FAQs

ABOUT YOUR CARD

Q Mastercard® offers access to Long Term Finance deals* in-store at thousands of participating retailers throughout New Zealand.

 

Check out the Store Finder on the Q Card website to see what Long Term Finance deals* are currently available.

 

*Annual Account Fee of $50 applies. A $55 Establishment Fee for new Q Mastercard Cardholders and a $35 Advance Fee for existing Q Mastercard Cardholders will apply. Q Mastercard Standard Interest Rate, currently 25.99% p.a. applies to any outstanding balance at end of a payment holiday or interest free period. Q Mastercard lending criteria, fees, terms and conditions apply. Rate and fees are correct as at date of publication, subject to change.

A $25 Q Mastercard® Account Fee is charged every six months in advance on all Q Mastercard accounts to cover the costs of administering a customer’s account over the terms of the credit contract. Visit our Rates and Fees page for a full list of our fees.

Fee correct as at 30 June 2016.

Yes, you can use your Q Mastercard® to withdraw cash (cash advance) from any bank and ATM, within NZ and overseas displaying the Mastercard acceptance mark. Remember, if you withdraw cash from your Q Mastercard, interest accrues straight away and ATM fees may apply.

Our terms and conditions can be viewed here.

When applying for a Q Mastercard® you must have either:

  • New Zealand Driver Licence,
  • New Zealand passport,
  • Australian passport,
  • Or other nationality passport with a valid NZ Residency Visa.

 

In addition, if you apply using any passport other than a New Zealand passport you must also have proof of address that is less than three months old, showing your current address, which is either:

  • a Bank Statement,
  • a bill from Sky TV,
  • a utility bill from either your telephone, internet, water, electricity or gas provider,
  • Local council rates,
  • an insurance policy document or bill, or
  • a letter or invoice from Inland Revenue Department (IRD).

 

For any queries, please contact 0800 119 100.

MANAGE MY CARD

Log in to our Web Self Service centre to adjust your credit limit or call us on 0800 119 100 from NZ or +64 9 580 7399 from overseas.

Your Password is used to login to the Q Mastercard® website and mobile app.

Your Passcode is a five-digit number that allows you to securely access your personal account information, such as your account balance, without the need to speak to one of our Customer Services team when you call us on 0800 119 100 from NZ or +64 9 580 7399 from overseas.

For added security, you may also be asked to enter a Passcode for some online transactions.

A Passcode is a five-digit number that allows you to securely access your personal account information, such as your account balance, when you call on 0800 119 100 from NZ or +64 9 580 7399 from overseas, without needing to talk to anyone.

For added security, you may also be asked to enter a Passcode for some online transactions.

If you don’t have a Passcode set up, please call us on 0800 119 100 from NZ or +64 9 580 7399 from overseas.

Your customer ID is shown on the back of your Q Mastercard®, the top right-hand-side of your monthly statement and on other correspondence that you may receive from us.

PAYMENTS

Yes, we changed to ANZ in September 2018. The majority of people will not be affected by this and are not required to act. Those who are affected will be communicated with accordingly.

Our preferred payment method is Direct Debit. You can download a direct debit form from our website.

You can also make payments through internet banking.

The best way to do this is to set us up as a payee. You can transfer payments directly through your bank’s internet baking by choosing Q Mastercard as payee. You will be prompted to enter the code and reference we need to process your payment.

If you can’t find us in your bank’s payee list, you can use these details:

Bank: ANZ

Account Name: Columbus Financial Services Limited

Account number: 01-1839-0926671-00

Particulars: Please enter your surname

Code: You may leave this blank

Reference: Enter your 10 digit customer ID number (found on the back of your card or the top right hand corner of your account statement).

To avoid unnecessary delays to your payment please ensure you always complete the Reference field correctly as above.

Any payment you make to your account is allocated according to the payment allocation sequence.

Full details of the payment allocation sequence can be found in our Terms and Conditions.

USING MY CARD

If you wish to dispute a Long Term Finance transaction (eg: charged an incorrect amount, incorrect Long Term Finance term loaded, faulty goods , no longer wish to take possession of  the item or the goods have not been delivered) you will need to contact the retailer directly.

 

For any travel related disputes please contact the relevant merchant to seek assistance. The merchant will take action and deliver the appropriate outcome as stated in their terms and conditions.

