faqs

You can view our terms and conditions here or a handy overview of our fees and charges here.

Customers may be charged fees such as establishment fees, arrears fees, card replacement fees, and variation fees to cover the operational cost of providing services. All credit fees are supported by detailed costing justifications.

We have carefully reviewed all costs and losses that we have incurred as a result of customers not making the payment to us on due date. By adopting this approach no customer is charged more than what it has cost us as a result of their failure to pay on due date at any given point in the collection cycle.

The basis under which we set default fees is subject to regular internal and external review.

If you would like to discuss a variation please phone our Collections team on 0800 588 188 or (09) 580 7270. If the arrears are paid and the account is brought back up to date the arrears process ends and fees stop being charged.

Fees form a part of the normal card balance and can be paid as a part of your normal repayments.

During the application process all Farmers Finance Card customers receive a copy of our Terms and Conditions. This contains all Credit Fees relating to the Farmers Finance Card. Any fees relating to additional services provided by Farmers Finance can be found in the Terms and Conditions of that service (i.e. Insurance).

A Variation Fee of $15.00 is charged on the variation of the repayment terms of any of your financial contracts.

Absolutely not. The fee is charged to compensate us for the costs and losses we have incurred as a result of customers not making their payment on the due date. We do not generate additional income from credit default fees.

Farmers Finance Card fees are charged in three stages:

Stage 1: $15.00 charged at 20 days overdue.

Stage 2: $15.00 charged at 45 days overdue.

Stage 3: $15.00 charged at 95 days overdue.

If the arrears are paid and the account is brought back up to date the arrears process ends and fees stop being charged.

Please note that effective as of 5th March 2012 an additional stage (charged at 66 days) has been removed. Fees are correct as at 5th March 2012.

During the application process all Farmers Finance Card customers receive a copy of our Terms and Conditions. This contains all Credit Fees relating to the Farmers Finance Card. Any fees relating to additional services provided by Farmers Finance can be found in the Terms and Conditions of that service (e.g. Insurance).

If you would like to discuss a solution to your current financial situation, please use this form or get in touch with our team.

If your payment has not been received on or before your due date your account will enter the arrears process. Your account will become subject to arrears fees which are charged in three stages:

Stage 1: $15.00 charged at 20 days overdue.

Stage 2: $15.00 charged at 45 days overdue.

Stage 3: $15.00 charged at 95 days overdue.

If at any stage during the arrears process payment is received to your account for the full arrears amount your account will be brought back up to date. Once this occurs the arrears process ends and further arrears fees will not be charged.

If your payment has not been received on or before your due date for the total amount due your account will enter the arrears process. Your account will become subject to arrears fees which are charged in three stages:

Stage 1: $15.00 charged at 20 days overdue.

Stage 2: $15.00 charged at 45 days overdue.

Stage 3: $15.00 charged at 95 days overdue.

If at any stage during the arrears process payment is received to your account for the full arrears amount your account will be brought back up to date. Once this occurs the arrears process ends and further arrears fees will not be charged.

A variation is any alteration to the terms of a financial contract. A variation may be considered if you are unable to pay the contract according to the current agreement. We also have a financial hardship policy. You can either complete this form or contact our team for more information.

The Replacement Card Fee is charged to the account when a replacement Farmers Finance Card is issued. This fee covers the cost of producing a new card as well associated administrative and logistical expenses. This fee is $10. To discuss any possible exceptions to this fee please get in touch with our team.

The fee covers Application Handling for new Fixed Instalment Agreements. There is no Establishment Fee for Farmers Finance Card.

Arrears fees are charged to partially recover costs to the business that are incurred when customers do not make repayments on time.

The $10.00 Replacement Card Fee is charged to the account when a replacement Farmers Finance Card is issued.

Arrears fees are charged to partially recover costs to the business that are incurred when customers do not make repayments on time. A letter is automatically generated and sent when the fee is charged.

A Payment Arrangement Fee of $15.00 is charged for all payment arrangements made on accounts which are in arrears.

