timing issue. Your bill was processed before your new plan was activated. You were billed for your current plan. The subscription for your new plan and the refund for subscription for your old plan will be shown in your next bill.

3. I just signed up for the mio Plan. Why wasn't the change reflected in the bill?

This is due to a timing issue. You may have received the bill while your application was being processed.

Click here for more information.

4. I called your Customer Service and was promised that my charges will be waived. Why is the waiver not reflected in the bill?

This is due to a timing issue. Your bill was processed before the waiver was approved. You will see the waiver in your next bill.

Computation of Charges

5. How are charges for BroadBand on Mobile computed?

Click here to see how the charges are computed.

For more information on BroadBand on Mobile, please click here

6. How are mobile roaming charges computed?

Click here to see our roaming rates.

7. How will I be billed for my new mio Voice subscription?

mio Voice is a SingTel mio digital voice service which allows customers to make unlimited local calls at home. You will be billed at a fixed subscription fee.

8. I have recently changed my subscription plan, how will my charges be computed?

Click here to see how the charges are computed.

9. I have recently terminated a service, how will my charges be computed?

Click here to see how the charges are computed.

Credit Card Payment

10. How do I make payment by credit card?

Credit card payment can be made at:

  • SingTel myBill website (for consumer customers only) — Visa and MasterCard Debit/Credit cards
  • vBox – GIRO-On-Demand and locally issued Visa/MasterCard
  • AXS Stations (includes AXS e-Station & m-Station) – Citibank Visa/MasterCard and Diners
  • Recurring Payment - Visa and MasterCard Debit/Credit cards
11. How do I switch from one mode of credit card payment to another?

You may download the credit card application form here: for yourself / for third party.

12. I was previously using AMEX to pay my bills. How should I go about changing to another credit card provider?

We apologize for the inconvenience caused due to the cessation of payment arrangement SingTel has with American Express.

You may download the credit card application form here: for yourself / for third party.

13. How long would processing of my credit card application take?

The processing of the credit card application will take 3-5 working days.

14. If I change my mode of payment, should I continue paying through the current mode of payment for my current monthly bill?

You are advised to settle current bills accordingly until the change of credit card application is complete and successful. The change in payment mode will take effect for the next billing cycle.

15. How do I check on the status of my credit card payment application?

Upon submission of your credit card application for payment of bills, you may call 1688 Billing Enquiries to check for the application process status.

Alternatively, you can wait for the next billing cycle for the changes to be reflected.

16. How do I apply for GIRO payment?

GIRO is the most convenient method of paying your bills. There are several ways to obtain a GIRO form:

DBS/POSB customers may also apply for GIRO via AXS terminals to pay their SingTel bills.

17. How long would processing of my GIRO application take?

The process of your GIRO application will take 2-3 weeks upon receipt of GIRO form after you have mailed or faxed it back to SingTel.

DBS/POSB customers who have applied for GIRO via AXS terminals will have their applications processed in 3-4 working days.

18. If I change my mode of payment, should I continue paying through the current mode of payment for my current monthly bill?

Yes, you are advised to settle current bills accordingly until GIRO application is complete and successful. The GIRO payment process will take effect from the next billing cycle.

19. How do I check on the status of my GIRO application?

Upon submission of your GIRO application for payment of bills, you may call 1688 Billing Enquiries to check the application process status.

High Bill Charges

20. I did not make so many calls from my mobile phone. Why are my usage charges so high?

This could be due to a few reasons:

  1. You may have changed your bill cycle to a later date, hence the billing period is longer.
  2. This could be due to some long duration international calls or roaming calls you made.

If you wish to view the detailed charges of your bill, you may want to sign up for SingTel myBill where call details are provided at no cost. Please click here to subscribe for SingTel myBill.

21. I have terminated my services. Why are my bill charges still so high?

This could be due to a few reasons:

  1. You terminated your service within the contractual period and are charged the early termination penalty.
  2. Termination requires 3 working days to be processed but your bill was processed before the service was terminated. You were still charged for the subscription in your current bill but the charges will be reversed in your next bill.
22. Why are my bill charges so high?

You may have just signed up for a new service. You are billed a pro-rated subscription for the current month and an advance full month subscription

Click here
to see examples on how charges are computed for change of plans.

Overpayment

23. I have accidentally made extra payment for my bills. What should I do?

Your extra payment will be used to offset for future charges/bills.

24. I am supposed to receive credit for my bill this month. However, it has not been reflected. Is there something wrong?

There is a lapse in timing between credit payment and billing. The adjustments to your credit will be shown in the next or two billing cycles.

25. I have paid my bill but why was my payment not reflected on the bill?

This is due to a timing issue. Your payment was not received in time to be reflected in this bill.

26. Why am I charged reminder fees when I had paid my bills?

This is because payment was received after the due date.

For your convenience, you may want to sign up for Inter-bank GIRO to facilitate timely payment. Click here to sign up for Inter-bank GIRO.

