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How to Request an Updated Account Statement

Summary This article explains how to request an updated account statement and the typical actions our billing team takes when statements are updated, credits applied, or payment information is provided.

How to Request an Updated Statement

Please send an email request to the relevant Accounts team. To assist us in locating your account quickly, include your company name and account reference number.

You may also download statements directly from the customer portal for Service or Rental accounts.

Email Addresses

Information to Include in Your Request

To avoid delays, please include:

  • Proof of Payment (POP) or remittance advice (for payment allocation)
  • Invoice numbers or credit references that may be missing
  • Supporting attachments expected to reflect on the statement (e.g., credit notes, amended invoices, previous correspondence)

Common Reasons for Issuing an Updated Statement

  • Payments received and allocated, showing the remaining balance
  • Credit notes issued to correct billing discrepancies or overcharges
  • Updates to contact or billing email information
  • Corrections following billing reviews

Typical Account and Billing Behavior

  • Once payments are allocated, an updated statement will be issued
  • Credit notes issued for billing corrections will be reflected on an updated statement
  • Supporting documentation is required where invoices or credits are missing
  • If attachments cannot be opened, the Accounts team will resend the documentation

Cancellation Guidelines

Telecoms

  • Month-to-month contracts require 90 days’ written notice
  • Settlements may apply if within a fixed contract term
  • Extensions or licenses remain billable until cancelled in writing

Mantino Financial Services (Rental)

  • Month-to-month contracts require 30 calendar days’ written notice
  • Settlements apply if within the contract term
  • Equipment will be collected after notice period or settlement payment
  • Billing continues if no written cancellation is received or equipment is not collected or settlement is not paid

Mantino Trading (Service)

  • Month-to-month contracts require 30 calendar days’ written notice
  • Settlements apply if within the contract term
  • Accounts remain active and billable if written cancellation is not received and if the settlement due is not paid.

Credit Processing

  • Supporting documentation (e.g., status page, POP) is required before credits are applied
  • Once processed, a credit note and updated statement will be issued

What to Expect After Submitting a Request

  • The Accounts team will provide portal login details, or request additional information
  • Payment allocation confirmations will include the updated balance and any relevant account status updates

Troubleshooting Tips

  • Confirm the contact email if the statement is not received
  • Check your junk/spam folder for delivery issues
  • Request a resend if attachments cannot be opened
  • Include invoice numbers and relevant dates when disputing charges

Summary

For All Statements

  • Provide POP for payment allocation
  • Include invoice numbers for disputed charges
  • Credits for overbilling require supporting documentation