The $7.00 Additional Card Fee is charged when an additional card is ordered for the first time.

The Statement Reissue Fee is charged whenever a Farmers Finance Card statement is reissued. The fee is $7.50 for up to 5 statements, then $1 per statement thereafter, payable on each request for additional statement copies.

An overdue letter is sent at each stage of the arrears process. If you have received an overdue letter it means that your payment has not been received on or before your due date for the total amount due. If you have not yet made your monthly payment please do so immediately.

If you have made a payment to your account for the month please get in touch with us to ensure it is applied to your account.

Due dates are set up at the time the account is activated and cannot be altered.

Yes. You can make payment via cash or EFTPOS in-store at Farmers. To ensure your payment is attributed to the correct account, please either have your Farmers Finance card or statement handy.

Unfortunately, we no longer accept payment via cheque. We have continued to accept cheque for as long as possible. However, from 31 May 2021 our banking partner will stop processing cheques. This means we are sorry to say it is no longer possible for us to accept cheques for payments on your Farmers Finance Card. Click here to learn more about ways to make payment on your account.

No. Click here for a full overview of our payment options.

This depends on whether you have an outstanding balance on your statement. If there is a balance already showing on your statement, then all payments made within that statement period will be applied to the statemented balance until paid in full. If there is no balance showing on your statement, the payment will be applied to any unstatemented transactions or fees.

Please contact us to have your payment transferred between accounts.

Click here for a full overview of our payment options.

Customers must use the following details when paying from overseas:

Payee: RETAIL FINANCIAL SERVICES LTD

Account No: 01-0102-0108100-003

Bank: ANZ Bank Auckland branch

SWIFT Code: ANZBNZ22XXXnBSB: 01 1839

A SWIFT code is a bank to bank code. These are used for international payments (Telegraphic Transfers). It can take up to 5 working days for international payments to be processed. IMPORTANT: Use the correct reference information, otherwise will be unable to allocate the payment to your account.

Particulars: Surname & initials

Code: RFS PAYMENT

Reference: Your 8 or 12-digit RFS account number.

Your monthly statement contains the Total Amount Due each month. This information can also be obtained by logging into My Account or by contacting our team.

If payments are not received by the due date your account will become overdue. Your statement will be sent at the normal date and will contain a message reminding you to make your payment as soon as possible. Arrears fees may be charged and reduction of your credit limit may occur.

Our Collections team will attempt to contact you to discuss a solution to the situation.

Once payment is received for the full overdue amount your account will be brought back up to date. Arrears fees charged during the overdue period will be payable on the following month. If your limit has been reduced you will need to consistently make payments on time in subsequent months before we can consider reinstating it.

If payments are not received by the due date your account will become overdue. Your statement will be sent at the normal date and will contain a message reminding you to make your payment as soon as possible. Arrears fees may be charged and reduction of your credit limit may occur.

Once payment is received for the full overdue amount your account will be brought back up to date. Arrears fees charged during the overdue period will be payable on the following month. If your limit has been reduced you will need to consistently make payments on time in subsequent months for it to be reinstated.

We recommend making payments before your due date to ensure they are received on time. Depending on the payment method it may take up to five business days for your payment to clear. No penalties are charged for making payments before your due date.

Click here to view our bank account information.

Please use your account number as the reference number on all payments.

We have a prudent approach to helping customers manage their finances. It is important to ensure that we are never putting our customers in a potential position of hardship. By continuing to allow payment on one form of debt (e.g. a Fixed Instalment account) with another form of debt (e.g. a credit card), we cannot in all good conscience say we are protecting our customers. No other credit cards encourage this option and the industry standard is not to accept one form of credit to pay another.

Payments are allocated to the account by the reference number used on the payment. To have your payment transferred to the account you intended to pay please contact our team.

If you have used an incorrect reference number your payment will have been sent to our holding account. Please contact our team to enable us to apply your payment to your account.