Yes, your account can still be used to make Long Term Finance purchases without your card so please keep your mobile phone and email address safe.

If you would like to put your account on hold to all stop purchases (including Long Term Finance), please call us on 0800 119 100 within NZ or +64 9 580 7399 from overseas.

If you identify an unauthorised transaction on your account, call us straight away on 0800 119 100 from NZ or +64 9 580 7399 from overseas. For peace of mind, you can also temporarily place your card on hold by logging into My Account so the card can’t be used.

 

If you wish to dispute a Standard Purchase or cash advance transaction on your Mastercard (eg: charged an incorrect amount, services not provided, goods not received, ATM has disbursed the incorrect amount of cash) you will need to complete a Notice of Disputed Transaction form.

 

You must report the disputed transaction to flexigroup as soon as identified.

 

Please return the completed Notice of Disputed Transaction form and any applicable supporting documentation to customer.services@flexicards.co.nz, or alternatively via post to: Flexi Cards Chargebacks and Disputes, PO Box 94013, Auckland 2241.

 

Please note once documentation has been received, it may take up to 30 days for us to respond and confirm no additional information is required.

 

For any travel related disputes please contact the relevant merchant to seek assistance. The merchant will take action and deliver the appropriate outcome as stated in their terms and conditions.

If you know or suspect fraudulent use of your Q Mastercard®, call us immediately on 0800 119 100 from NZ +64 9 580 7399 from overseas.

When you buy things from an overseas merchant using your Q Mastercard®, you’ll be charged an International Transaction Fee. This fee is charged by Mastercard for processing the transaction.

Yes, your Q Mastercard® is accepted around the world at retail outlets and ATMs, where you see the Mastercard sign.

Call us immediately on 0800 119 100 from NZ or +64 9 580 7399 from overseas and follow the voice prompts to cancel your card. If you cannot call us please go to our Web Self Service centre and fill out our online form to cancel your card.

You are able to make Long Term Finance purchases in-store, at participating merchants without your card by using your Customer ID number. Your Customer ID is shown on the back of your card, the top right-hand-side of your monthly statement and on any correspondence that you receive from us.

You can activate your Q Mastercard® by selecting a PIN. To do that, call us on 0800 119 100 from NZ or +64 9 580 7399 from overseas or log in to our Web Self Service centre.

INSURANCE

Q Mastercard Card Repayment Insurance is underwritten by Consumer Insurance Services Limited.

 

Consumer Insurance Services Limited has a B+ (Good) Financial Strength rating given by AM Best Company Inc. on 29 May 2020.  AM Best Company Inc. is an approved agency under the Insurance (prudential Supervision) Act 2010.

Q Mastercard Card Repayment Insurance is an optional insurance policy that can give you peace of mind in the unexpected event of:

• Redundancy
• Temporary Disability
• Permanent Disability
• Bankruptcy
• Death or a Terminal Illness

 

For more information view the Q Mastercard Card Repayment Insurance policy or call 0800 855 333.

Subject to you being eligible to claim under the policy Q Mastercard Card Repayment Insurance will pay:

 

The Closing Balance of the Q Mastercard Account up to a maximum of $20,000 in the event of:

  • Permanent Disability
  • Death or Terminal Illness
  • Bankruptcy

The Closing Balance will be the balance of the Q Mastercard Account at the time of the Bankruptcy, Death or Permanent Disability or the diagnosis of the Terminal Illness.

 

3 times the minimum Monthly Payment for a Flexi Payment Purchase, Cash Advance and Standard Q Purchase and 1 times the minimum Monthly Payment for a Fixed Instalment Purchase and any Fees for up to 6 months in the event of:

  • Redundancy

The total benefit paid will be the lesser of the total of the Closing Balance or $20,000.

 

3 times the minimum Monthly Payment for a Flexi Payment Purchase, Cash Advance and Standard Q Purchase and 1 times the minimum Monthly Payment for a Fixed Instalment Purchase and any Fees for up to 3 months (thereafter Permanent Disability cover may apply) in the event of:

  • Temporary Disability

The total benefit paid will be the lesser of the total Closing Balance or $20,000.

 

For more information view the Q Mastercard Card Repayment Insurance policy or call 0800 855 333.

