Remediations - making it right

Sometimes we can get things wrong, and when this happens, we’re determined to make them right as soon as we can. If you’ve been affected by a mistake we’ve made, you may be entitled to a refund – even if you’re no longer a Kiwibank customer. This is making it right.

We're focused on finding and fixing things where you may have been incorrectly charged, ensuring we stop mistakes like these from happening again in the future, and fairly remediating anyone affected by these errors.

  1. 1

    We'll get in touch with you

    We’ll send you an email or a letter to let you know if you’re owed a refund. This will contain a unique reference number that's matched to your profile. We’ll include specific instructions on how to receive your refund. We may also follow this up with a phone call or text message.

  2. 2

    You may need to provide some information

    • If you have a Kiwibank everyday, savings, or credit card account, in your name, the refund will be credited to your account without you having to do anything.
    • If you don’t have an eligible Kiwibank account, you’ll need to provide us with your current bank account so we can make the payment to you. We'll include how to provide this information in the email or letter we send you.
  3. 3

    We'll pay your refund

    • If you have an eligible Kiwibank account, we'll pay your refund to your account within 10 working days.
    • If you don’t have an eligible Kiwibank account, we'll refund you within 10 working days after you have provided us with your current bank account details.

    The reference for this payment will begin with “Kiwibank...”.

If we're unable to contact you

If you don't have an eligible Kiwibank account, and you haven’t got back to us to let us know what account to pay the refund into, we’ll:

  • donate the refund to charity (if less than $100).
  • transfer to Inland Revenue (if $100 or more). You can still claim the money through Inland Revenue (as unclaimed monies).

Get in touch with our Make it Right team

If we've contacted you recently about a refund you're due, you can get in touch with our team.

Call us

We available on 0800 744 482 or if you're overseas, call +64 4 473 1133 and ask for the Make It Right team.

Monday to Friday: 8am – 5pm.

Email us

You can email us at and include your unique reference number.