Help & Support


What to do if you're having financial difficulty

We understand that sometimes unexpected things may happen and your circumstances can change suddenly, which may make it difficult to make your payments. This could be because of an  illness, injury, loss of employment, or the end of a relationship.

If you’re having trouble managing payments on any of the below, you can talk to us, or apply for a hardship variation.

  • arranged overdrafts
  • home loan
  • personal loan
  • credit cards

 A hardship variation is a temporary change to the conditions of your loan.

 

How we can help you

You can apply for a hardship variation by making a request to us in writing explaining your situation, or filling out our Application for Hardship form PDF 98KB. You can also pick up this form in one of our stores

You'll need to request one of the following options (we'll contact you if the option you've chosen isn't available for your loan):

a. extend the loan term and reduce the amount of each payment

b. postpone, during a specified period, the dates on which payments are due;

c. both of the above.

Please send your completed hardship application to us, plus supporting documentation, at bnzcare@bnz.co.nz, or mail it to BNZ Care, Private Bag 92089, Auckland 1142, or take it into a BNZ store.

If you would prefer to make your request by writing to us, don’t forget to include your account number.

Do this as soon as possible because if you leave it for too long you may not qualify. All hardship applications are subject to BNZ assessment and approval. Your application must contain the signatures of all parties.

Contacts

You can contact us on 0800 375 007, between 8am to 7pm Monday to Thursday, or 8am to 5pm Fridays.

 

Business customers

Hardship is not available for businesses, investment vehicles, partnership or trusts.  If you’re a BNZ Partners customer, please contact your Partner to discuss.