Payment Issues

Missed or late payments

I forgot to make one payment. What will happen to my services?

If you missed a payment, you’ll receive a Late Payment Charge and your services may be suspended. Please contact us if you would like to make a Payment Arrangement.

Tip: Set up automatic (pre-authorized) payments and stop worrying about missed payments! We’ll always notify you when your bill is ready.

Why is there a Late Payment Charge on my bill?

A Late Payment Charge on your bill indicates that your account carries an unpaid balance from a previous bill cycle.

If we don’t receive payment of the amount due on your account by the Required Payment Date stated on your bill, we charge a Late Payment Charge that is accrued on a daily basis. You will be charged for every day your payment is late, until the date you fully pay your balance due.

Keep in mind, timelines for payments to reach us may vary depending on the method of payment used.

Tip: A one-time payment with your Visa Debit, Debit MasterCard, or credit card is the fastest way to pay your unpaid balance. To do so, sign into my account, select View/Pay My Bill and follow the prompts.

If you’re set up for automatic payments, on your Bill Date we will deduct any unpaid amount, including any late payment charges from the payment method on your account (e.g. a credit card or bank account withdrawal).

What if I have difficulties making payments?

If you can’t make a payment by the due date, please contact us about payment options. If you don’t pay your past due amount and fail to make a Payment Arrangement by 14 days after the due date, your services will be temporarily suspended and subject to a Restoral Fee or an Account Processing Fee by day 30.*

* Restoral and Account Processing fees are not applicable to residents of Québec.

See the Payment Arrangements section of this article for more information.

Payment processing issues

Why does the status of my payment indicate “pending”?

Your payment status will read “pending” if you made your payment when our billing system was offline for maintenance. However, we will process your payment within 48 hours. Once your payment has been processed (whether successfully or unsuccessfully), you’ll receive an email advising you of the status of your payment.

What should I do if I get an error when I try to make a payment?

A payment error could be due to your credit card or because we were unable to process your payment due to system maintenance. Please try our Payment Methods or try again later.

To avoid making multiple payments—before you try again, please check your payment history* to confirm that your initial payment did not go through.

To check your payment history:

  1. Sign in to My Account.
  2. Under View/Pay My Bill, select Payment history.

Your payment history may take up to 1 business day to update.

I use pre-authorized chequing from my bank account to pay my bill. What happens if my payment is not processed?

If the payment from your bank account is unsuccessful (i.e. you don’t have sufficient funds in your bank account), you’ll receive a Returned Payment Charge.*

If a bank error has occurred, please contact your bank for assistance.

Tip: If you recently opened a new bank account, remember to update your automatic payment information in My Account.

* The Returned Payment Charge is not applicable to residents of Québec.

I use pre-authorized credit card payments to pay my bill. What happens if my credit card payment is not processed?

If your pre-authorized credit card payment is unsuccessful, you’ll receive a Returned Payment Charge.* To avoid this from happening, make sure the credit card information for your automatic payment method in My Account is up to date.

Tip: If you recently changed your credit card, remember to update your automatic payment information in My Account.

*The Returned Payment Charge is not applicable to residents of Québec.

Payment Arrangements

If you’re unable to pay your balance in full, you may negotiate a Payment Arrangement to clear your account balance. Please contact us to make a payment arrangement.

Tip: To keep your account from being suspended, make sure to follow the date(s), amount(s), and method of payment you agreed to in your payment arrangement.

What happens if I was only able to pay a portion of my payment arrangement?

If you can’t fulfil the payment amount originally stated, your payment arrangement will need to be renegotiated. Please contact us.

Keep in mind: Altering any details of your payment arrangement could result in a late payment, and your payment arrangement commitment may not be met.

I completed my payment arrangement with a different payment method than what I originally stated. How will this impact my account?

It’s always best to stick to the payment method you agreed to in your payment arrangement. Because different payment methods have different payment-posting timelines, altering any details of your payment arrangement could result in your payment being received later than expected. A late payment may result in your payment arrangement commitment not being met and your account being suspended.

If you’re unable to fulfill your originally agreed-upon payment method, you can make a one-time payment via Visa Debit, Debit MasterCard, or credit card by signing in to My Account selecting View/Pay My Bill and following the prompts.

What happens if I don’t make the agreed-upon payment in full?

Failure to respect the agreed-upon terms of the payment arrangement may result in collection activity, including account suspension or cancellation. Your service(s) will be suspended or cancelled in accordance with your previously provided notice of disconnection.

Missed payment arrangements may results in the following impacts to your account:

  • Restoral Fee:  You’ll need to pay a one-time fee to restore service to your account.
  • Collection activity: To delay collection activity on your account, we recommend that you make a payment that complies with your original payment arrangement.
  • Account Processing Fee (APF): Your account may be subject to an Account Processing Fee when your service is suspended for non-payment.

How to Update Payment Method

    1. Sign into your My Account area.
      • If you’re experiencing difficulties signing in, you can recover your username or password.
      • Don’t have an account? Sign up for one of our Nexus Plans and log into your account.
    2. Select Payment Methods.
    3. Select the payment method in the dropdown menu, and then enter your new payment information in the fields provided.
    4. Click Update Payment Method.

    Pre-Authorized Credit Card

    You must update your credit card information at least 1 business day before the date your credit card is to be charged, as indicated on your bill. If you’re setting up pre-authorized payments for the first time, the automated credit card payment will not be effective until your next billing cycle. To avoid missing a payment, you may want to arrange for a one-time payment of your current balance.

