Q. Why am I being charged a late payment fee?
The late payment fee is charged if you receive a red reminder and do not pay by the due/expiry date.
What is this charge for?
We incur significant costs when invoices are paid late and, this charge goes towards covering these costs.
Are there any other charges for late payment?
Late payments may also accrue interest on any amounts not paid by the due date.
When is an invoice due for payment?
Payment is due on demand and this is stated in the T & C’s (we expect customers to pay as soon as they receive their bill). The due date on the invoice is the maximum amount of time you would have to pay before incurring a charge. The late payment fee would then be shown on your next bill.
How much time do I get to pay on a red reminder to pay?
You need to pay immediately to prevent a charge being made.
Are these charges in your conditions of service?
Yes. See Section 12, Page 6 under Disputed & Late Payment.
How will I be charged this fee?
If you are late paying your invoice, the charge will appear on your next invoice.
Am I being charged this because I don’t pay via Direct Debit?
No. It is charged for late payment. If you pay within the set payment terms you will not be charged.
Have you notified me of this charge?
Yes. Notification has been printed on our invoices, reminders and suspension notices.
Can you give a detailed breakdown of the actual costs incurred?
We do not publish a detailed breakdown but, can confirm the charge is approved by OFCOM. The charge reflects a fair proportion of our costs.
Why do you charge an administration fee for failed direct debits?
Funds should be available for collection on the due date. This charge covers extra third party costs involved in requesting the payment a second time along with the administration costs required to collect the payment.
Q. I need a copy of my bill, how can I get one?
Getting duplicate copies of your bill is easy – simply log on to KC Online. From here you will be able to view, download and print copies of your last six months’ bills.