Understanding your bill
On this page, I’ll explain how your bill works. Sometimes your bill may look different, for example if you’ve changed your bundle or renewed your plan. I’ll explain that too.
View your bill
Your bill will be ready around the 15th of each month. It covers the previous month because I bill you afterwards. For example, your bill dated 15 March covers your charges from February. You can find all your bills in Ik Ben or the Ben app.
Pay your bill
I always bill you one month later. This means you’ll never pay too much. I’ll automatically debit the amount from your bank account around the 23rd of the month. Did the payment fail? I’ll explain what you can do.
Charges on your bill
Your bill shows different types of charges. Select a topic to find out more.
These are the fixed charges for the bundles you’ve chosen, such as:
- Your data bundle
- Your minutes and texts bundle
- Your internet speed
- Your customer benefit, if you’ve signed up for it
- Any discounts
Have you chosen different bundles? Or did your renewed plan start during the month? Your bill will then show charges for both your old and new bundles. You pay for each bundle based on the number of days you used it.
The dates next to the bundles show the period you were charged for.
These are charges for usage outside your bundle. For example, if you use more minutes, texts or MBs than your bundle includes, or if you buy something extra. This can include:
- Calling or texting an international number from the Netherlands
- Calling, texting or using mobile data outside the EU
- Calling service numbers, such as 0900 numbers
- Making a purchase from the Google Play Store
Good to know: Bewust Online is turned on as standard. This stops you from spending more than €5 on extra usage in the Netherlands and the EU. Outside the EU, the limit is €30. Want to change this? You can do so in My Ben.
Calls within the Netherlands
Have you used more minutes than your bundle includes? You’ll see the extra charges on your bill. You may also be charged if you still have minutes left. For example, if you call an international number or a service number, such as an 0900 number. You pay these charges to the service number provider. You’ll usually hear this at the start of the call.
Want to know exactly where the charges came from? Check the itemised section of your bill, starting on page 2.
Texts and other third-party purchases
These are all texts that aren’t included in your bundle, as well as purchases from other companies. For example, something you bought from the Google Play Store and paid for through your Ben bill. You’ll see this purchase on your bill.
Making and receiving calls abroad
Do you make calls or use mobile data outside the EU? Or do you receive a call there? You’ll pay extra charges. You’ll also pay extra when calling an international number from the Netherlands.
The itemised section of your bill, starting on page 2, shows exactly where the charges came from. Sometimes you’ll see usage both within and outside your bundle. This is usually due to an extra charge for making calls or using mobile data in that country.
You’ll usually find one-off charges under ‘Other charges’. For example:
- Buying an MB Extra or Day Pass
- A replacement SIM card
- A new mobile number
Do you have a mobile phone with your plan and pay for it in monthly instalments? You’ll see this on your bill as device credit.
If you paid off the remaining amount in one payment, you’ll also see it here.
All amounts on your bill include VAT.
Do you use your plan for business? VAT will be shown separately on your bill.
Itemised bill
The other pages show exactly what you’ve used.
Please note: you can’t view itemised bills that are more than six months old. You also can’t request this information again.
Here you’ll see all calls made with your Ben SIM card. This includes the phone numbers you called within the Netherlands. For each number, you can see when the call took place, how long it lasted and whether it was included in your bundle.
A call is not included in your bundle if you’ve used all your minutes or if you call a paid service number.
Below the list, you’ll see the total number of minutes you called. This may be different from your usage because I round calls of less than one minute up to a full minute.
Here you can see which days you used data from your bundle and how many MBs you used each day. Did you continue using mobile data after your bundle ran out? You’ll see the extra charges here.
Here you can see all calls and texts I’ve recorded while you were abroad. For each call or text, you’ll see the phone number, date and time. For calls, you’ll also see how long the call lasted.
You’ll also see columns for usage within and outside your bundle. If you were in an EU country and still had minutes or texts left, your usage will appear in the first column. In some countries, you pay an extra charge. Switzerland is one example. Your usage is taken from your bundle, but you also pay an extra charge.
Here you can see how much mobile data you used each day in an EU country.
The charges column shows whether your usage was within or outside your bundle. Were you in an EU country and still had MBs left? Your usage will appear in the first column. In some countries, such as Switzerland, you pay an extra charge per MB. The MBs are taken from your bundle, but you also pay an extra charge.
At the bottom of the column, you’ll see the total number of MBs used.
Here you can see all calls and texts I’ve recorded while you were outside the EU. For each call or text, you’ll see the phone number, date and time. For calls, you’ll also see how long the call lasted.
You’ll also see a column showing whether the usage was within or outside your bundle. All usage outside the EU falls outside your bundle.
Here you can see how much mobile data you used each day outside the EU. You can also see how much you were charged for your data use each day.
Your data bundle doesn’t apply outside the EU. That’s why all these charges are shown as outside your bundle.
Renewing or changing your plan
Did your renewed plan start during the month?
If you renewed your plan during the month, you’ll see charges for two bundles on your bill. You pay for your old and new bundles based on the number of days you used them. So you don’t pay twice.
Did you renew your plan with a new mobile phone? I’ll charge you a one-off fee of €8.83. This is the statutory private copying levy.
Did you change your bundle during the month?
You’ll also pay for your old and new bundles based on the number of days you used them. Did you upgrade your bundle? Your new bundle starts right away. Your bill shows the date it started.
Frequently asked questions
Your bill will be available in Ik Ben and the Ben app around the 15th of the following month.
For example, the bill dated 15 March covers your charges from February.
I’ll automatically debit the amount from your bank account around the 23rd of the month. If the payment doesn’t go through, read the question below to find out what you can do.
Sometimes I can’t automatically debit the amount from your bank account. Don’t worry. I’ll try again seven days later.
If the second payment also fails, I’ll send you an email explaining how to pay with iDEAL | Wero. You’ll then have 15 days to pay the amount.
That can happen. I’m happy to help you find a solution. You can pay the outstanding amount in instalments with a payment plan.
You can request a payment plan if:
- You owe at least €20
- You’ve already paid at least two bills
- Your plan is still active
Do you meet these conditions? You’ll automatically see the option to request a payment plan in My Ben or the Ben app.
If you still haven’t paid after 15 days, I’ll send you a payment reminder. You’ll also have to pay a €15 debt collection fee. From then on, you won’t be able to call 0909 or 0906 numbers.
If you still haven’t paid seven days later, I’ll block your connection. You won’t be able to make calls, send texts or use mobile data.
Please note: Has your plan been cancelled because you didn’t pay? You won’t be able to reactivate your connection, and you’ll lose your mobile number.