If you do not agree with a given amount on your bill, you can submit and follow up an objection online via MyProximus. For as long as your file is being processed, you don’t need to pay the contested amount, except in the case of Services provided by third parties or Mobile payments.
If you have only mobile numbers (and no other subscription) on your bill, it is not yet possible to dispute your bill online.
In that case, please contact our Customer Service.
Besides the information you receive from us by e-mail and/or SMS, you can follow up the status of your file at any time online.
Log in and under My current complaints, view the details of your objection (reference, date of receipt, status of the file). You can consult this information up to three months after your file has been closed.
If your objection relates to an outstanding bill, you only need to pay the non-disputed amount (except for disputes relating to Services provided by third parties - Mobile payments). If your objection is found to be justified, you will receive a credit note and you won't have to do anything else. In all other cases, you will receive a message that you will need to pay the contested amount.
NB: Do you normally pay by direct debit and has the bill in question not yet been submitted to your bank for payment? If you have an Internet, TV, fixed line subscription on your bill, you can indicate online that you wish to pay the non-disputed amount by bank transfer and block the direct debit for the related bill. In all other cases you will need to contact our Customer Service or, if the payment order has already been submitted, your bank.
If your objection relates to a bill that has already been paid, and if your objection is found to be justified, you will receive a credit note, whose total will be deducted from your next bill.