Frequently Asked Questions

Can I apply for an SBS Visa Credit Card online?

Yes, you can apply by clicking here or by;

  1. Calling us on 0800 727 2273 and select option 1, or

  2. Visiting your nearest SBS Branch - click here to find your local SBS branch. Our branch team members will be happy to help you apply, or

When applying through the above methods, please have the following things handy;

  • A current and valid Passport or New Zealand Driver Licence
  • Details of your income and regular expenses.

Can I apply for a credit card if I don’t have a Driver Licence or passport?

If you don't have any of the documents listed below, you won't be able to complete the application form.

We accept the following types of Identification Document (ID):

  • New Zealand Passport
  • New Zealand Driver Licence
  • Overseas Passport

Your ID must be current and valid. If you don't have any of these types of ID please phone us on 0800 727 2273 for help.

If I change my mind about my credit card application, can I cancel it?

Yes, if you’d like to cancel your application, you can:

  • call us on 0800 727 2273 or

  • send us a letter to: SBS Visa Credit Card Team, PO BOX 1204, Invercargill 9840 to arrange this.

If you want to cancel a card, tell us (call us or send us a Secure Message through SBS Bank Internet Banking) and cut the card in half. 

If you request for all cards on your account to be cancelled, you'll need to pay us the full amount owing on the Card Account at once. Unless you cancel your Card Account within five business days of receiving your welcome letter, in which case you will have five business days to pay us the full amount owing.

You'll need to pay us any Charges that are debited after the cancellation date too, if any Transactions or other Charges such as interest haven't been processed before then.

Can I include my partner's income in my application as additional income?

No, you can't include your partner's income. If your partner is the main earner, it's best for them to apply for the credit card instead.

In my application, can I list more than three sources of income?

No, we only accept up to three sources of income. Most of your income should come from your primary source. Your source of income must be legal and can be any one of the following:

  • Salary 
  • Wage
  • Commission
  • Rental property
  • Interest/Dividends
  • Superannuation
  • Benefit
  • Profit (If you are self-employed)
  • Child support

Can I save my application and complete it later?

No, you can’t save your application form. Before you start applying for a credit card, it’s best to make sure you have all the necessary information you’ll need nearby.

Can my credit card be issued in the name that I go by (nickname)?

Unfortunately, the name of the card needs to match the legal name on your account.

How long does it take to apply for a credit card?

It should take you about 10 minutes to fill in the online application form. 

Here's what you'll need to get started:

  • A current and valid Passport or New Zealand Driver Licence - so we can verify who you are
  • Details of your income and regular expenses.

If I've been conditionally approved, what do I need to do to get fully approved?

We'll send you an email telling you what you need to do to get fully approved. In most circumstances, you'll need to do one of the following:

1) Send us a document that shows your home address or take it to you nearest SBS Bank branch. These are the types of documents we'll accept: 

  • A bill from your water, power, gas, telephone, mobile or internet service provider
  • A council rates notice or valuation notice
  • A bank statement from a New Zealand bank
  • Any Insurance Policy
  • A letter from the Electoral Office
  • Any documentation from a Government agency that includes a unique reference ID
  • A letter from a Solicitor confirming your recent house purchase
  • A tenancy Agreement

2) Send us a certified Identification Document (ID). These are the documents we'll accept:

  • NZ Passport 
  • NZ Driver Licence 
  • Overseas Passport

If my application is declined, when can I reapply?

If your application for a credit card was declined and you want to apply again, you're welcome to do so after six months and we'll access your application then.

My Identification Documents (ID) is expired, can I still use it for my application?

No. Your ID must be current.

What does it mean if my application is conditionally approved?

If your application is conditionally approved, it means that we've approved you for a credit card but can't complete your application because we can’t verify your ID automatically. So, we'll need to see or receive a document that shows your home address or receive a certified copy of your Identification Document (ID) or both before we can complete your application.

You will receive an email or a phone call (if you haven't provided your email address) from us telling you what you need to complete your application and how to do this or you can call us on 0800 727 2273.

Why do you need to know my friend or relative's phone number?

If we need to speak with you urgently but can’t get hold of you, we'll phone your friend or relative to ask how we can get in touch with you. Rest assured that we won't talk about your account with your friend or relative.

Why do you need to know what my income is?

As a responsible lender, we need to know what your income is and what your regular expenses are to make sure you can make repayments on your credit card for the credit limit you have requested. If we do not think you can make repayments, or we think the credit limit requested is too high for you we may decline your application or propose a lower credit limit respectively. 

Why was my application declined?

