Still waiting on a Exetel refund?
Can you get a refund from Exetel? Check eligibility first
Exetel issues refunds only when there’s a valid reason or entitlement. Common qualifying scenarios include:
- Account credit after cancellation – e.g. you prepaid beyond your cancellation date.
- Incorrect charges or overbilling – including charges after service termination.
- Service outage – pro-rata refund for extended downtime due to Exetel’s fault (on request).
- Fee refunds – for activation/setup charges billed in error or later waived.
Not refundable:
- Unused prepaid mobile or PAYG balances.
- Unused days within a billing period if you cancel mid-cycle (no pro-rata).
- Promotional credits (non-cashable).
- Hardware purchases (unless returned within a trial period).
How to get a refund from Exetel
- Contact support – Call 13 39 38, use live chat, or email.
- State your case clearly – Include account number, amount, and reason.
- Provide evidence – e.g. final bill showing a credit, outage records, or cancellation confirmation.
- Confirm refund method – Usually original payment method. Update details if the account/card was closed.
- Get a reference number – Keep for follow-up.
- Monitor for payment – Follow up if not received within expected timeframe.
Exetel’s refund timeframe - how long it takes
- Credit card reversal: ~5–7 business days.
- Bank transfer (EFT): ~5–10 business days.
- Final bill credits: Processed after billing cycle closes. This may take a few weeks from cancellation.
Most straightforward refunds appear within 1–2 weeks once approved. Delays can occur if payment details need updating or during public holidays.
Exetel’s refund methods - how you'll get your money back
- Original payment method – Credit card or direct debit bank account.
- Alternate EFT – If original account/card closed.
- Account credit transfer – Move funds between active Exetel services (on request).
No cash, cheque, or gift card alternatives. Refunds are full value. No processing fees.
Common refund issues with Exetel
- Continued billing after cancellation due to incomplete closure requests.
- Refund delays despite approval (requires follow-up).
- Miscommunication between support reps causing confusion.
- Non-refundable prepaid credits causing surprise.
Exetel cases submitted through Ajust
I applied to switch to Exetel but cancelled a couple of days later, and I’ve been stressed ever since about being charged for a service I never even used. When I called to check, the call dropped and I still couldn’t get clarity on whether another bill was coming. I just want to avoid surprise charges I can’t budget for. - Francesco
I found out Exetel had been billing me for a service that was never even activated back in 2023. I’ve contacted them repeatedly and never heard back from a manager, and my emails have been ignored too. After all this time, I’m just trying to get the full refund I’m entitled to. - Carolyn
I cancelled my order because setup was taking too long, but Exetel still sent the modem and charged my account. After they refunded me, they arranged two separate mornings to collect the modem and never showed up, and now they’re ignoring my emails. I’m stuck storing equipment I don’t want, with no compensation for the hassle. - Amy
I cancelled my service but didn’t realise they required 14 days’ notice, and now I’ve been charged for an extra month plus another invoice for a service already closed. It’s frustrating to pay over $100 after cancellation, especially when I thought everything was finalised. I’m just trying to get refunded what I shouldn’t owe. - Rafi
Customer experiences with Exetel refund cases
Pro-rata success: A customer with a planned cancellation received the unused days’ refund promptly.
Billing error: Overcharges after a number port-out were eventually refunded after multiple contacts.
Admin mix-up: A refund was issued but the system still flagged a debt. Resolved after escalation.
How Exetel Refund Policy Compares to Competitors
- Notice period: Exetel’s removal of the 30-day rule aligns with Optus/Telstra; now more flexible than TPG/Superloop.
- Mid-cycle refunds: Matches big telcos (no pro-rata daily billing); smaller ISPs like Buddy Telco may refund unused days.
- Refund request process: Similar to most ISPs: must contact support; no in-app request like some energy providers.
- Customer satisfaction: Trustpilot rating ~4.6★, indicating high recent satisfaction compared to some rivals.
Exetel Refund FAQs
Does Exetel give refunds for billing errors or overcharging?
Yes, Exetel refunds incorrect charges when the billing error is verified. This includes charges after cancellation or fees added by mistake. If you spot an error, provide a copy of your bill so support can confirm the overcharge quickly. This gives you the fastest path to a refund and avoids the usual back-and-forth that time-poor consumers want to skip. Knowing your exact entitlement helps you stay in control and avoid paying more than you should.
How long does an Exetel refund usually take to arrive?
Most Exetel refunds take about one to two weeks once approved. Timeframes vary depending on whether it’s a card reversal or a bank transfer. If you’re relying on the refund for your household budget, monitor your statement and follow up if it’s delayed beyond the expected window. Juggling parents and busy consumers benefit from setting a reminder so the issue doesn’t slip through the cracks.
Can you get a refund from Exetel if you cancel mid-billing cycle?
No, Exetel doesn’t offer pro-rata refunds for unused days when you cancel mid-cycle. This means your monthly fee isn’t partially refunded unless it’s tied to a service outage or billing error. If you’re unsure whether your situation qualifies, clarify it early with support so you don’t waste time chasing a refund you’re not entitled to. Clear expectations help avoid frustration and keep your admin load low.
What should you do if your Exetel refund is delayed or not showing up?
If your refund is delayed, contact Exetel with your reference number and ask for a status check. Refund delays often happen if payment details changed or the final bill hasn’t closed yet. A quick follow-up ensures your request isn’t stuck in the system, which is especially helpful for proud consumers who value fairness and timely action. Staying proactive protects your entitlement and speeds up the outcome.
You deserve your money back, don’t let it slip away.
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