Attractive Shares
Become a member of The Phone Co-op and you'll receive a share of our profits. Tempting proposition?
Receiving your billContentsHow and when will I be billed? When will my Direct Debit be taken? Could I have a copy of a previous month's bill? Can I pay my bill over the phone? I pay by Direct Debit. Why have I not received a discount on my line rental service? I have just received my bill and see that my last month's payment hasn't been deducted. I have received an invoice but have been incorrectly billed on the wrong tariff. I am a member of The Co-op Group, why has my dividend/discount not been applied? How and when will I be billed?All services are billed by calendar month. You will usually receive your bill in the second week of the month. Calls are billed in arrears, most other services one month in advance. When will my Direct Debit be taken?We process all Direct Debits so that they are deducted from your bank account 21 days from the date on your invoice (usually on the 28th of each month). Can I get my bill by email?Yes, and we will pay £5 into our Sustainability Fund if you switch to electronic billing. Can I view my bill online?To register for our online system, my.phone.coop, fill in this email form and we'll send you a User Name and Password. When you log in to my.phone.coop you'll be able to:
and manage your phone usage by setting up alerts on:
Could I have a copy of a previous month's bill?Of course. Please let us know which month's calls you want the bill for by emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it or by calling Customer Services on 0845 458 9000. Or use my.phone.coop to download the month you want. Can I pay my bill over the phone?Absolutely. We take most major credit and debit cards. Please call us on 0845 458 9000 and have your Phone Co-op account number and card number ready. We also ask for the security code on the back of your card. I pay by Direct Debit. Why have I not received a discount on my line rental service?If you are already on Direct Debit when you take up line rental, the first charge will not be discounted. This is because the initial charge covers several months and we can only apply the discount when you start billing one month at a time. Discounts cannot be applied retrospectively, so if you are a line rental customer, and you switch to Direct Debit, the discount will apply from your next bill. No advance charges that have already been billed will be refunded. I have just received my bill and see that my last month's payment hasn't been deducted.If your payment was sent to us after the payment due date on last bill then it won't show on the current bill. Please check to see if the payment has been deducted from your bank account, if not, advise us of the date and method of payment. If you pay by telephone or internet transfer then please ensure that you quote your Phone Co-op account number for each transaction. I have filled in a Direct Debit form recently but you have still sent me an invoice. Do I need to send a payment?We will always send you an invoice to let you know how much we will be deducting by Direct Debit. If your Direct Debit application has been processed, the bill will not have a remittance slip at the bottom of the front page, and will instead say "Send no payment". If there is a remittance advice slip attached then the Direct Debit application will not be completed in time to collect during the current month. You may choose to pay by another method or you can carry the amount over until the next month. I have received an invoice but have been incorrectly billed on the wrong tariff.This occasionally happens when an error has been made in the billing process. Please contact us to correct the error and arrange for an automatic credit on the following month's bill. I am a member of The Co-op Group, why has my dividend/discount not been applied?Co-op Group members have a choice between two special benefits, either an 8% discount across their whole bill, or they can earn 3% dividend based on their call and broadband spend, which is transferred to their Co-op Group share account. In order for these to be applied, we need to know that you are a Co-op Group member, and you need to give us your Co-op Group membership number. If we don't have these details, we can't apply the benefits. Discounts and dividend cannot be applied retrospectively, so if you are a Co-op Group member and a Phone Co-op customer, but have not given us your Co-op Group membership details, we can only apply your benefits to your next bill onwards. What are my payment options?Variable Direct Debit
Credit/Debit card
Standing Order
Bank transfer
Cheque
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