Our terms and conditions are issued to all Farmers Finance customers upon opening an account. They can be viewed here.

If you wish to close your Account, you must ensure that all outstanding Purchases on Delayed Delivery, automatic payment and any other periodic and/or recurring debits on your Account are cancelled. You can request your Account be cancelled at any time by contacting us on 0800-10-11-70. You will need to obtain a final settlement figure to ensure your account is paid in full. The final settlement figure will include any unpaid interest calculated up to the last billing date. Please keep in mind your account must have a zero balance before we can close your account.

Unfortunately we no longer accept new Farmers Finance Card applications. However, the Farmers Finance Card team are excited to bring you the new and improved Farmers Mastercard. Click here to find out more.

You can instantly access information about your account by logging into, or signing up for, My Account. Alternatively you can click here to contact our team. To phone our Customer Service centre from outside of New Zealand dial 0064 9 580 7200.

Click here to read how we handle complaints and how to lodge a complaint, should you need to.

To subscribe or unsubscribe from the Farmers Finance Card mailing list please contact our team.

To opt out, get in touch with our team. Alternatively you can use the unsubscribe feature on any of the Farmers Finance Card emails you receive.

You can opt-in via My Account. Alternatively you can contact our team.

Please report vulnerabilities or any security concerns as soon as possible so that we can review and improve the safety and reliability of our systems . To report a vulnerability, use the Submission Form on our hummgroup Responsible Disclosure Policy page.

To shop without your card you’ll need to provide some identification to the sales person, and we’ll need to speak to you over the phone. You can present any ONE of the following:

• NZ Passport
• Australian Passport
• Current NZ Photo Drivers Licence (Version 5B must be supplied)
• New NZ Licences
• Foreign Passport with NZ permanent residency stamp
• Firearms Licence
• Q Card
• New Zealand Police Force Photographic ID

If you do not have any of the above you’ll need to present any TWO of the following:

• MasterCard
• Visa Card
• American Express Card
• Diners Card
• The Warehouse Card
• Powerstore Card
• GE Credit Line Card
• Smiths City Card
• 18+ Card (Issued by NZ Post Only)
• NZ Defence/Armed Forces Card

To phone our Customer Service centre from outside of New Zealand dial 0064 9 580 7200.

Click here to view our hours.

We aim to respond to mail correspondence within two working days after receipt. For all urgent requests contact us for an immediate response.

Click here to find stores near you that accept Farmers Finance Card.

If the purchase you want to make exceeds your available credit, you will not be able to make a purchase on your card. You will not be able to use your card to make purchases if your account has expired or been closed, if your payment is overdue or if your card has been cancelled. For details on why you are unable to shop, and to discuss possible solutions, please contact our team.

For all policy details refer to the terms and conditions here.

Insurance policies are offered “as is” and cannot be altered by the policy holder. The cover and terms specified in your policy may be amended from time to time by Consumer Insurance Services Limited. We will communicate details of any changes to your insurance policy before they occur.

If you are cancelling your insurance within 30 days of it commencing cancellations can be done over the phone. Please phone Consumer Insurance Services Limited on 0800 855 333.

If you are cancelling your insurance after 30 days of it commencing a cancellation form needs to be completed. Alternatively you can phone Consumer Insurance Services Limited on 0800 855 333 to have an insurance cancellation form sent out for you to complete and return.

There is a 30 day cancellation period where we can cancel the insurance without charge.

If you cancel your insurance after 30 days of it commencing a pro-rata refund of the insurance premium will occur. This applies from the date the notification to cancel is received.

You can obtain an Insurance Cancellation Form here. Alternatively you can phone Consumer Insurance Services Limited on 0800 855 333 to have an insurance cancellation form sent out for you to complete and return.

To lodge an insurance claim please complete this claim form and send it to:

Consumer Insurance Services Limited

Private Bag 94013

Manukau City

Manukau 2241

For further enquiries please phone Consumer Insurance Services Limited on 0800 855 333

If you are a current SafeGuard policy holder and would like to make a claim, please download and complete the appropriate form below.

