Under COVID Level 2, all Wellington branches will be open normal business hours from Thursday 24 June to Sunday 27 June. See our latest branch updates for more information. We encourage you to bank through Internet Banking, the mobile app and Phone Banking. All other branches around the country will be open as usual.
We’re focusing our efforts on where we can make the biggest difference in banking for our customers, which is why we've simplified some of our offerings. This is a list of products customers can no longer take up, and products we've completely stopped. If you still have one of these products you can find the relevant rates, fees and documents below.
If you can't find the product you're looking, you can contact us.
From 27 December 2019, we stopped offering Loaded for Travel cards to customers. As of 2 June 2020, all Loaded for Travel cards have been cancelled.
All remaining balances were converted back to NZD at the exchange rate applicable on 2 June 2020. Please note that any remaining balances are held for refund in the future in a non-interest bearing account in accordance with the law applying to unclaimed monies.
If you have funds remaining on your Loaded for Travel account, you can request a refund to any New Zealand bank account by:
If you didn't receive the goods or services purchased from a merchant who wants to credit your closed Loaded for Travel card, you can ask the merchant to credit the refund to an alternative card or bank account.
There are several products similar to Loaded for Travel in the market that may suit your needs. Alternatively, your Visa Debit and credit cards can be used on your travels. Please note that you won’t be able to lock in an exchange rate with a Visa Debit or credit card.
If you feel we haven't delivered on what we promised, please let us know so we can try and resolve the issue. You can do this in several ways:
We take all concerns seriously and every complaint is fully investigated, as improving our customer service is important to us. If you're not satisfied with the outcome, you can send a request in writing to our Complaints Manager at email@example.com to reconsider your concerns. Most concerns can be resolved by this stage. However, if your issue cannot be resolved this way, it may need to go to the Banking Ombudsman.
The Banking Ombudsman provides free independent help to resolve disagreements between banks and their customers. Banking Ombudsman brochures are available at any PostShop. The Banking Ombudsman will refer a case to us if it has not already been through our complaints process.
Download Loaded for Travel terms and conditions (PDF 99.2 KB).