Frequently Asked Questions

 

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Account Information Go back to top Print this section

  • Balance Enquiries   

    • How do I increase my available credit? 

    • How do I get a pay off quote? 

    • How do I find my balance? 

    • How much available credit is on my card? 

    • Can I get the balance for just one of my purchases? 

    • What is the balance owing on my account? 

    • What is my available credit? 

    • Can I have this sent to my bank? 

    • What is my available balance? 

    • I didn’t make those payments on my account. 

    • I didn’t make those purchases on my card. 

    • Can I get a pay off quote for just one of my purchases? 

  • Account Ownership   

    • How do I get a joint account? 

    • Can I add my partner or spouse to my account? 

    • Can I add someone to my account? 

    • Can my spouse/relative use my card? 

    • Can I give my account to someone else? 

    • How do I get an additional card sent? 

  • Account Maintenance   

    • What if I want to reopen it later? 

    • How do I close my account? 

    • How do I authorise someone to access my account information? 

    • My name has changed – how do I update this on my account? 

    • My contact information has changed – how do I update this? 

    • How do I change my address? 

    • The date of birth on my account is incorrect – how do I update this? 

    • The name on my account is incorrect - how do I update this? 

  • Troubleshooting   

    • My account has not been set up in line with my Q Card Voucher. What do I do? 

  • Credit Balances and Refunds   

    • Can I get a refund sent to someone else? 

    • What do I do if my account is in credit? 

    • How do I get a refund? 

    • How can I tell if my account is in credit? 

  • Statements   

    • Why is my recent purchase not on my statement? 

    • Can I change the date on which my statements are sent? 

    • Can I have copies of my statements? 

    • Why haven’t I been sent a statement this month? 

    • Can I get my last 3 statements emailed to me? 

    • I didn’t receive my statement – what do I do? 

    • How is my Total Due calculated? 

    • Why can I not see my items purchased on my Q Card statement anymore? 

    • How do I get a copy of an old statement? 

    • What did I buy last month? 

    • Why is my recent payment not on my statement? 

    • How do I print my history of purchases from the website? 

    • How do I read my Q Card statement? 

Card Information Go back to top Print this section

  • Additional Cardholder   

    • Can I add my husband/wife to the account? 

    • How do I get a joint account? 

    • Can I add someone to my account? 

  • Lost/Stolen Card   

    • My card is damaged, I want a new one  

    • My card is lost, I want a new one 

    • Can I get a new card? 

    • My card has been stolen, how do I get a new one? 

  • Card Not Working/Declined Card   

    • Why can’t I use my card? 

  • Cancel Card   

    • How do I close my account? 

    • How do I cancel my card? 

  • New To The Card   

    • I don’t have a New Zealand drivers licence. Can I still apply online? 

    • What are the terms and conditions? 

  • Reopening An Account   

    • I haven’t used my account in years. Is it still open? 

    • How do I reopen my account? 

    • My account expired. How do I reactivate it? 

    • I closed my account but now I want to reopen it. How do I do this? 

    • How do I reactivate my card? 

  • Shopping without a Card   

    • Can I make purchases by phone? 

    • Do I need ID to shop without my card? 

    • Can I make purchases online? 

    • How do I shop without my card? 

    • Where can I shop without my card? 

  • Expired Card   

    • My card is about to expire – how do I get a new one? 

    • When will my card expire? 

    • My card has expired – how do I get a new one? 

  • Credit Limits   

    • Why is my balance over my credit limit? 

    • Can I spend over my credit limit? 

Collections Go back to top Print this section

  • Arrears Process   

    • Why have I received an Overdue letter? 

    • What happens if my payment is less than the minimum amount due? 

    • What do I do if I am going through some financial hardship? 

    • What happens if I miss my due date? 

  • Payment Arrangements   

    • What is a payment arrangement? 

    • Is there a cost for making a payment arrangement?  

    • How do I make a payment arrangement? 

  • Variations   

    • How do I get a variation done? 

    • What is a variation? 

    • Is there a cost for performing a variation? 

Contact Us Go back to top Print this section

  • How To Contact Us   

    • If I’m calling from overseas what phone number do I dial? 

    • How do I get in contact with you? 

  • Making a complaint   

    • How do I lodge a complaint? 

Fees Go back to top Print this section

  • Account Fees   

    • Why have I been charged a $5 Statement Reissue fee? 

    • Why have I been charged a $10 Replacement Card fee? 

    • Why have I been charged a $22.50 Account fee? 

    • Why have I been charged $22.50 on my Q Card? 

    • Why have I been charged a $16.50 Payment Arrangement fee? 

    • What is the $22.50 charge on my account? 

    • Why have I been charged a $3 PPSR fee? 

    • Why have I been charged a variation fee? 

    • Why am I being charged an account fee when I have a $0 balance? 

    • Can I have a list of all the fees you charge? 

    • How do I pay my fees? 

    • Why have I been charged a $16.50 Variation fee? 

    • What is the fee I have been charged? 

    • PPSR Fee - What is this fee for? 

    • Can you justify how your company worked out the cost of your fees? 

    • What is Fees & Misc? 

    • What’s this account fee? 

    • How do you disclose your fees? 

    • What are the fees? 

  • Arrears Fees   

    • How much is each arrears fee? 

    • Why have I been charged a $15 Arrears fee? 

    • What are “arrears fee stages”? 

    • When are these fees charged? 

    • Is this an income gathering exercise? 

    • Can you legally charge these fees? 

  • Advance & Establishment Fees   

    • Advance/Establishment Fee-What is this fee for? 

    • Advance/Establishment Fee-When is this fee charged? 

  • Statement Reissue Fees   

    • Statement Reissue Fee - What is this fee for? 

    • How much is the statement fee? 

