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 the letters ”ID”, followed by 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

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 Web Self Service so the card can’t be used.

 

If you wish to dispute a transaction (for example, you were charged an incorrect amount, have not received the goods or services or have received an incorrect amount of cash from an ATM), please complete the Disputed Transaction form and either email it to customer.services@flexicards.co.nz, or post it to: Flexi Cards Chargebacks and Disputes, PO Box 94013, Auckland 2241.

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. which 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.

To add Q Mastercard Repayment Insurance onto your Q Mastercard Account please call us on 0800 855 333.

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.

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