Summary:

  • 2% of Visa Debit Card holders were impacted
  • 99% of transactions have now been reversed
  • Our technical crew are working to resolve the final outstanding transactions
  • There is no action required for impacted customers
  • If you have an urgent need or are experiencing financial hardship please call us on 0800 11 33 55. Please be aware we are experiencing longer wait times than usual.
  • We will make sure no customers will be out of pocket as a result of this issue.

What occured:

Yesterday, we were made aware of a connection issue between Kiwibank and Visa that meant some customers using Paywave and automatic payments 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 are in the process of reversing these transactions.

What Kiwibank is doing to fix this:

Our team has been working through the night and closely with Visa to reverse the transactions. While we have managed to reverse many of the transactions, there are more to go.

How long will it take to fix this?

We’re working through all the transactions as quickly as possible, and are aiming to get all transactions reversed today.

What you need to do:

We have identified all impacted customers and we will be correcting their accounts and you therefore do not 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 are experiencing longer than usual wait times.

Please do not ask the retail store to refund you; the money has not passed through to the merchant. We are 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 will 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.

Does this have anything to do with the Internet Banking issues earlier in the week?

We don’t believe this has any connection with the Internet Banking issues we faced on Wednesday. It's unfortunate that we’ve had these two issues in close succession.