Important information about Loaded™ for Travel cards

We’ve decided to discontinue Loaded for Travel. Any cards that remained open as at 2 June 2020 have been cancelled.

You can still request a refund

If you have funds remaining on your Loaded for Travel account, you can request a refund to any New Zealand bank account.

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.

You can arrange a refund by:

We’re here to help

If you have questions, please give us a call on 0800 113 355 or email us on loaded@kiwibank.co.nz.

Frequently asked questions

Why can’t I log in to my Loaded for Travel account?

As the Loaded for Travel cards have been discontinued, you can no longer log in to your account online.

If you would like to request a refund, please email us on loaded@kiwibank.co.nz. If you have any questions, please give us a call on 0800 113 355.

What alternative products can I use?

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.

What if I have a complaint?

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 complaints@kiwibank.co.nz 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.