For all general enquiries about foreign currency cash or other retail products, please contact our Travelex Retail Customer Service Centre:
- Email: RetailCSC@travelex.co.nz
Operating hours are Monday-Friday 9am-5pm (Australian Eastern Standard Time)
Lines are open 24 hours a day, 7 days a week, 365 days a year. Calls are recorded for training and security purposes.
General enquiries: Travelex prepaid cards
Enquires in respect of Travelex Money Card and Travelex Multi-currency Cash Passport are managed by Access Prepaid New Zealand Limited. For all general enquiries, please see below:
- Phone: 0800 447 270 (find overseas numbers here)
The Access Prepaid hotline operating hours are 7am - 7pm (Mondays - Fridays) and 9am - 5pm (Saturdays) Australian Eastern Standard Time.
Complaints and Disputes
If you have a complaint about any of the services provided by Travelex Retail New Zealand, please:
- address such complaint to your nearest Travelex Foreign Exchange store; or
- contact Travelex Retail Customer Service Centre directly by calling 0800 666 391 (if overseas, please call +61 2 9696 9299) or via email to RetailCSC@travelex.co.nz.
If the complaint 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 complaints are logged at each stage of the process.
If you are dissatisfied with the resolution of a complaint you have lodged with Travelex Retail New Zealand you may refer your complaint to our external dispute resolution body, Financial Services Complaints Limited (FSCL), their details are as follows:
FSCLPO Box 5967, Wellington 6145
Ph: 0800 347 257