There are various reasons why your application for a credit card was declined. It could be because of your credit history, income, high expenses, or other debts you may have. 

As a responsible lender we need to make sure that by having one of our credit cards you can afford to make repayments on a credit card. 

If your application is unsuccessful, you're welcome to apply again after six months and we'll assess your application then.

Why do you need my Identification Document (ID)?

We need your ID so we can verify who you are (which the law requires us to do) and prevent people from obtaining a credit card fraudulently. 

Why do you need to know my email address?

We need to know your email address because it's the best way for us to get in touch about your application and/or decision.

To view your current and previous statements online, just log into SBS Bank Internet Banking.

Who should I list as my dependents?

List any persons under 18 years of age who you support financially.

Who can certify my documents?

We accept documents certified by any one of the following are acceptable to certify your documents:

  • Member of the Police
  • Justice of the Peace
  • Lawyer
  • Chartered Accountant
  • Deputy Registrar
  • SBS Bank Team Member

If I apply for a credit card, when should I expect to get a response back?

When you apply for a credit card, you'll get one of the following responses within 60 seconds:

  • Approved for a credit card, or
  • Approved on condition that we still need to verify your Identification Document and/or your home address, or
  • Referred to the Customer Experience Team for your application to be assessed further, or
  • Declined.

 

How do I log in for the first time?

You're already registered for SBS Bank Internet Banking so all you'll need to do is set up a password. Here's how you get started:

  • Go to sbsbank.co.nz/firstlogin and follow the prompts.
  • You'll be sent a temporary password to your mobile number which you'll need to enter when logging into SBS Bank Internet Banking.
  • You'll then be asked to set up a password.

In order to protect your account and personal information you must not provide your password to anyone. When you speak with us, we won't ask for your password.

I'm having trouble logging in to SBS Bank Internet Banking for the first time - what should I do?

If you're having difficulty logging in, check that the information you have entered is correct and meets the below criteria:

Customer number

  • 6 digits
  • Numbers only (no letters or special character)
  • Can be found on the back of your credit card 

Authentication Code

  • You should have been sent an Authentication Code to your mobile number - this will be sent to the mobile number you provide on your application
  • If you didn't provide us a mobile number or your number has changed since your application, you'll need to call us on 0800 727 2273.

 Password

  • You make up this password 
  • Needs to be a minimum of 8 characters and not have numbers and/or letters in consecutive order (e.g. 1234 or abcd).

Re-enter password

This must be identical to the password you have entered in the password field.

If you’re still unable to log into SBS Bank Internet Banking please contact us on 0800 727 2273.

How often will I receive my statement?

We'll send your statement once a month. 

The only time we won't send you a statement is if there's been no activity on your account and your closing balance is $0.

Can I receive my statement via email?

No, for your security we'll never send your statement to your email address.

If you've chosen to view your statements online, we'll send you a notification via email to let you know when your statement is available to view in SBS Bank Internet Banking.

If you're still receiving your statements through the post but you'd rather view them online, you can change your preference in SBS Bank Internet Banking and we'll stop sending your statements through the post.

How do I view my statements online?

To view or print copies of your credit card statement online, go to SBS Bank Internet Banking and;

  • click on 'statements' from the top menu;

  • under 'select account' click and select from the drop down selection your credit card;

  • under 'statements from last search' select from the drop down the statement date you would like to see;

  • below your selection choices you will find your statement available to view.

Can I print my online statement from SBS Bank Internet Banking?

Yes, you can print your statement.You'll need to have a PDF Reader, installed on your computer and/or device. This type of software comes pre-installed on most devices you can use to access internet banking, but if you don't have one already installed you can download it free, such as Adobe Acrobat Reader from Adobe.

Can I repay more than the Minimum Amount Due?

Yes, you can repay us more than the minimum amount due or the full closing balance as shown on your statement. Repaying more than the minimum amount due each month will result in you paying less interest and you'll be able to pay off your balance faster.

Can I use my credit card overseas?

Yes, you can use your credit card overseas wherever Visa is accepted. We do recommend that you inform us when you are going overseas - this will help us identify if there are any suspicious transactions on your account.

Some fees apply when you use your credit card overseas. Please see the SBS Visa Credit Card Fees and Charges for a complete list of fees for overseas transactions.

Can Visa payWave be disabled?

Visa payWave cannot be disabled on our cards, however you are not required to use this feature. Just continue to swipe the magnetic stripe in the EFTPOS terminal and use your PIN. 