    Pre-Authorized Debit

    If you process the change in the My Account area, the information must be updated 1 business day before the payment due date indicated on your bill. However, if you mail in your request, a pre-authorized chequing change can take up to 6 weeks to process. If you’re setting up pre-authorized payments for the first time, the automated payment may not be effective until your next billing cycle. To avoid missing a payment, you may want to arrange for a one-time payment of your current balance.

    When mailing in your request for a change to your pre-authorized chequing method, only cheques and direct deposit forms from Canadian financial institutions are accepted.

    You can avoid the requirement for a cheque or direct deposit form altogether by making your pre-authorized chequing change online through the My Account area.

     

How to Set Up Automatic Bill Payments

Pre-Authorized Debit

  1. Sign in to My Account.
  2. Select Payment Methods.
  3. Select Pre-authorized debit (Canadian banks only) in the drop-down menu.
  4. Enter your payment information in the fields provided. It may take up to 1 full billing cycle for your first pre-authorized bill payment withdrawal. If you have a balance due on your account, you can make a one-time payment to avoid late payment fees.
  5. Select Continue then Update Payment Method.

Your payment details will be available in the My Account area under View/Pay My Bill. It may take 1 business day for your payment history to update.

Pre-Authorized Credit Card

Online

  1. Sign in to My Account
  2. Select Payment Method, then select Set up automatic payments.
  3. Select Pre-authorized Credit Card in the drop-down menu, and then enter your payment information in the fields provided. It may take up to 1 full billing cycle for your first pre-authorized bill payment withdrawal. If you have a balance due on your account, make a one-time payment to avoid late payment fees.
  4. Select Continue then Update Payment Method.

Your payment details will be available in your payment history. It may take 1 business day for your payment history to update.

When do you take pre-authorized payments?

For Dunn Vision Telecom 12-digit account numbers:
Your pre-authorized payment withdrawal date will be on the 1st or the 15th of each month depending on the date that your account was set up. You will find the date under the heading My Bill at the top left-hand corner with a message “Thank you for pre-authorizing your payment. We’ll charge this amount to your credit card on or after MMM DD, YYYY.”

How to Make One-Time Payments

Credit Card/Prepaid Credit Card/Visa Debit/ Debit Mastercard

  1. Sign into My Account.
  2. Select View/Pay My Bill.
  3. Enter the payment amount and select Pay with a credit card, Visa Debit or Debit Mastercard, then enter your payment information in the fields provided.
  4. Verify the payment information is correct.
  5. Once confirmed, select Pay now. Check the box if you are interested in using this credit card to sign up for automatic monthly payments. Your payment will begin processing.
  6. Select Done.

We’ll send you an email confirming your payment that will include your authorization number. A record of your payment will show up in your Payment History within 1 business day.

Interac Online Payments

If your card has both the Interac logo and a Visa Debit or Debit MasterCard logo, choose the Pay with a credit card, Visa Debit or Debit/Mastercard option.

Online

  1. Sign into My Account area.
  2. Select View/Pay My Bill.
  3. In the Make a payment window, enter the payment amount and select Pay with Interac® Online, then click Pay with Interac.
  4. If you have selected the Interac Online option, you will be taken to the Interac site. Select your bank. (If your bank is not listed, then it doesn’t support Interac Online.)
  5. Sign in to your bank’s website and provide the required information for the transaction. When completed, a confirmation will prompt you that your payment has been received.
  6. Select Done.

We will send you an email confirming your payment that will include your authorization number. A record of your payment will show up in your Payment History within 1 business day.

via Financial Institutions

  1. Check with your bank to see if they accept payments for Dunn Vision Telecom accounts.
  2. Select View/Pay My Bill.
  3. In the Make a payment window, enter the payment amount and select Pay through your bank.
    You will see the Dunn Vision Telecom Payee Name and your Account Number listed. You will need that information when you log in to your online banking site.
  4. Click on your financial institution and log in to their online banking site. (If this is the first time you are making an online payment to Dunn Vision Telecom, you will need to add us as a payee.)

Online Banking

  1. Check with your bank to see if they accept payments for Dunn Vision Telecom accounts.
  2. Sign in to your online banking, and make a payment. (If you recently changed accounts or added more Dunn Vision Telecom services, please update your payee list with your current Dunn Vision Telecom account number.)
  3. If this is the first time you are making an online payment to Dunn Vision Telecom, you will need to add us as a payee. You can verify your Dunn Vision Telecom account number at the top left of your bill before selecting the payee name:
    • DUNN VISION TELECOM (12 DIGIT ACCOUNT NUMBER)
    • DUNN VISION TELECOM (9 DIGIT ACCOUNT NUMBER)
    • DUNN VISION TELECOM (6 DIGIT ACCOUNT NUMBER)
  4. Enter your Dunn Vision Telecom account number.

When making your payment through the bank, please allow 3–5 business days for processing. A record of your payment will show up in your Payment History within 5 business days.

Other Payment Options

By Phone

You can call Dunn Vision Telecom at 1 800-828-9497 and follow the prompts to make a credit card, Visa Debit, or Debit Mastercard payment.

By Cheque through Mail

Make your cheque payable to your “Dunn Vision Telecom [9 digit account number] or Dunn Vision Telecom [12 digit account number]” Please write your Dunn Vision Telecom account number on your cheque and mail to:

Dunn Vision Telecom
300-1315 Pickering Parkway
Pickering, ON
L1V 7G5

How to Make a Payment

Whether you subscribe to online billing or not, the fastest and most convenient way to pay your bill is through My Account.

You can find your current payment due amount under the View/Pay My Bill heading at the top left-hand corner of your online bill OR on the first page of your paper bill, under What is the total due? heading.

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