To cancel Q Mastercard Repayment Insurance phone the Q Mastercard Insurance team on 0800 855 333.

Repayment Insurance policies are no longer being sold or existing policies renewed.  If you hold an existing Repayment Insurance policy it will continue on its terms until expiry, and will not be renewed. If you are an existing Repayment Insurance policyholder you can relax knowing that the entire Closing Balance on your Q Mastercard could be covered in the event you or your partner is made Redundant or can’t work due to a Temporary Disability. It could even repay your Q Mastercard Closing Balance in full in the event you can’t work due to a Permanent Disability, or in the event of Bankruptcy, Death or diagnosis of a Terminal Illness. Find out more.

Q Mastercard Card Repayment Insurance premiums are charged monthly on your Q Mastercard statement date. If there isn’t a Closing Balance on the Q Mastercard Account then no premium will be charged.

Q Mastercard Card Repayment Insurance premiums are calculated at 89 cents for every $100 of the Closing Balance each month where a payment is due and 63 cents for every $100 of the Closing Balance each month that is within a Payment Holiday. If there isn’t a Closing Balance on the Q Mastercard Account then no premium will be charged.

No, Q Mastercard Card Repayment Insurance premiums are calculated based on the monthly Q Mastercard Account balance. If there isn’t a Closing Balance on the Q Mastercard Account then no premium will be charged.

To lodge a claim, please complete the Q Mastercard Card Repayment Insurance Claim Form and send it to:

 

Consumer Insurance Services Limited
Private Bag 94013
Auckland 2241

 

For further enquiries, please phone us on 0800 855 333.

HARDSHIP

Yes, reduction of repayments is one available option to assist during financial hardship.

If in four months’ time you find that your situation hasn’t changed or hasn’t improved to a point where you’re able to continue repayments, your account will be reassessed and we’ll be happy to discuss additional options.

To apply for hardship, send us an enquiry using this form and one of our team will be in contact with you to discuss your options. Or if you’d like to speak directly to one of our friendly customer service representatives by calling 0800 119 100.

No, we won’t default or make any comments on your credit file.

Once your account is placed under hardship you won’t be able to continue to make purchases. This is for your own financial security, preventing your account from falling further into hardship.

Q MASTERCARD APP

If you have enabled automatic updates, the latest version of the app will update when you establish a wi-fi connection on your device. If automatic updates are disabled on your phone, you will need to download the latest version of the app from the iOS or Android App Store.

The card activation feature will work for both new and existing customers, you’ll just need to set your login credentials and password in the app if you’re a first-time user.

You can activate your card from the tile on the home screen, or by clicking on the Account section located at the bottom navigation menu of the app.

Quick Balance is a new feature that lets you quickly check your balance from the login page. To take advantage of this feature, select ‘Enable Quick Balance’ from the Account menu.

Quick Balance will only display for you if you have already registered on the app. You can then select ‘Enable Quick Balance’ from the Account menu.

You can access your statements directly from the home page and access the last 6 months’ worth of statements. For statements older than 6 months, please contact us.

The app can be easily downloaded via the IOS or Android app Stores. Learn more about the app here.

Q Mastercard may request access to your location even when you are not using the app. We need this permission so we can check whether the app is being used from an unexpected overseas location to protect your account from fraud. Certain services and features may not be available if the app is being used outside of New Zealand. If you do not permit us to access your location, there are some features of the app (such as the view your Q Mastercard details feature) we may not be able to provide to you for security (and other) reasons.

INSOLVENT RETAILER

You need to contact the merchant. Any issues with a product, returning a product or requesting a refund for goods received are subject to the retailers terms and conditions and are separate to our finance agreement with you.

 

Standard Purchase is a purchase made anywhere that Mastercard is accepted.

We will require you to complete a Notice of Disputed Transaction Form and provide proof the merchant has agreed to a refund, for us to utilise Mastercard’s Chargeback and Disputes process.

 

This supporting documentation is a mandatory requirement and must be provided to ensure we can dispute your transaction with the merchant.

 

The completed Notice of Disputed Transaction Form and supporting documentation must be returned to customer.services@flexicards.co.nz within 7 days for flexigroup to initiate the dispute process via Mastercard.

