If you have received a reminder but your account is in credit (or has a credit available), this is likely caused by a payment being made on account i.e. not allocated to specific bills. There are a variety of reasons this can happen such as:
- A payment was made without it being apparent which bills to apply the payment to, or
- The allocation of a previous payment has become unallocated for another reason.
In these instances, though the account may have a credit balance or an open credit (a credit that has not been allocated), our system will generate reminders for outstanding bills.
In the event that you have received a reminder but there is credit available on the account, email firstname.lastname@example.org with instructions to allocate the credit against any bills.
We do not automatically apply credits to bills without prior instruction as doing so can lead to incorrect bills being settled.