BPay Exceptions FAQ's

What is this message on my Synergy account?/ Why have I received this message? / Why are you contacting me?

When you paid your last Synergy account via BPay, the payment number entered was incorrect.  Whilst payment was processed on this occasion, future payments may not be accepted if an incorrect number is used. Therefore, to ensure future payments are processed, you should update your BPay payment details with the correct payment number, located on the bottom right hand corner of your Synergy bill.

 

What will happen if I do not update my payment number details?

If your payment number details are not updated our records will indicate that your account has not been paid and will enter into collections.  This may result in additional late fees being charged.

 

I’ve used this number many times, why haven’t I been notified earlier?

Up until now we have had the facilities to perform the reallocation of monies received to the correct account.  However this is no longer possible.  As such, if your payment number details are not updated, payment will be not be directed to the correct account and you may be issued with a reminder notice and incur late charges.

 

Why will the payment no longer be processed when I have used these details before?

We have been allocating the funds to the correct account on your behalf.  However, it is now no longer possible to do so. As such, future payments made against an incorrect payment number will not be processed.

 

Should I expect to receive more messages like this?

If your payment number details are not updated you may receive another bill message.  Whilst payments have been redirected on this occasion, future payments made against an incorrect payment number will not be able to be processed. 

 

I’m having trouble making payment, what should I do?

We’re here to help you during tough times. If you’re having problems paying your energy bill on time, please contact us as soon as possible on 13 13 53. We’ll work out a payment solution with you, and help to keep your power connected.

 

What other payment options are available?  

Synergy offers a wide range of payment methods to suit your needs – including the convenience of online payment through My Account.

 

Please refer to our payment options page for a full list.

* Please note payments made by credit card will incur a Merchant Service Fee of 0.7%. Exclusions apply.

Bill message sample

Please refer to the image below for a sample of the bill message.