We will require you to complete a Notice of Disputed Transaction Form and provide the applicable supporting documentation for us to utilise Mastercard’s Chargeback and Disputes process:

 

  • Proof that merchant ceased trading
    • g. an official announcement on merchant’s website, Liquidator’s email to the customer as unsecured creditor, etc.
  • For services not rendered by the merchant
    • copies of the documents showing that services should be provided after merchant ceased trading, e.g. copy of the flights booking where flight dates were scheduled after airline declared liquidation;
  • For goods not received
    • proof of delayed delivery or unused gift voucher for the insolvent retailer.

 

This supporting documentation is a mandatory requirement and must be provided to ensure we can dispute your transaction with the merchant.

 

The completed Notice of Disputed Transaction Form and supporting documentation must be returned to customer.services@flexicards.co.nz within 7 days for flexigroup to initiate the dispute process via Mastercard.

Yes, you are required to maintain your monthly repayments towards your account while the dispute process is in progress.

You need to contact the retailer. Any issues with a product, its delivery or a refund are subject to the retailers terms and conditions and are separate to our finance agreement with you.

 

Long Term Finance means Finance options including a Flexi Payment Purchase and a Fixed Instalment that we may offer from time to time. Long Term Finance is available at participating retailers throughout NZ.

 

Retailer is any accredited party that accepts payment using your card or Account.

You need to contact the retailer directly. If the retailer has gone into liquidation you will need to contact the liquidator directly. You can find out who the appointed  liquidator is by checking the Companies Office Register and searching the company name at https://companies-register.companiesoffice.govt.nz/

 

Insolvency.govt.nz also has helpful information on what to do when you are owed money or awaiting goods/services including what supporting information/documentation you may need to provide the liquidator.

 

Please contact our customer service team if you require confirmation of your Long Term Finance purchase or a copy of your statement and we will be able to help you with this.

No, you will need to file the claim with the liquidator yourself however, we are happy to provide you confirmation of your Long Term Finance purchase or a copy of your statement if you cannot locate a copy.

 

Insolvency.govt.nz also has helpful information on what to do when you are owed money or awaiting goods/services.

Yes, our finance agreement with you is separate to your purchase agreement with the retailer who you purchased goods/made an order through. Unfortunately, that means you still required to make repayments to us and will need to follow up the retailer separately.

CONTACTLESS PAYMENTS

During the Covid-19 pandemic, New Zealand’s payments industry will progressively roll out a temporary increase to the PIN limit for Contactless card payments to $200. The increase, which is up from the current $80 limit, aims to help reduce the need for customers to touch PIN pads when making in-store purchases during the COVID-19 pandemic. Therefore, you can now use your Q Mastercard during this time for Contactless purchases of up to $200.

 

Given the number of cards, payment terminals and businesses involved from across the country – it’s expected to take a few weeks for the roll out to be completed by retailers. Whilst our Q Mastercards are activated with the benefit now, we require merchants to activate contact payment capabilities at their terminals.

 

For Contactless payments over $200, the terminal will still ask for a PIN number so just follow the prompts.

Q Mastercard will continue to monitor transaction accounts and alert customers to any unusual activity. If you have any concerns about unauthorised transactions on your account, please contact us. We also advise all customers to treat their contactless cards like they would cash and take the necessary precautions to keep them safe. While contactless cards are a secure way to pay, if lost or stolen, they should be reported immediately here.

All you need to do is follow the usual prompts on the PIN pad when paying. If the limit has become active on that payment terminal, it will kick in automatically. You will simply see the Contactless symbol show on screen, hold your card directly above the screen and you will see the status of your payment on screen. That’s it.

The new $200 PIN limit will automatically be applied to payments made in store using your mobile phone with Apple Pay. You will not have to make any changes to the existing card details on your phone. You may have noticed that some terminals already don’t ask for a PIN. This is because some terminals are set up to know your mobile has identified you using your fingerprint or face ID, and don’t then require a PIN for any limit. That will continue at those terminals.

Load More


COOKIES AND PRIVACY

By continuing to browse this site, you agree to the terms of our Privacy Policy, including providing us with the consents contained therein, and our use of cookies. You can review our Privacy Policy page to find out more about how we collect, disclose, use, store or otherwise handle Personal Information and how we use cookies.