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Late Payment Fee FAQ



1
What is a payment reminder letter/payment reminder email?

The payment reminder letter/payment reminder email informs customers of any overdue balance in their account.


2
From when was a charge imposed when I receive a payment reminder letter/payment reminder email?

With effect from 1st May 2019, a late payment fee will be imposed with each payment reminder letter/payment reminder email received. You may find out more from the bill messages in the invoices you have received.


3
Why is there a late payment fee imposed when I receive payment reminder letter/payment reminder email?

A fee is imposed because full payment has not been made by the payment due date. To avoid the charge, customers are required to make full payment by the payment due date.

For your convenience, you are encouraged to sign up for recurring credit card or GIRO via www.starhub.com/autopay, and your bill will automatically be deducted from your credit card/ GIRO account on the payment due date. This way, you don’t have to worry about late payments!


4
When will I incur a late payment fee?

If your bill is not fully paid by the payment due date, we will send a payment reminder letter by post/email to remind you on the settlement of the overdue amount and late payment fee.


5
How much is the late payment fee?

The late payment fee is charged at $5.35 (inclusive of GST).


6
I have only received the payment reminder letter/payment reminder email yesterday, must I still pay the late payment fee?

Yes. The charge of $5.35 (inclusive of GST) is imposed due to late payment of your bill. This charge will be reflected on your next bill.


7
I have sent in a cheque payment. Why did I still receive the payment reminder letter/payment reminder email?

Your cheque payment was not cleared before the payment due date. As long as the cheque payment is cleared before the payment due date, you will not receive the payment reminder letter/email.

For your convenience, you are encouraged to sign up for recurring credit card or GIRO via www.starhub.com/autopay, and your bill will automatically be deducted from your credit card/ GIRO account on the payment due date. This way, you don’t have to worry about late payments!


8
Why is my late payment fee waiver request rejected?

It could be due to the following reasons:

  • You have not made full payment in your account. Full payment needs to be made before submitting the request.
  • You have submitted multiple requests for the same waiver.
  • Based on our internal credit assessment, you are not eligible for the late payment fee waiver.
  • There is no late payment fee in your account.