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An amount in your favor

Has a correction been made of a previous bill or payment statement? Did you pay more than the balance indicated on your bill or payment statement? Or did you pay an amount twice?

In that case you have an amount in your favor. This credit will be deducted from your next balance or will be paid back to you.

How can you view the amount?

  • If you are a business customer you will receive a credit note indicating the amount in your favor.
  • If you are a private customer, there are two possibilities:
    • Either the amount in your favor appears on your payment statement under the heading Regularizations.
    • Or you receive a credit note indicating the amount in your favor.

How can you get the amount back?

There are two options: 

  • Your credit will be automatically deducted from the balance of your next bill or payment statement, even if you pay by direct debit.
    An example: You have an amount of €20 in credit and your outstanding balance is €15. This balance will then be paid with your credit, after which you will still have €5 in credit. That amount will be deducted from the balance of your next bill or payment statement.
    You can follow your amount in credit and its settlement in MyProximus, just like you do when you consult your bills or payment statements.
  • You don't wait for your next bill or payment statement, but ask for your credit to be paid back directly into your bank account.  This is also possible if you pay your bills by direct debit.
    An example: You have an amount of €20 in credit and no outstanding balance. Ask for the €20 to be paid back to your account.

This will be on the bank account you last used. Ask for a payback via MyProximus. You can do so via the app or the website.

Via the app
  1. Open the MyProximus app and tap on Bills. You will see your outstanding balance.
  2. Do you see a negative balance? In that case you have an amount in credit.
    • Would you like to be paid back this amount? Go to step 4.
    • Would you like this amount to be deducted from the balance of your next bill or payment statement? Wait until you receive said document and go to step 5.
  3. Do you see a positive balance (or zero)? Your amount in credit has already been deducted from the balance of your bill or payment statement still to be paid. Go to step 5.
  4. Click on Pay back. Check your account number onto which the amount in credit will be paid back. Click once more on Pay back. The amount will appear on your account after 3 working days.
  5. Pay the outstanding balance before the due date. There are various ways of paying.
Via the website
  1. Log in to MyProximus to view your outstanding balance.
    View your balance
  2. Do you see a negative balance? In that case you have an amount in credit.
    • Would you like to be paid back this amount? Go to step 4.
    • Would you like this amount to be deducted from the balance of your next bill or payment statement? Wait until you receive said document and go to step 5.
  3. Do you see a positive balance (or zero)? Your amount in credit has already been deducted from the balance of your bill or payment statement still to be paid. Go to step  5.
  4. Click on Pay back. Check your account number onto which the amount in credit will be paid back. Click once more on Pay back. The amount will appear on your account after 3 working days.
  5. Pay the outstanding balance before the due date. There are various ways of paying.

Can't request to be paid back?

  • Do you see a negative balance but no "Pay back" button? In some cases repayment is not possible in MyProximus. Contact us by telephone.
  • Did you have a bill with a red bank transfer slip and have you terminated your contract? Contact us by telephone to arrange to be paid back.

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