Heeeelp!

New Zealand has passed a law called the Anti-Money Laundering and Countering Financing of Terrorism Act 2009 (AML/CFT for short). We must ensure we can identify our customers, know their addresses and, in some cases, know the sources of our customers’ funds.

Unfortunately if we can’t identify you as per the above, we can’t let you continue with your purchase.

If you are an existing customer and we have requested you identify yourself for AML purposes AND you already have an existing payment plan, you can continue to pay off your current purchases (e.g. your weekly or fortnightly payments will continue normally) but you cannot make additional purchases until we have AML verified you.

AML doesn’t just apply to us. It also applies to betting agencies, casinos, banks, lawyers, accountants and real estate agents.

Absolutely! Pay your outstanding balance at any time you like – there are no charges or fees to do this.
 
To find your pay-out figure, go to the Payments section of the humm app or the humm website and follow the steps.

Or, if you prefer, you can transfer funds to us. Please note – transfers must be completed three days before your scheduled debit date.

Bank Name – ANZ
Account – 01-1839-0935068-01 (001)
Account Name – Humm (may appear as Flexigroup (New Zealand Limited)
Transaction reference – Your purchase number

Once your balance has been repaid in full – and as long as you have no other active purchases – your account will become inactive and you won’t be charged any fees.

You sure can. Using the Pay Now feature, you can make early repayments on an active purchase at any time. You’ll need to have an active debit or credit card on your account to do this.

If you don’t have an active debit or credit card on your account, simply add one before using Pay Now. Here’s how:

• Go to Settings, Payment Methods, Add New Card, and fill out the details.

Right now, we’re not set up to process one-off additional repayments through our app or online – but that function is coming soon. Please give us a shout on 0800 189 236 and our Support Team will be able to help.

Eaaaasy! Simply login to your account and look for Plan Details on the humm app or website to see your account balance.

Whether you’ve just got married or you’ve decided to change your name by deed-poll, it’s all good. To change the name on your account, drop us a line at [email protected] with a copy of a marriage certificate, driver licence or passport, which shows your correct legal name. 

Zero. Nothing. Nada. The technical term we use is ‘nil balance’. If this is the case for you, it may mean that you need to add a debit or credit card.

Once you’ve repaid your purchases in full, your account will become inactive with no more fees or charges to pay. If you would like to completely close your account, please call us on 0800 189 236.

If you have a problem, concern, or complaint about any part of our service, please contact us so that we can try to fix the problem.

You may contact our internal complaints scheme by:

Telehone: 0800 189 236
Email: [email protected]
Post: Flexi Cards Complaints Officer, Private Bag 94013, Auckland 2241.

We aim to acknowledge and resolve all complaints in a timely manner. If we cannot resolve your complaint immediately, we will advise you of this and endeavour to keep you informed of progress throughout the process. All complaints are received by our Customer Service Representatives who will endeavour to resolve your complaint in the first instance or, if this is not possible, refer your complaint to our Complaints Officer.

If we cannot agree on how to fix the issue, you can contact Financial Dispute Resolution Services (“FDRS”), an external dispute resolution scheme approved by the Minister for Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. This service will cost you nothing, and will help us resolve any disagreements.

You can contact FDRS by:

Telephone: 0508 337 337 or 04 910 9952
Email: [email protected]
Post: Financial Dispute Resolution Services, Freepost 231075, PO Box 2272, Wellington 6140
Website: www.fdrs.org.nz

Alternatively, you may lodge a complaint or report to the Financial Markets Authority at any time by:
Telephone: 04 472 9830
Fax: 04 472 8076
Post: Financial Markets Authority, PO Box 106 672 Auckland 1143

The Financial Markets Authority is also a key source of general information about financial advisers.
For more information, visit the FMA website: www.fma.govt.nz

You can find stores that are humm-ing along with us, here: https://www.shophumm.com/nz

Once you’ve chosen the category of retailer/s you’re looking for, you can search by brand or suburb name. Be sure to also search for surrounding suburbs.

By the way, it’s worth checking back frequently – we’re adding stores all the time as we build this humm to a glorious crescendo…

Yes, but you need to…

• Be 18 years or older.
• Be a permanent resident of New Zealand.
• Have a permanent job (at least 25 hours a week) or be on a New Zealand Super or Veteran’s Pension.
• Be sure you’re not insolvent (or declared bankrupt).
• Have a valid New Zealand driver licence or passport.

With ‘little things’ you can buy up to 5 items at any one time – as long as you stay within your limit. As you buy stuff the amount you have to spend – we call it ‘available spend’ – goes down. And of course, as you repay, that ‘available spend’ figure goes back up again.

For ‘Big things’, we’ll do an affordability assessment when you go through the application to let you know how much you have to spend. (As part of the application, you’ll need to share access to your bank statements for information to help us in our approval process). This makes things much easier for us to make an affordability assessment and more importantly simpler and easier for you!

Note: An establishment fee applies each time you make a big things purchase.

You can do it 2 ways.

If you know exactly what it is you want to purchase, the amount you request should be based on the value of purchase you want to make.  It’s not like a credit limit, it’s an available amount of funds to make a single big thing purchase.  

If you are still looking, pre-approvals are the way to go. Apply before you shop through the humm app and tell us how much you’d like. We’ll assess your pre-approval amount on your ability to pay this amount back over a 6 month period.

Once approved you’ll get a barcode which indicates the maximum amount you can spend. If you’re in-store, simply show the staff your barcode and they’ll be able to access your magic number (AKA ‘pre-approval amount!’). Remember, pre-approval lasts 90 days.

To fulfil our obligations as a responsible lender, if you want to purchase something else with your big things wallet, you need to go through an application again.

Yes we do – we need to be sure, both for you and us that you have the ability to afford to pay for the things you want.

The short answer is, we have to play it safe. For your sake and ours.

To unpack that in a bit more detail, as a responsible provider of credit, we look at several factors as part of our assessment process. This includes (but is not limited to):

• Your repayment history with other lenders and accounts (e.g. telco, utilities and credit accounts). This helps us determine whether you can comfortably meet your repayments.
• Other information you provided which allows us to consider your application, such as how much you earn, your spending and whether you’re working, into consideration.

We hope you understand it’s all about us being responsible rather than negative, judgemental or anything like that.

In some cases, we do reduce the amount we give you. This is an extra precaution we take based on our assessment of your ability to repay.   Over time, as we get to know you better, we may offer to increase this amount.

No – you have to go through an application process every time you want to purchase a big thing.

For both little and big things you pay a 20% deposit at the time you make a purchase. Don’t worry, this is your first payment and not an additional cost. The remaining balance of your purchase is then divided up over the rest of your payments.

If you are using big things for your purchase your $20 establishment fee will also be charged at the time you pay your deposit

Good news – you don’t need to do anything!  We’ll automatically move you over to humm. 

All you need to do is log into shophumm.com/nz using your existing log in details and you’ll see all your current purchases and your available balance. No need to change your debit or credit card linked for payment. We’ve got this covered also.

Please make sure you download the humm app to make things easier going forward.

Too easy! Head to https://buyer.shophumm.co.nz/ and click on the ‘Forgot Password’ link. You’ll get a text message. Read it and follow the steps to confirm your date of birth.