Start with the invoice number and billing month
Before you send a query, have the invoice number, billing month and the account name ready. If you are working from a monthly folder or shared finance inbox, check whether the invoice relates to fibre, VoIP, number porting or a support add on. That simple step saves time and helps us trace the right line item first time.
For office accounts in Cape Town, Bellville, Somerset West, Paarl and Stellenbosch, billing queries often come from a change in headcount, an added phone line or a relocation that happened mid month. If your team moved premises, note the date because usage charges may be split across two addresses. A clear note with the invoice number and what looks wrong is usually enough for us to get moving quickly.
Check what the charges are for
Many billing questions come down to understanding what sits on the statement. Fibre is usually billed as a recurring service, while VoIP may include extensions, call bundles, porting related items or support fees. If your office uses call routing, after hours support or network monitoring, those items can appear separately depending on the package.
- Look for recurring monthly services first
- Check once off items such as installation or relocation work
- Compare call charges with your usual office pattern
- Confirm whether VAT is shown on the invoice
If a charge looks unfamiliar, send us the invoice number and the amount in question. We can check whether it was raised for extra work, a service change or a corrected billing entry. It helps if you include the name of the person who approved the work too.
How to query an invoice without delay
Send your query through our contact form and keep the subject line simple, for example Billing query invoice 10458. Include your company name, contact number and the best time to call you back. If the issue is urgent because month end is close, say so in the first line.
When a query arrives, we check the billing record, service notes and any recent changes to your office setup. That may include fibre installation, number porting, WiFi design or a new phone system support request. If we need more detail, we will ask for it in one reply rather than bouncing you around. That keeps the process tidy, especially for finance teams juggling several branches.
- Attach a copy of the invoice if possible
- Mark the disputed line item or page
- State whether you want an explanation, correction or credit review
- Include the site address if the account covers more than one office
Payment checks and account follow up
If a payment was made but still shows as outstanding, send the proof of payment and the date it cleared your bank. A payment can take time to reflect, especially over a weekend or during load shedding when banking and finance teams work through a backlog. If the reference number was entered incorrectly, we will need that detail as well.
For faster follow up, match the payment to the exact invoice amount where you can. If your office pays several services together, split the amounts in your note so we can see what was settled and what still needs attention. A small typo in a reference can hold things up, so please double check it before sending.
Package changes, upgrades and office moves
Billing can change when your office grows, downsizes or shifts to a new site. If you need to add VoIP users, upgrade fibre speed or move lines to a new building, let us know as early as possible. The timing matters because some services are billed from the activation date, while others are adjusted at the end of the cycle.
If you are relocating within Century City or moving from one Cape Town suburb to another, share the old and new addresses together with the move date. Where a municipal or landlord access rule affects installation timing, that can affect the billing start date too. We will work through the account record and explain what changes on the next invoice.
- Tell us when the move starts and when the new office opens
- List the services that must stay active
- Confirm any new extensions, handsets or cabling work
- Ask whether your package needs to change before the move
When to ask for extra help
If your query involves several branches, a disputed credit, or a package review after an office expansion, ask for a full account check. This is common for businesses with teams in Cape Town and nationwide who need one point of contact for billing, support and service changes. We can also help where an invoice covers both a new installation and an ongoing monthly service.
Billing questions are easier to solve when the information is in one place. Send the invoice, your question and any supporting note in the same message. If you prefer, ask for a call back and we will go through it with you step by step. That way the finance team, operations manager and office owner are all working from the same facts.