    • Statement Reissue Fee - Are there any exceptions to the fee? 

  • Card Reissue Fees   

    • Card Reissue Fee - Are there any exceptions to the fee? 

    • Card Reissue Fee - What is this fee for? 

General Questions Go back to top Print this section

  • Other commonly asked questions   

    • Can I have a copy of the Terms and Conditions? 

    • What is your turnaround time for responding to letters? 

    • What is your turnaround time for email responses? 

    • Can I get cash out on my card? 

    • What are your working hours? 

    • Can I get cash out? 

Insurance Go back to top Print this section

  • Cover   

    • What am I not covered for? 

    • Why do I have insurance? 

    • What does Futurecare Insurance cover me for? 

    • What am I covered for? 

  • Cancel Policy   

    • How do I cancel my Card Repayment Insurance? 

    • How do I cancel my Futurecare insurance? 

  • Open Policy   

    • How do I take out Card Repayment Insurance? 

    • Can I change my insurance policy? 

    • How do I take out Futurecare insurance? 

  • Premiums/Charges   

    • How often is Card Repayment Insurance charged? 

    • Is Card Repayment Insurance charged at a percentage or at a flat rate? 

  • Claims   

    • How do I claim on Card Repayment Insurance? 

    • How do I claim on Futurecare Insurance? 

Interest Go back to top Print this section

  • Interest Rates   

    • What is your interest rate? 

  • Interest Charges   

    • How can I avoid being charged interest? 

    • How has my interest been calculated? 

    • Why have I been charged interest? 

    • How is it charged? 

Limit Decreases Go back to top Print this section

  • Q Card Initiated   

    • Why has my credit limit been reduced? 

    • Can you legally reduce my credit limit? 

  • Customer Initiated   

    • How do I decrease my credit limit? 

Limit Increase Go back to top Print this section

  • Customer Initiated   

    • How do I increase my credit limit? 

    • How do I apply for a limit increase? 

    • When am I able to request for a limit increase? 

    • Why was I declined an increase on my card? 

  • Q Card Initiated   

    • Why has my credit limit been increased? 

Payments Go back to top Print this section

  • Payment Methods   

    • Can I pay my account at a Post Shop? 

    • Why can’t I pay over the phone with my Visa or MasterCard?  

    • Can I make credit card payments on your website? 

    • How do I make payments from overseas? 

    • Where can I make over the counter payments? 

    • Where can I make manual payments? 

    • Where do I pay? 

    • What is your bank account number? 

    • Can I pay at your bank? 

    • How can I pay? 

  • Payment Transfers   

    • I want to transfer a payment between purchases – how do I do this? 

    • Can I transfer my payments as they went to the wrong contract? 

    • Can you transfer my payments? 

    • How do I transfer it to the right plan? 

  • Payment Allocation   

    • Why did my payment go to this contract and not to my other one?  

    • Why did my payment not go to this contract? 

    • How do I control how my payments are allocated? 

    • Someone else is paying for one of my purchases. How do I ensure their payments are applied to the right plan?  

    • Can I put payment to individual purchases?  

    • How do I pay towards one particular contract? 

    • Why did my payment go to “that” contract, when I wanted to pay off “the other” contract? 

    • How are my payments allocated? 

  • Payment Due Date   

    • What happens if I pay before my due date? 

    • What happens if I miss a payment? 

    • Can I change my due date to another date? 

    • What happens if I pay after my due date? 

  • Credit Card Payment   

    • Can I pay my account with another credit card? 

    • Do you accept credit card as a form of payment? 

    • Why can’t I pay over the phone with my Visa or MasterCard?  

    • Can I make credit card payments on your website? 

  • Minimum Payment Due   

    • Do I have to pay each purchase separately?  

    • How much do I pay? 

  • Missing Payments   

    • Why has my payment not been applied to my account? 

    • What reference number do I use on payments? 

Promotions Go back to top Print this section

  • Direct Mailouts   

    • Are there competitions and giveaways? 

    • Why haven’t I been receiving promotional mail? 

    • What kind of mailouts do you send? 

    • How often are emails sent? 

    • How do I opt out from your mailing list? 

    • How do I opt in to your mailing list? 

  • Q Deals   

    • Are there competitions and giveaways? 

    • How often are emails sent? 

    • What is Q Deals? 

    • How do I opt into Q Deals? 

    • Is there a cost? 

  • Opt in/out promotions   

    • How do I opt into Q Deals? 

    • How do I opt out of Q Deals? 

    • How do I opt out from your mailing list? 

    • How do I opt in to your mailing list? 

  • General promotions   

    • What financial deals are there? 

    • How often are these updated? 

Security and Online Services Go back to top Print this section

  • Logon & Passwords   

    • How do I logon to your website? 

    • How do I change my username or password? 

    • How can I change my logon? 

    • How do I get in? 

    • Can I choose my logon details? 

  • Login problems   

    • How do I unlock my web self service? 

    • Why is the date of birth not accepting when I am typing it in? 

    • I’m locked out – what should I do? 

  • Getting Started   

    • What is web self service? 

    • How do I get in? 

    • How do I logon to your website? 

    • How do I get set up for web self service? 

  • Payments & Transfers   

    • How do I know how much I have paid onto my account without counting each individual contract?  

  • Security   

    • Can I get a PIN number for my card? 

    • My card was stolen – what should I do? 

    • I’ve lost my card – what should I do? 

  • Technical Requirements   

    • What software do I need to access online services? 

    • What hardware do I need to access online services? 

  • Contact Us   

    • How do I contact you? 

    • What is your postal address ? 

    • How do I unlock my web self service? 

Shopping Go back to top Print this section

  • Store Finder   

    • How often are new stores added? 

    • How can I tell if a store accepts Q Card? 

    • Where can I use my card?