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Phone 0800 227 484
Fax 0800 00 14 77
Postal Address P O Box 42276, Orakei, Auckland 1745

Please complete this form if you wish to contact us by e-mail.
To assist us in responding promptly to your enquiry, please complete all fields if possible.

GENERAL QUERY

I'm concerned I won't be able to meet my repayments, what should I do?
If you are having problems meeting your repayments, please contact us early on:

Collections Team Phone 0800 327 855

Our collections team will listen to your situation sympathetically and will endeavour to come to a suitable altered repayment arrangement with you.

See below for:
* Costs & consequences of missing a payment (without our agreement)
* Costs & consequences of an altered repayment arrangement

What are the costs & consequences of missing a payment (without our agreement)?
If you miss a payment (and this has not been agreed with us BEFORE you missed the payment) we can charge you default interest, default fees and other charges.
Click here to see the fees and interest applicable on a default.

We strongly recommend you contact us as soon as you think you might miss a payment.
If you contact us immediately after you missed a payment we MAY be able to reduce or remove any default interest or fees.
If you wait until we contact you about a missed payment then default interest and fees will usually be charged.

What are the costs & consequences of an altered repayment arrangement?
If we agree an altered repayment arrangement with you then generally this will mean you are making smaller repayments and/or making repayments over a longer period.
Both of these will mean you are incurring interest for a longer period than expected.
So you will most likely pay more interest.
You will also be charged a small fee for the altered repayment. Refer to our cost of borrowing page.

To avoid additional interest charges, you may wish to explore ways of repaying your loan earlier e.g. borrowing money from another source (family, friend, bank etc), selling an unnecessary asset, reprioritising your use of the cash you do have available etc

What if I am suffering Unforseen Financial Hardship?
If you are suffering from a genuine unforseen financial hardship and you wish to make a formal hardship application, please click below and complete the online screen to request a financial hardship application form and guide.

We try hard to look after our customers, but unfortunately on rare occassions problems can arise.

Suggested First Step
If you have problem or complaint we ask that your first try to resolve this with one of our service team. If you are still not happy please ask to speak with their manager. We find most issues will be resolved at this stage.

Raising a Formal Complaint
However if you are still not satisfied, please complete the following form and your complaint will be sent directly to our Compliance Manager for prompt resolution.

LODGE A COMPLAINT

What happens now?
We have an internal process to deal with complaints which are dealt with by our compliance team who operate independently from our lending and collections teams. We undertake to investigate your complaint and propose a resolution to you promptly (usually in 1-3 days).

After our internal review:
If you're still not satisfied with the resolution offered by our compliance team you can contact our independent disputes resolution scheme operated by Financial Services Complaints Ltd ("FSCL") and approved by the Ministry of Consumer Affairs.
FSCL may be contacted at:
Phone 0800 347 257
E-mail info@fscl.org.nz
Website www.fscl.org.nz

There is not cost for you to use the services of FSCL.
FSCL generally does not deal with complaints about fees or interest charges unless such fees and/or interest charges are not in accordance with your loan agreement.

We understand that unforeseen circumstances can occur after you have taken out a loan that may result in difficulty with your repayments. If you have suffered an unforeseen event since taking out your loan that has made it difficult to repay, you can request a hardship application form here.

Please complete the following:

REQUEST FOR HARDSHIP APPLICATION FORM

Once you have submitted your request you will be sent an application form to complete.
This form sets out a series of questions which, when completed, will enable us to promptly assess your application. Depending on the reason for your application you will likely need to provide supporting evidence such as bank statements, medical certificates or letters from your employer.

Who can apply for hardship?
All hardship applications must relate to an unforeseeable cause. If you knew or reasonably suspected you would e.g. be made redundant, or needed an operation before you took out the loan then your hardship application may be declined.

The law limits who can apply for a hardship application however our current policy is to initially accept all genuine hardship applications for assessment.

Can I apply another way?
Yes you can apply for hardship by contacting us (in writing) at:
Fax 0800 00 14 77
Postal Address P O Box 42276, Orakei, Auckland 1745
E-mail office@cashtillpayday.co.nz

You will need to provide your loan number and specify the reasonable unforeseen event (e.g. illness, injury, loss of employment, end of a relationship or other reasonable cause) that led to your inability to meet your repayment obligations.

Whilst we will process all applications in accordance with legislative timeframes it is likely an application not submitted on our standard form and without required supporting documents may result in a slower assessment time. Therefore we recommend you request a hardship application form by completing the information requested above.

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As a private company our policy is not to comment to the media. However, if you feel there is important information that you are unable to obtain from our website please send your questions to:

office@cashtillpayday.co.nz

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Contacts

Business Hours

  • Monday-Friday: 8.30am to 5.30pm
  • Saturday: Closed
  • Sunday: Closed

Questions?

Any questions, please ask as we may be able to assist you.

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