For all general enquiries about foreign currency cash or other retail products, please contact our Travelex Retail Customer Service Centre:
Operating hours are Monday-Friday 9am-5pm (New Zealand Eastern Standard Time)
In New Zealand: 0800 666 391
Lines are open 24 hours a day, 7 days a week, 365 days a year. Calls are recorded for training and security purposes.
For assistance with the following:
In New Zealand: call Mastercard Card Services on 0800 447 270
Overseas: see international phone numbers list
Alternatively, you can email prepaidmgmt_cardservices@mastercard.com. In the interests of security, we will not be able to discuss certain subjects by email. Please call the 24 hour Mastercard Card Services Team instead.
For assistance with the following:
In New Zealand: call Travelex Customer Service Centre on 0800 666 391
If you have feedback or questions about any of the services provided by Travelex Retail New Zealand, please:
If the feedback is not resolved, the matter will be automatically escalated to the relevant Sales Manager. If a resolution is not reached within a reasonable time period, the matter will be further escalated to the Travelex Compliance Manager who will refer the matter to Senior Management for resolution. All feedback is logged at each stage of the process.
If we cannot agree on how to resolve the situation, you can contact Financial Services Complaints Limited (FSCL). FSCL are an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs. Their details are as follows:
FSCL
PO Box 5967, Wellington 6145
Ph: 0800 347 257
Website: https://www.fscl.org.nz/
Email: complaints@fscl.org.nz
Online Order Queries:
Tel.: 0800 666 391
(open 24\7, calls may be recorded for training and security purposes)