Goods Cover- to claim for theft, accidental loss or damage please complete this form.

Payment Protection – to claim for death, terminal illness, disability, or redundancy please complete this form.

Please post this form to:

Consumer Insurance Services Limited

Private Bag 94013

Manukau City

Manukau 2241

For further enquiries please phone Consumer Insurance Services Limited on 0800 855 333.

These policies are no longer being sold or existing policies renewed. If you hold an existing Repayment Insurance policy it will continue on its terms until expiry, and will not be renewed. Please see the IMPORTANT INFORMATION section regarding Your Policy cancellation on 1 July 2022.

Insurance premiums are calculated at $0.89c per $100 of your closing balance each month where a payment is due. And only 63 cents for each $100 of your closing balance each month that is within a payment holiday period. So if you owe nothing then no premium is charged.

Premiums are charged monthly on your statement date. If you do not have an outstanding account balance you will not be charged a premium for the month.

Your Farmers Finance Card Repayment Insurance policy (“Your Policy”) is underwritten by Consumer Insurance Services Limited (“CISL”), part of hummgroup, a provider of consumer and commercial finance products, including your Farmers Finance Card.

In December 2021, we advised you that we intended to cancel all remaining insurance policies. As allowed under the terms and conditions of Your Policy, we are now providing you with 30 days’ prior written notice that we will be cancelling your insurance cover on 1 July 2022.

The last time we will charge you a premium will be on your May 2022 Farmers Finance Card statement date. However, to support our customers, we will continue to pay eligible claims for any events covered by the Farmers Finance Card Repayment Insurance policy that occur up to and including 31 December 2022. We will cancel CISL’s insurance licence in early 2023.

Card Repayment Insurance premiums are calculated as a percentage of your account balance.

Safeguard insurance is for Fixed Instalment purchases. There are three options:

Goods Cover: This covers you in the event of accidental loss, damage and theft.

Payment Protection: This covers you in the event of death, terminal illness or disability that is longer than 30 consecutive days, redundancy longer than 30 consecutive days, and bankruptcy. (A good option if you already have home and contents insurance with another provider).

Full Cover: This includes both Goods cover Payment Protection and is the most comprehensive type of insurance.

Please Note: Repayment Insurance policies are no longer being sold or existing policies renewed. If you hold an existing Repayment Insurance policy it will continue on its terms until expiry, and will not be renewed. Please see above IMPORTANT INFORMATION section regarding Your Policy cancellation on 1 July 2022.

If you are an existing Repayment Insurance policyholder, this policy could pay the entire Card Balance of your Farmers Finance Card in the event of a major problem, such as terminal illness, disability or bankruptcy. The policy benefits are also extended to your partner.

This policy is underwritten by Consumer Insurance Services Limited (CISL).

Card Repayment insurance covers:

• Illness
• Accident
• Death
• Bankruptcy
• Redundancy

Consumer Insurance Services Ltd has a B+ (good) financial strength rating, which was given by A.M. Best Company Inc. on 1 June 2022 A.M. Best Company Inc. is an approved agency pursuant to the Insurance (Prudential Supervision) Act 2010.

Consumer Insurance Services Limited Solvency as at 31 December 2022 is: Actual Solvency Capital = $3,941,000, Minimum Solvency Capital = $3,000,000, Solvency Margin = $941,000, Solvency Ratio = 131%.

The Ratings Scale is: A++, A+ = Superior, A, A- = Excellent, B++, B+ = Good, B, B- = Fair, C++, C+ = Marginal, C, C- = Weak, D = Poor, E = Under Regulatory Supervision, F = In Liquidation, S = Suspended

If you pay the closing balance in full each month by the due date, you will not be charged interest.

Interest accrues daily and is applied to your account monthly on the day that your statement is printed. Please note that if you pay the closing balance in full each month by the due date, you will not be charged interest.

Interest accrues daily and is applied to your account monthly on your statement date.

