Your Bill Explained

Your Bill Explained

What can we help you with?

Here you will find all the information you need to understand your bill, when and how to make your monthly payments, and answers to any billing questions you may have.

You are always billed for the usage which you make the previous month. Billing includes any usage, charges, discounts, refunds and payments made from the first day until the last day of the previous month. Meaning that, any bill which you receive will show the previous month as the ‘Usage Billed For’ in the top section of your invoice.

The first page lists a summary of all charges explained further on the following pages.

Your invoice includes…

Your invoice is divided into different sections reflecting different types of charges, as shown below.

i Hover over the below sections

1. Your Invoice Details

Your account number and invoice number are on the first and second page of your bill. These details can be used when seeking assistance from our Care Team about any bill, or when making a payment towards an invoice.

2. Usage Billed For

You are always billed for the usage which you make the previous month. Billing includes any usage, charges, discounts, refunds and payments made from the first day until the last day of the previous month. Meaning that, any bill which you receive will show the previous month as the ‘Usage Billed For’ in the top section of your invoice.

3. My Pay Monthly Plan(s)

This reflects your Pay Monthly Plan and the fixed monthly price of that plan. The price is inclusive of VAT but does not include Excise Tax, which will be billed in a different section.

For the first month of your plan, your monthly access fee will be pro-rated from the day of activation until the last day of that month.

4. Extra Usage in Malta

If you are not subscribed to an Unlimited Plan and exceed your local monthly allowance, this section will list charges incurred for the extra usage made at the out of bundle rate.

These charges could include Voice Calls, SMS, Mobile Data and any other additional service which is not included in your Plan, such as WebSMS and MMS.

5. Extra Usage to International Numbers

Calls and SMS to International Numbers while in Malta, which are not covered by your Monthly Plan, will be billed in this section according to the rates outlined in your contract. More information on International Rates is available at https://www.epic.com.mt/calling-abroad/

6. Extra Usage While Abroad

Travelling in EU:

If you had travelled in the EU and exceed any of your bundles, you will be charged at the standard local rates for out of bundle usage made there.

Travelling outside EU:

Standard world rates for non-Traveller Countries. These rates are available here.

OR

The daily Traveller charge for days when you used your phone, listed according to the first usage made each day. Information on Traveller is available here.

7. Service Charge

This section will include any additional charges, such as Administrative Fees for not subscribing to Direct Debit or e-billing.

8. Other Charges, Discounts or Refunds

Any additional charges for the previous month will be listed here.

If you also had a discount or a refund applied the previous month, these will feature in this section as a negative balance and will be deducted from the overall bill.

9. Excise Tax

4% Excise Tax will apply on the overall total of the invoice.

10. Balance outstanding as at invoice date
This is the amount that needs to be paid. It includes the amount of your current bill and any previous pending bills.

Your invoice includes…

Your invoice is divided into different sections reflecting different types of charges, as shown below.

i Scroll through the below sections.

1. Your Invoice Details

Your account number and invoice number are on the first and second page of your bill. These details can be used when seeking assistance from our Care Team about any bill, or when making a payment towards an invoice.

2. Usage Billed For

You are always billed for the usage which you make the previous month. Billing includes any usage, charges, discounts, refunds and payments made from the first day until the last day of the previous month. Meaning that, any bill which you receive will show the previous month as the ‘Usage Billed For’ in the top section of your invoice.

3. My Pay Monthly Plan(s)

This reflects your Pay Monthly Plan and the fixed monthly price of that plan. The price is inclusive of VAT but does not include Excise Tax, which will be billed in a different section.

For the first month of your plan, your monthly access fee will be pro-rated from the day of activation until the last day of that month.

4. Extra Usage in Malta

If you are not subscribed to an Unlimited Plan and exceed your local monthly allowance, this section will list charges incurred for the extra usage made at the out of bundle rate.

These charges could include Voice Calls, SMS, Mobile Data and any other additional service which is not included in your Plan, such as WebSMS and MMS.

5. Extra Usage to International Numbers

Calls and SMS to International Numbers while in Malta, which are not covered by your Monthly Plan, will be billed in this section according to the rates outlined in your contract. More information on International Rates is available at https://www.epic.com.mt/calling-abroad/

6. Extra Usage While Abroad

Travelling in EU:

If you had travelled in the EU and exceed any of your bundles, you will be charged at the standard local rates for out of bundle usage made there.

Travelling outside EU:

Standard world rates for non-Traveller Countries. These rates are available here.
OR

The daily Traveller charge for days when you used your phone, listed according to the first usage made each day. Information on Traveller is available here

7. Service Charge

This section will include any additional charges, such as Administrative Fees for not subscribing to Direct Debit or e-billing.

8. Other Charges, Discounts or Refunds

Any additional charges for the previous month will be listed here.

If you also had a discount or a refund applied the previous month, these will feature in this section as a negative balance and will be deducted from the overall bill.

9. Excise Tax

4% Excise Tax will apply on the overall total of the invoice.

10. Balance outstanding as at invoice date

This is the amount that needs to be paid. It includes the amount of your current bill and any previous pending bills.

Making A Payment

Direct Debit

If you have set up Direct Debit for your account, you do not need to make a manual payment. The amount will be automatically deducted from your bank account on the last working day of each month.

You will still receive your invoice and see the pending balance as of that month on the Epic App and website.

Other methods of payment

Your payment due date is listed on the first page of your invoice. Payment should be affected by this date to avoid suspension of line and late payment fees as explained in the terms of your contract.

Online payment: You may make a payment on our website, by clicking on Pay My Bills.
Internet Banking: You can make a payment from your bank’s bill payment facility, to one of the accounts listed on the first page of your invoice. Please make sure to include both your account and invoice number when making an Internet Banking payment. This may take 3 days to be processed.
Payment at a Store: You may also affect payment by visiting an Epic Outlet with your ID Card

Payment Issues

Direct Debit issues

Your bank will inform Epic if your payment through Direct Debit was not successful. We will send you an SMS to inform you of this, after which you should:

1 Make a manual payment through our website, Internet Banking or at a store, within 7 days to avoid suspension of your line.

2 Check with your bank to see why it was not successful, or if your bank card details have changed, you can visit an Epic store with your ID Card to update them.

Other methods of payment issues

Online Payment: Our website and Epic App will display an Unsuccessful Payment message if your payment does not go through. If this is the case, please check that you are entering your bank card details correctly. You can also amend any expired Bank Card details from the My Profile section and then proceed to make the payment.
Internet Banking: Please ensure that you enter your account number, and the invoice number towards which you are making a payment, when using Internet Banking. Both of these can be found on the first page of your monthly bill. Should the amount not be deducted from your pending balance within 3 working days, you may contact our Customer Care with full details of your transaction so we can assist with the way forward.
Payment at a Store: You are requested to present your ID card when visiting a store to make a payment towards your bill, and will be given a receipt for the amount settled.
If your line has been suspended due to overdue bills, click here to make your payment and advise us, so we can reactivate your services.