1. Why does CIK bill upfront charges before my service is working?

Two types of charges are billed:
First time - Order Payment:
To process your order, you must make a payment which can include some or all of the following:
  • Processing Fee (Including an Activation fee and/or a Shipping fee and/or a Handling fee)
  • Equipment Purchase
  • Security Deposit
  • Equipment Deposit
  • Monthly invoice charge
CIK invoices are generated on the first day of each month and include last month variable charge such as long distance plus this month fixed monthly fee.
Your first CIK invoice might be higher as it might include a charge from 2 different months, from the day your service is activated till then end of next month.

2. What are the payment options for my monthly invoice?

You can visit My CIK portal to make a payment for your monthly invoice, or you might select the following options:
  • Pay by Pre-Authorized Debit (PAD) from your bank account - You need to fill up a PAD form and send back to care.cs@ciktel.com. Your invoice payment will automatically be withdrawn from your bank account on the 2nd of every month. If the 2nd falls on a weekend or public holiday, the withdrawal will occur on the next business day. Please make sure you have sufficient funds in your bank account to avoid non-sufficient funds (NSF) charge from your bank on both you and us.
  • Provide a credit card and authorize CIK to charge your card automatically
  • Make payment online by credit card from your My CIK account
  • Make payment by credit card over the phone by contacting our Customer Service Department (select the Billing and Payment prompt)
  • Make a payment from your online banking and select payee as CIK Telecom Inc. For payment processing, the following banks are available; TD Bank, National Bank, Scotia Bank, Royal Bank, CIBC and HSBC. Please allow our Accounting Department a minimum of twenty four (24) hours to receive the proof of payment from the bank
  • Pay by cheque – please mail a cheque at least ten (10) days prior to the invoice due date
  • Pay by cash or debit – accepted at each CIK customer support centre, corporate stores or authorized dealer stores. To check available locations in your area, please click here.
We appreciate timely payments to avoid service interruption

3. When will my credit card be charged if I have selected pre-authorized credit card payment?

Your credit card will be charged on the second day of each month

4. When would my bank account be charged if I have selected pre-authorized bank payment?

The monthly invoice amount will automatically be withdrawn from your bank account on the tenth (10th) of every month. Please make sure you have sufficient funds in your bank account. If the withdrawal is declined, CIK will applied a $20 non-sufficient funds (NSF) charge onto your service account, and your bank will also charge you for the non-sufficient funds.

5. When is the payment due date for my monthly bill?

Your monthly invoice payment due date is on the second (2nd) of the month. For the Pre-Authorized Debit (PAD) payment, if the 2nd falls on a weekend or public holiday, the withdrawal will occur on the next business day.

6. Can I change my payment method?

Although PAD (Pre-Authorized Debit) and automatic credit card billing are the most popular payment methods selected by our customers, we also provide other payment options such as online credit card payment from My CIK account, online banking, by cheque or by cash payment. Customers can switch between different payment methods, however if you want to switch to a non pre-authorized payment option, we recommend you pay a one to two (1-2) month service deposit fee to avoid any service interruption due to unexpected circumstances

7. How long will it take to reconnect my service after my overdue invoice is paid?

If your service was suspended due to an unpaid invoice(s), the service would be restored within twenty four (24) hours once your payment is received. If an internet disconnection request has been sent to our provider, there is a $65 reactivation fee and it takes five to seven (5-7) business days to reactivate the service

8. Why am I charged late payment fee?

If you are not on an automatic payment method and your payment is not received by the first day of next month, a late payment charge of 1.5% will be added to your invoice.
If you are making an online banking payment, please allow twenty four (24) business hours before the payment is posted to your account. If you are sending cheque, please allow ten (10) days before the payment is posted to your account

9. If I have an unresolved technical issue, should I still pay my invoice?

Yes, please pay your invoice by your due date. A credit can be applied to your account depending the length of the service downtime. However if you have an overdue invoice(s), you would have first, pay in full first before any credit will be given

10. When can I get my service deposit back?

If you have paid a service deposit and you have switched to pre-authorized bank or credit card payment, you might contact our Customer Service Department to request it to be released

11. When can I get the equipment deposit back?

If you signed up between January 1st, 2005 and December 31st, 2010, and have rented equipment, your equipment deposit can be returned if you upgrade the equipment to the latest model. The deposit will be converted to the current purchase option. If you are upgrading service from a single service to a bundle service and select yearly payment, the deposit will be converted to part of the yearly payment. Your old equipment does not need to be returned

12. What would happen if there is a problem with my payment or if my payment is declined?

If your payment is declined, we will first contact you by email. If you do not respond within seven (7) days, we will contact you by phone. If we cannot reach you by phone by the twenty-fifth (25th) of the month and there is no service deposit on your account, your service will be suspended. If we still cannot reach you on the first (1st) day of the next month, and there is no service deposit on your account, your service will be disconnected. If you are aware and you cannot make your payment on time, it is very important to notify our Customer Service Department ahead of time.

13. How do I pay my monthly invoice?

At the 2nd day of every month we will send out email notice for your current invoice and you can check your detailed invoice online from my CIK portal, to make payment for your monthly invoice, you might select the following options:
  • Pay by Pre-Authorized Debit (PAD) from your bank account - You need to fill up a PAD form and send back to care.cs@ciktel.com. Your invoice payment will automatically be withdrawn from your bank account on the 10th of every month, if the 10th falls on a weekend or public holiday, the withdrawal will occur on the next business day. Please make sure you have sufficient funds in your bank account to avoid non-sufficient funds (NSF) charge from your bank on both you and us. (Note: effective December 1st, 2015, Pre-Authorized Debit (PAD) payment processing time will be changed to 2nd of every month. If the 2nd falls on a weekend or public holiday, the withdrawal will occur on the next business day.)
  • Provide credit card and authorize us to charge automatic
  • Make payment online by credit card from my CIK account
  • Make payment by credit card over the phone by calling our customer service and selecting billing and payment.
  • Make payment from your online banking and select payee as CIK telecom from all of major Canadian banks including (TD, National bank, Scotia bank, Royal bank, CIBC and HSBC) and put your order ID as account, please allow 24 hours for us to receive payment from the bank.
  • Pay by Cheque – please send out the cheque as early as possible.
  • Pay by Cash or Debit – it is accepted in each CIK customer support centre, corporate sores or authorized dealer stores. To check available location in your area, please click here
Due to all of our service profit very low, we appreciate you making payment on-time to avoid service interruption. For Cable internet service once service disconnected, restoring service would need to pay reactivation fee 65$ with 7 business days. You might keep 1 month service deposit with us in order to avoid service interruption due to non-payment.

14. How do I update my credit card online?

Please login at My CIK account and follow the directions. Click here

15. How do authorize CIK to charge my invoice via my bank?

Download the PAD form, print and sign it
Attach a void cheque
Scan both documents above and send to care.cs@ciktel.com with your account ID, or mail to Att: Accounting Department, 241 Whitehall Drive, Markham, ON, L3R 5G5

16. Will CIK send any confirmation email or receipt when I make a payment by credit card?

A confirmation email will be sent to you once you make a credit card payment for an order payment or an online monthly invoice. However for a pre-authorized monthly invoice payment by credit card, no confirmation email will be sent.

17. How does CIK refund me?

If your invoice or deposit was made by credit card, it will be refunded back to the credit card. If a payment was made by bank transfer, cheque or cash, a refund cheque will be mailed to you.

18. How long does CIK complete refund?

For orders which are cancelled before any hardware is shipped, a refund would be done within five (5) business days.
For orders with equipment already mailed or other refund requests, it takes four to five (4-5) weeks to process the refund.