Credits to your account which arise from returning a purchase made on your card are not classed as payments. In order to retain an interest free facility you will need to make a payment for the full closing balance listed on your statement each month by the due date – even if you have returned goods after the statement date. Doing this will put your account into credit for the amount of the returned purchase. Credit balances can be refunded, or you can simply leave it on your card to pay toward your next purchase.

Farmers Finance Card offers up to 55 days interest-free on purchases as long as the closing balance is paid in full by the due date every month. Our standard card interest rate is 28.50% p.a.

Interest accrues daily and is applied to your account monthly on the day that your statement is printed. Please note that if you pay the closing balance in full each month by the due date, you will not be charged interest.

Farmers Finance Card offers up to 55 days interest-free on purchases if you pay the closing balance of your monthly statement in full by your monthly due date. If you pay less than the closing balance, or pay after your monthly due date, interest will be applied to the average daily balance from date of the first purchase on the statement.

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.

Pay Off Quotes can be emailed or faxed to a third party recipient at your request. This is a free service.

Your credit limit is the maximum amount of credit available for you to use. Purchases over your credit limit will be declined automatically at the point of sale. If this happens it is possible to pay a deposit for the amount of the purchase that is over your limit to allow the purchase to go through.

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

To authorise an individual to access information contained on your account please get in touch with our team 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.

We do not permit cards to be cancelled while the account remains open unless they have been damaged, stolen or lost. Before you consider closing your account we recommend reading about the benefits of Farmers Finance Card here.

Please get in touch with our team to close your 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.

You can find this information on your statement, via My Account or by contacting our team.

A Pay Off Quote can be provided by contacting our team. You will be asked to provide the expected date of payment and the method by which the payment will be made. You will be advised of the exact Pay Off amount and the date to which the quote is valid. Pay Off Quotes are a free service and are non-obligatory.

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 get in touch with us and have your bank account details ready.

Please get in touch with us to request a form to remove the Joint cardholder from the account. This must be completed and signed by both the Primary and Joint cardholders.

There is no limit on the number of additional cardholders that you may have on your account.

No. We are no longer accepting new Farmers Finance Card. However, you can apply for a Farmers Mastercard.

Please contact our team to have your card cancelled and a new card issued.

You can update your contact information in My Account or by contacting our team.

Please get in touch with our team to have your account corrected. You may be asked to provide your Driver’s License, or another form of ID, as confirmation.

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 contact our team.

A Joint cardholder has the same entitlements to the account as the Primary cardholder, including applying for a credit limit increase, updating contact details, making purchases and other account maintenance. The Primary and Joint cardholders share responsibility for any balance on the account.

Both Primary and Joint account holders can set up additional cardholders on the account.

For a Joint cardholder to be removed from the account, or to close an account, consent must be provided by both the Primary and Joint cardholder. The Primary cardholder cannot be removed from the account.

Additional cardholders are permitted to shop using the credit facility. Additional cardholders are not responsible for the balance on the account, and are therefore not permitted to access or alter account information.

Additional cardholders may notify Farmers Finance if their card becomes lost or stolen to have it cancelled, however a replacement card can only be issued at the Primary or Joint account holder’s request.

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 get in touch with our team and have your bank account details ready.

Farmers Finance Cards do not have an expiry date. However, if your card is unused for some time, your account itself may expire and you will need to get in touch with us so that we can reactivate your card.

We may reduce your credit limit at any time. To find out why your credit limit has been reduced please get in touch with us. We will take you through an updated financial assessment process to make sure that your credit limits suits your requirements and objectives.

This can happen if interest, fees or other charges are made to your account while the balance is at the credit limit. There are no fees, charges or other penalties for having a balance over your credit limit – it just means you won’t be able to make any more purchases until you make payments to reduce your balance.

The closing balance on your statement or Online Services is the amount of the total amount owing on your account as at the time your statement was printed.