Any transaction which requests you present or tap your card on a reader, is used to facilitate a contactless payment using Visa payWave, but it only works where your card is placed within four centimetres of the reader and is for transactions less than $80 in New Zealand, anything above that amount will also require you to enter your PIN. Please note when using your card overseas a different threshold amount may apply to contactless payments and you may be asked to enter your PIN or sign for your purchase.

How do I close my account?

If you want to close your account, please let us know through:

  • SBS Bank Internet Banking (via secure mail), or 
  • Call us on 0800 727 2273 or
  • Send a letter to us to: SBS Visa Card Team, PO BOX 1204, Invercargill, 9840

Things to note:

  • Before we can close your account, you'll need to repay any amount owing on your account in full
  • You'll need to cancel your direct debits with us
  • If you've authorised any sellers to debit your credit card, you'll need to make new arrangements with them before you close your account otherwise the payment will be declined.

How do I update my contact details?

You can update your contact details by logging into SBS Bank Internet Banking and following the prompts.

However, you won't be able to update your mobile number through SBS Bank Internet Banking. You'll need to call us on 0800 727 2273 during business hours to do this (our Branch locations and operating hours can be found here). This is because we use your mobile number to send you an Authentication Code when you use some of the services in SBS Bank Internet Banking so it’s added security.

Is there a limit on how much cash I can withdraw from my credit card? 

Yes, you can make:

  • 3 withdrawals up to a total of $800 in any one day, or

  • a total of $1,500 in 3 days, or

  • a total of $2,000 in one week.

However, some ATMs or financial institutions may have their own limits on the amount of cash you can withdraw, so it could be less.

If you withdraw cash, you'll be charged interest immediately from the date you withdraw that cash.  You'll continue to be charged interest on that cash withdrawal, until you've repaid it in full.

For all fees and charges that may apply to your account, please refer to our current SBS Visa Credit Card Fees and Charges.

Can I obtain a cash advance from SBS Bank branches? 

You will not be able to perform cash advances at any SBS Bank branches. Other financial institutions may offer this service but you will have to confirm with them at the time.

 

 

How much do I need to repay each month?

Each month your statement will show the opening and closing balance, and the Minimum Amount Due on (or before) the due date set out in the statement.

If the closing balance is less than $20, the Minimum Amount Due will be that amount. If it's over NZ$20, the Minimum Amount Due will be:

  • $20, or
  • 3% of the outstanding balance of each Charge rounded up to the nearest cent (for the purposes of this calculation only)
  • Whichever is the higher amount, if you don't repay your closing balance off in full each month, interest will be charged on that amount.

If you can afford to, it's best to repay more than just the Minimum Amount Due. If you only repay the minimum amount, then you'll end up paying more because of interest that is charged on the balance and it will take you longer to repay. However, if you repay more than the minimum amount due each month, it will reduce the amount of interest charged and you'll be able to pay off your balance faster.

If you’ve missed a previous payment to us and/or have an Overlimit Amount, you’ll need to pay this amount immediately. This is in addition to your Minimum Amount Due which must also be paid, but by the payment due date.

 

How will amount you pay us be applied? 

We can choose how to apply money you pay us against amounts that you owe us. While it is always up to us how to apply payments, as a general rule we’ll apply them:

  • first against any Overdue and/or Overlimit Amount, second against any Minimum Amount Due on your Card Account and third against any other Charges on your Card Account; an

  • against Charges in the following order of priority:

  • Fees and Insurance premiums

  • Cash Advances

  • Interest on Cash Advances

  • Standard Transactions

  • Interest on Standard Transactions

  • Any other Charges 

Regardless of the above, if you have made a payment that results in your Credit Card Account having a credit balance, that credit will be applied to any future Charges in the order that those fees, interest and Transactions are made or debited from your Card Account.

How do I make repayments? 

1. Internet Banking

If your prefer to bank online and are good with online stuff, log into your internet banking and add "SBS Visa Credit Card" as a new payee. You can choose to make one-off payments to us each month to repay all or part of your SBS Visa Credit Card balance or you can set up an automatic payment, for a fixed amount to be paid and the date you want to pay it (e.g. weekly or monthly). The details to include when setting up your payment are set out below.

PARTICULARS - Your account number (it's the series of numbers starting with SB e.g. SB30000000111)

CODE - Your last name and initials (e.g.Citizen J)

REFERENCE - Your customer number (located on the reverse of your credit card e.g. 123456)

2. Direct Debit

Just set it and forget it. Download and print our direct debit form at sbsbank.co.nz/credit-card/documents or visit your nearest SBS Bank branch to pick one up.