Reconnection Procedure

27. What happens if I do not pay my bills on time?

If you do not pay in full by the due date, SingTel will send you a reminder by post to settle the overdue amount. A charge of $0.54 (GST incl.) per reminder will apply.

If overdue amount is still not paid, a final reminder may be sent by post. A late payment fee of $5.35 (GST incl.) for residential customers or $21.40 (GST incl.) for business customers will be levied for each final reminder sent.

If an amount from a previous bill is overdue, SingTel may disconnect your services.

28. My service has been temporarily disconnected due to non-payment of my bills. What should I do?

You would first need to settle your bill in full before reconnection of line is possible.

29. What are the available payment methods for me to pay my bills to get my service reconnected?

There are several payment methods:

 

Payment at 7 Eleven

Payment by NETS, cashcard and cash can be made at major 7-Eleven outlets. Please bring your SingTel bill with you.

 

Payment at SingPost

Payment at SingPost branches may be made by NETS, cheque, cashcard, cash, or cashier's order or bank draft in Singapore currency drawn on a bank in Singapore. Please bring your SingTel bill with you. Cheques should be crossed and made payable to SingPost, and should not be postdated.

Payment after 5pm on weekdays and 1pm on Saturdays, Sundays and public holidays will be updated to your account the next working day.

 

Payment by Other Electronic Means

  • Self-service Automated Machines (SAM)
  • AXS Station (includes AXS e-Station & m-Station)
  • ATMs of participating banks
  • Phone banking with:
    • DBS/POSB
    • UOB
    • OCBC
  • Internet Banking with:
    • DBS
    • UOB
    • OCBC
    • Standard Chartered Bank
    • Maybank
    • HSBC
    • Bank of India
  • vBox

For payment via Phone banking/ Internet Banking, you will need to be registered with the respective bank.

 

Payment by Post

Please ensure that your cheque, cashier's order or bank draft is in Singapore currency, drawn on a bank in Singapore, crossed and made payable to SingTel. Write your account number(s) on the reverse of your cheque and enclose the bill payment slips. If your cheque is for payment of more than one account, please state the amount for each account.

Mail your payment to Robinson Road P.O. Box 282, Singapore 900532.

Please do not postdate your cheque.

 

Payment by Credit / Debit Card

Credit card payment can be made at:

  • SingTel myBill website (for consumer customers only) — Visa and MasterCard Debit/Credit cards
  • vBox – GIRO-On-Demand and locally issued Visa/MasterCard
  • AXS Stations (includes AXS e-Station & m-Station) – Citibank Visa/MasterCard and Diners
  • Recurring Payment - Visa and MasterCard Debit/Credit cards

Alternatively, you may like to explore the use of GIRO payment to ensure your bills are paid on time every month.

 

Payment by GIRO

GIRO is the most convenient method of paying your bills. There are several ways to obtain a GIRO form:

30. How long does it take for my services to be reconnected?

Depending on the services to be reconnected, the duration ranges from 2-24 hours.

31. Do I have to pay any additional charge above my overdue bills to reconnect my service?

Yes. If you request for a reconnection, SingTel charges a reconnection fee of $21.40 (GST incl.) for each line or service reconnected in the next invoice.

32. I want to check whether SingTel has received my payment, and if I still have any outstanding balance in my account, how do I do that?

You may call the 24-hour Accounts Enquiry System at 1800-738 3330 to check on your payment status and outstanding balance.

33. Why does my bill still show that my overdue amount is so high even after making payment?

This is due to a timing issue. Your payment has not been received in time to be reflected in this bill. Your payment will be reflected in the next bill.

Roaming Calls and Charges

34. What are AutoRoam and AutoRoam Rerouted IDD calls?

AutoRoam Rerouted IDD calls are incoming calls you received while you were overseas which have been re-routed from Singapore to the country you are in. You will be billed the SingTel IDD rate for such calls.

Some overseas operators will charge you for such incoming calls at their local rate. Such charges will be shown on your bill as AutoRoam Calls

35. What is GlobalDial 121?

GlobalDial 121 is a service that allows you to call back to Singapore and to other countries while you are roaming overseas.

Click here to learn more

Click here to see how the charge is being presented on the bill.

36. Why is there a surcharge for Pay-As-U-Roam (PAUR)?

PAUR enables you to roam in most of STM’s roaming destinations without having to subscribe to the AutoRoam service. You will not be charged for any registration or monthly subscription fee. You are able to make calls using GlobalDial 121 or IDD001 and enjoy competitive savings as your calls will be charged at SingTel’s IDD rates instead of overseas operators' IDD rates. You can enjoy all these benefits by paying only a 20% surcharge on your roaming calls.

37. What is AutoRoam GPRS? Will the data usages be offset against my free local mobile data bundle?

AutoRoam GPRS is the data usages which you incurred when you are roaming overseas. It will not be offset against your free local mobile data bundle.
Click here to check on the rates for various destinations