Account Maintenance Print

• Close Account

  • How do I close my account?

    To close your account the balance must be repaid in full.

    If the account is joint then confirmation must be provided by both the Primary and Joint cardholders in order to close the account.

    Please phone our Customer Service centre on 0800 10 11 70 to close your account.

  • What if I want to reopen it later?

    To request for your account to be reopened once it has been closed please phone our Customer Service centre on 0800 10 11 70. Please be aware that we may be required to ask you for information relating to your current employment, income and household expenditure.

    Once approved, reactivation will be actioned immediately.

• Personal details

  • My name has changed – how do I update this on my account?

    A Change of Name form needs to be completed and returned to the following address:

    Retail Financial Services
    111 Carlton Gore Road
    Newmarket

    Auckland 1023
    
    or
    
    

    Private Bag 94013

    Manukau 2241

    Auckland

    If you are unable to print the online form please phone our Customer Service centre on 0800 10 11 70

  • My contact information has changed – how do I update this?

    Please log in to Online Services or phone our Customer Service centre on 0800 10 11 70 to update your contact information.

  • How do I change my address?

    Please log on to Online Services or phone our Customer Service centre on 0800 10 11 70  to change your mailing address.

  • The name on my account is incorrect - how do I update this?

    Please phone our Customer Service centre on 0800 10 11 70 to have the spelling of your account name corrected.

  • The date of birth on my account is incorrect – how do I update this?

    Please phone our Customer Service centre on 0800 10 11 70 to have the date of birth on your account corrected. You may be asked to provide you Drivers License, or another form of ID, as confirmation.

  • How do I authorise someone to access my account information?

    To authorise an individual to access information contained on your account please phone 0800 10 11 70 to obtain an Authorised Person Form.

    Once you have completed and returned the form to us, the authorised person’s details will be recorded on your account, and will allow us to identify him or her on occasions when he or she contacts us regarding your account.

    Note that authorised persons can access information contained on your account but are unable to alter it.

• Reactivate closed account

  • I closed my account but now I want to reopen it. How do I do this?

    To request for your account to be reopened once it has been closed please phone our Customer Service centre on 0800 10 11 70. If approved, reactivation will be actioned immediately.

  • I haven’t used my account in years. Is it still open?

    Your card may have expired or your account been closed due to lack of use.

    To request for your account to be reopened once it has expired please phone our Customer Service centre on 0800 10 11 70.  If approved, reactivation will be actioned immediately.

  • My account expired. How do I reactivate it?

    To request for your account to be reopened once it has expired please phone our Customer Service centre on 0800 10 11 70.  If approved, reactivation will be actioned immediately.

• Credit balance

  • What do I do if my account is in credit?

    Credit balances contribute to your available credit, so a credit balance will be automatically put toward your next purchase or account fee charge.

    If you would like your credit balance refunded please phone our Customer Services centre on  0800 10 11 70 and have your bank account details ready.

  • How can I tell if my account is in credit?

    If your account is in credit a “-“ (minus) symbol will appear before the closing balance on your statement.

• Refunds

  • How do I get a refund?

    A refund can be performed when there is a credit balance on your account or in special circumstances, for example, when payments are made to your account in error. To request a refund please phone our Customer Services centre on 0800 10 11 70 and have your bank account details ready.

  • Can I get a refund sent to someone else?

    A refund can be actioned to someone else only in cases where the payment is sent back to the bank account from which it originated.

    In all other cases refunds are sent to the customer, who can then forward the funds to the appropriate parties.