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 (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.
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
The Access Prepaid hotline operating hours are 7am - 7pm (Mondays - Fridays) and 9am - 5pm (Saturdays) New Zealand Eastern Standard Time.
Feedback and Questions
If you have feedback or questions 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 or via email to RetailCSC@travelex.co.nz.
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:
PO Box 5967, Wellington 6145
Ph: 0800 347 257