Once you've filled it out, post it to:

SBS Visa Card Team
PO BOX 1204
Invercargill
9840

or email it to cc.info@sbsbank.co.nz

3. Over the Counter at your nearest SBS Bank branch

If you would like to pay in person, visit your nearest SBS Bank branch and one of our helpful team will get this sorted for you.

4. Over the Counter at NZ Post

Just take your latest SBS Visa Credit Card statement to your nearest NZ Post shop (a $1.50 fee applies). Visit nzpost.co.nz to find your local Post Shop. 

If you can't pay in one of these ways, you can call us on 0800 727 2273 to discuss alternative methods. However, we do prefer electronic payments.

What is a Direct Debit?

Direct Debit is another method of payment that you can use to repay your account. Through a Direct Debit, you give us permission to take the exact amount of money you specify from a nominated account, to pay your account on the due date.

How do I set up a Direct Debit?

You can download and complete a Direct Debit form or call us to request one.

Send the completed form to:

SBS Visa Card Team
PO BOX 1204
Invercargill
9840

or email it to cc.info@sbsbank.co.nz

If you want to stop your direct debit payment, you'll need to contact us 48 hours prior to your direct debit payment due date. If you want to change any of the details of your direct debit you will need to let us know and complete a new direct debit form.

Help! I'm locked out of SBS Bank Internet Banking

When you log into SBS Bank Internet Banking, you have a fixed number of consecutive chances to enter your password correctly. If you get these wrong, you’ll get locked out of SBS Bank Internet Banking.

To regain access to SBS Bank Internet Banking, click the 'Forgot my password' link on the login screen and follow the prompts. If you're still having issues, please call us on 0800 727 2273.

Help! I can't open my online statement?

You'll need to have a PDF Reader installed on your computer and/or device. This type of software comes pre-installed on most computer devices where you can access internet banking, but if you don't have one already installed you can download it free, such as Adobe Acrobat Reader which is free from Adobe

I don’t recognise a transaction on my statement, what do I do?

If you don't recognise a transaction on your statement, you'll need to let us know within 30 days of receiving your statement. 

You can download and complete a Dispute Notification form from sbsbank.co.nz/credit-card/documents or call us to request one.

Send the completed form to:

SBS Visa Card Team
PO BOX 1204
Invercargill
9840

or email it to cc.info@sbsbank.co.nz

Help! I've forgotten my password

If you've forgotten your password and can't access SBS Bank Internet Banking, you can reset your password by clicking on the 'Forgot your password?' link on the login screen and following the prompts.

My credit card is about to expire, what do I do?

Your credit card will be valid until the last day of the month written on it, for example, if the expiry date is 06/19, your credit card will work until midnight on 30 June 2019, but will not work on 1 July 2019.

We'll send you a new credit card 30 days before your current one expires (we do this automatically, you don't have to ask us to). If the renewal card hasn't arrived by the time your card's due to expire, let us know.

A couple of exceptions apply though:

  • we can't send renewal cards to you at an address outside New Zealand, and
  • we won't send out a renewal card if there's an overdue amount on your Card Account (or you're in default for another reason).

Once you activate your renewal card, you have agreed to our terms that apply to the card (so make sure you read them before you activate and use your renewal card, as they may have changed since you got your previous card). The most up to date version is always available for you to read: SBS Visa Credit Card Fees and Charges.

What do I do if I don't receive a Authentication Code?

We might not have the correct mobile number on our records. Please call us on 0800 727 2273 during business hours (our Branch locations and operating hours can be found here)

What happens if a cardholder passes away?

If someone in your family who holds an SBS Visa Credit Card passes away then you should let us know as soon as possible by calling us on 0800 727 2273 and we'll let you know what information we require. We understand this will be a hard time for you and we will do our best to ensure the process is as easy as possible for you.

Why have I received an email, letter or SMS that my account is overdue?

If we've told you that your account is overdue, it means that we haven't received the minimum amount due by the date stated on your monthly statement. You need to pay the amount that is overdue immediately.

I can't activate my credit card, what do I do?

If you're having problems activating your credit card, please call our helpful Cards Team on 0800 727 2273 and they'll be happy to help you activate your card.

Can I sign to authorise a purchase or do I have to use a Personal Identification Number (PIN)?

In New Zealand you are required to complete your transactions using your PIN. Using your PIN offers more security against anyone attempting to fraudulently use your credit card. However in some circumstances, you may be prompted to sign for your transactions.