Similarly, Pay Off Quotes are what the amount of your total owing balance as at a specified date in the future. Any changes to your account made between your statement date and the Pay Off Quote expiry date will cause a difference in these amounts.

Payments, interest charges, fees and refunds all affect the amount of your balance. If any of these have been applied to your account since your last statement was issued the Pay Off Quote will differ from the balance.

Use your email address as your Login ID, as it’s easy to remember. You can however choose any Login ID.

Yes, you need an email address to register for My Account.

To register click here. You will need your Farmers Finance Card handy.

To login, click here. You will need to enter your Login ID and password and click submit.

Click here and follow the instructions, you will need your Farmers Finance Card handy.

Three consecutive unsuccessful attempts at logging in will result in your access being locked. This is a security measure to prevent unauthorised access. Please contact our team to have your account unlocked and your logon details changed if required.

No. There isn’t a cost for registering or using for My Account.

With My Account, you can:

• View a summary of your transactions and payments
• Request a change to your credit limit
• Update your contact details
• Nominate an Authorised Person
• Report a lost or stolen card
• Change your password
• Redeem yourrewards points

Anyone with a Farmers Finance Card can register for My Account. My Account is an optional service, but we recommend registering so that you can keep your details with us up-to-date, keep a track of what you’re spending and your account balance.

Your date of birth must be in the following format: dd/mm/yyyy

If you are entering your date of birth in this format and are still not able to proceed please contact our team.

Statement dates are set up at the time the account is activated and cannot be altered.

If you have opted in to receive online statements, you can view and download up to 12 months of statements free of charge via My Account.

If you are not opted in to receive online statements or require a copy of statements that are not available online, you can also receive reissued statements via email, fax or post. Note that a statement reissue fee of $7.50 for up to 5 statements, and $1 per statement thereafter, applies. To make a request, please get in touch with our team.

Yes. Register under the ‘My Statements’ tab in My Account.

Farmers Finance Card: Your minimum due each month is calculated as the greater of $10 or 3% of your card balance.

Farmers Finance Fixed Instalment: Your minimum due each month is the set monthly instalment amount as specified on the Fixed Instalment Contract.

Statements are issued every month that there is activity on your account. If you have no purchase plans that are currently billing, and have made no purchases or payments since your last statement, a statement will not be generated.

If you believe there has been activity on your account since your last statement please get in touch with our team to have your statement reissued.

Yes. You can opt back into paper statements under the ‘My Statements’ tab in My Account. Good planets are hard to find. Please consider the environment before opting back in for paper statements. Please note there is a monthly fee for printed statements of 94c.

Please get in touch with our team.

You will be sent an email each month with a link to your statement. You can also simply login to My Account to view your statement.

If you have made a purchase since your most recent statement was issued your purchase will be listed on next month’s statement.

To find out if you’re eligible please complete the online opt-in process.

Once you have opted in to yourrewards every dollar you spend on your account earns one point. For every 2,500 points you collect, you’re eligible to redeem one $20 Farmers Gift Card.

You pay a six-monthly membership fee of just $15.

The six-monthly membership fee of $15 is charged per account. This covers all primary, additional and joint cards that are on your account. What’s more, all cardholders on your account earn yourrewards points for every purchase.

You can redeem your points for Farmers Gift Cards.

You can opt out of yourrewards at any time by contacting our team. All rewards points are forfeited if membership is cancelled. There are no cancellation fees.

Each dollar spent earns one yourrewards point.

yourrewards is a points-based Rewards Programme only on Farmers Finance Card. You can earn points on purchases made using your Farmers Finance Card which you can then redeem for Farmers Gift Cards.

It’s a great way treat yourself and your family simply by doing all your everyday shopping (including petrol and groceries) with your Farmers Finance Card.

yourrewards works like this:

• You get one point for every $1 you spend on your Farmers Finance Card.
• For every 2,500 points you collect, you’re eligible to redeem one $20 Farmers Gift Card.
• Redeeming is simple. You can do it online by signing into My Account.
• You pay a six-monthly membership fee of just $15 per account.