Summary:

  • There's no action required for impacted customers.
  • This has now been resolved for the majority of our customers with transactions reversed on Thursday, 18 April. Any fees charged as a result of this incident will be reversed.
  • If you have an urgent need or are experiencing financial hardship please call us on 0800 11 33 55. Please be aware we're experiencing longer wait times than usual.

What occured:

On Wednesday, 17 April some of our customer transactions on Visa Debit cards were impacted.

Customers who tried to use their Visa Debit cards during this time were getting a transaction declined message. If you tried to make the payment multiple times, this likely resulted in multiple transaction amounts being put on hold.

This money has not left Kiwibank and we're in the process of reversing these transactions.

What Kiwibank is doing to fix this:

Our team has worked through the night to identify impacted customers and are currently working to reverse duplicate payments and any fees charged as a result of this incident.

What you need to do:

We've identified all impacted customers and we'll be correcting their accounts and you therefore don't need to call us or do anything.

However, if you have an urgent need to talk to us, you can call us on 0800 11 33 55. Please note, we're experiencing longer than usual wait times.

Please don't ask the retail store to refund you. The money hasn't passed through to the merchant. We're working as quickly as possible to refund this through our Kiwibank channels.

How can I get access to my money to pay for essentials?

If you urgently need the amount currently ‘pending’ on your account, please call 0800 11 33 55. We'll be able to set up a temporary overdraft for the value of the pending amount, to help you pay for essentials until your transactions are reversed. There will be no charges associated with this.