Your new mobile bill FAQS
1) What is a Direct Debit Mandate (DDM)?
The DDM is the form you fill and sign so that bill payments are done:
a) Directly from your bank account; and/or
b) Directly from your credit card.
a) Directly from your bank account; and/or
b) Directly from your credit card.
2) Where is the DDM discount shown, if applicable?
The DDM discount is shown in the Billing details section under the Tariff Plan rental charge. The discount shown excludes Excise Tax and VAT.
3) What is Kera/Rentals?
This is the amount charged monthly excluding Excise Tax and VAT specific to your tariff plan.
4) I have paid a bill and it is still showing as pending, why is this?
Under the Amount Due section, a note shows the date of the invoice charging period. If your payment was not processed by that date, it will show as still being processed.
5) How are taxes charged on my bill total?
The taxes are worked on the Net Taxable Charges (A) of the bill. These are found on page 1:
a) Excise Tax: The 3% Excise Tax is added to the Net taxable charges (this tax is charged on all telecommunication services).
b) RESULT = Net inclusive of Excise Tax.
c) VAT: 18% of the Net inclusive of Excise is added to the Net inclusive of Excise amount.
d) Other NON-Taxable charges (C), for example Donations, are included in this section.
e) RESULT = Amount due including VAT and Excise Tax.
a) Excise Tax: The 3% Excise Tax is added to the Net taxable charges (this tax is charged on all telecommunication services).
b) RESULT = Net inclusive of Excise Tax.
c) VAT: 18% of the Net inclusive of Excise is added to the Net inclusive of Excise amount.
d) Other NON-Taxable charges (C), for example Donations, are included in this section.
e) RESULT = Amount due including VAT and Excise Tax.
6) What should I do if I need another copy of my bill?
The following is required in order to issue a reprint of a bill:
a) If the bill is itemised, we require a signed request from the signatory of the contract. It can be sent by:
a. Email with a scanned image of the request.
b. Fax.
c. Snail mail (i.e.: by post).
d. Delivered at one of GO’s retail outlets.
b) For non-itemised bills, you simply need to contact us over the phone or in person at one of our retail outlets.
a) If the bill is itemised, we require a signed request from the signatory of the contract. It can be sent by:
a. Email with a scanned image of the request.
b. Fax.
c. Snail mail (i.e.: by post).
d. Delivered at one of GO’s retail outlets.
b) For non-itemised bills, you simply need to contact us over the phone or in person at one of our retail outlets.
7) How can I affect a payment?
Customers can pay through any one of the following payment methods:
a) By cash – at one of GO’s retail outlets.
b) By cheque – either at one of our retail outlets or by post. In case of customers sending the cheque by post, please see Remittance Advice Section found on page 1 of the bill as shown below.
c) By DDM or Credit Card – please send Remittance Advice Section found on page 1 of the bill.
d) Through My Bills – by registering to the My GO account accessible through GO’s portal. This service is free of charge. For more information click here.
e) By Internet Banking (HSBC/BOV) – you need to quote your customer number as printed on page 1 of the bill and as shown below.
a) By cash – at one of GO’s retail outlets.
b) By cheque – either at one of our retail outlets or by post. In case of customers sending the cheque by post, please see Remittance Advice Section found on page 1 of the bill as shown below.
c) By DDM or Credit Card – please send Remittance Advice Section found on page 1 of the bill.
d) Through My Bills – by registering to the My GO account accessible through GO’s portal. This service is free of charge. For more information click here.
e) By Internet Banking (HSBC/BOV) – you need to quote your customer number as printed on page 1 of the bill and as shown below.