Alternatively, to pay for transactions under $80, you can simply wave or tap your credit card in front of a Contactless EFTPOS terminal and it will automatically process your purchase - there's no need for a signature or PIN. For purchases over $80, you can do the same but you'll be required to enter your PIN. Please note when using your card overseas a different threshold amount may apply to contactless payments and you may be asked to enter your PIN or sign for your purchase.

If you've forgotten your PIN or want to reset it, log into SBS Bank Internet Banking or call us on 0800 727 2273.

Can I use my credit card at an ATM?

Yes, you can use your credit card at an ATM. Cash advance fees and interest rates will apply for any cash withdrawal made. Please see the SBS Visa Credit Card Fees and Charges for full details.

Can I use my credit card overseas?

Yes, you can use your credit card overseas wherever Visa is accepted. We do recommend that you inform us when you are going overseas, this will help us identify if there are any suspicious transactions on your account.

Some fees apply when you use your credit card overseas. Please see our current SBS Visa Credit Card Fees and Charges.

Can I use my credit card by swiping the magnetic stripe?

Most EFTPOS terminals in New Zealand will require you to insert your credit card to complete your transaction. However, in some circumstances, especially overseas, you may be required to use your credit card by swiping the magnetic stripe in the EFTPOS terminal.

If in doubt, follow the prompts displayed on the EFTPOS terminal.

Do other countries have chip credit cards?

Yes. To minimise card fraud, chip credit cards are fast becoming the global standard. However, in some situations you may be asked to use your credit card by swiping the magnetic stripe in the EFTPOS terminals.

How do I block my credit card?

You can do this by calling our Emergency Assistance Line on 0800 727 2273 within New Zealand, or +64 9 623 7554 if calling from overseas and we’ll block your credit card immediately.

How do I use my credit card at an EFTPOS terminal?

To pay for transactions under $80, simply wave or tap your credit card in front of a Contactless EFTPOS terminal and it will automatically process your purchase - there's no need for a signature or Personal Identification Number (PIN). For purchases over $80, you can do the same but you'll be required to enter your PIN.

Alternatively, follow these steps:

Step 1: Insert your credit card into the EFTPOS terminal

Leave your card in the terminal throughout the entire transaction

Step 2: Select 'Credit' and then enter your PIN number

Step 3: Once the transaction is complete, remove your card from the EFTPOS terminal.

How do I choose a Personal Identification Number (PIN)?

Here's a few tips for choosing your new PIN for your credit card:

  • Choose a 4 digit number that’s easy for you to remember
  • Don’t use numbers that are easily identified with you such as your birth date, address or phone number
  • Don’t use repeated numbers e.g. 4444
  • Don’t use consecutive numbers e.g. 1234
  • Your PIN must not be the last or first 4 digits of your card number or customer number
  • Don’t write down your PIN (this includes storing it on your mobile phone) or try to disguise it written down.

If you want to change your PIN, simply log into SBS Bank Internet Banking or call us on 0800 727 2273. 

What do I do if my credit card is lost or stolen?

If your credit card is lost or stolen, please call our Emergency Assistance Line which is available 24 hours a day.

Emergency Assistance

Call: 0800 727 2273 if you are calling within New Zealand; or

+64 9 623 7554 if you are calling from overseas.

A fee may apply when we issue you with a replacement credit card. Please see our current Credit Card Rates and Fees.

Are all online shopping websites 'Verified by Visa'?

No, not all online shopping sites are Verified by Visa. You’ll still be able to proceed with your online purchase, however we recommend you keep the following in mind:

  • Buy from a reputable online retailer that you're familiar with
  • Ensure the website is secure by looking out for a padlock symbol on the address bar
  • Don't disclose your personal or credit card details if you're unsure about the website security
  • Never give out your credit card details via email 
  • If you're shopping on a mobile device, stick to sites and apps that you're familiar with
  • Use common sense - if it doesn't look or feel right, then most likely it's not.

What do I do if my credit card isn't working?

If you're having problems with your credit card, simply call us on 0800 727 2273 and we'll look into the problem for you.

What is Secure Chip Technology?

Secure chip technology uses a microchip embedded in your credit card to store your card's data. Basically, it turns your information into a unique code when used at any EFTPOS terminal, which makes it difficult for anyone to copy and gives your card added security against fraud.

What is 'Verified by Visa'?

Verified by Visa is an additional security feature for online shopping at participating sellers. All our customers are automatically enrolled in the service as part of our Credit Card Terms and Conditions. Whenever you shop online using a seller who is also enrolled with Verified by Visa, the system makes sure that you are the person shopping with your credit card by verifying your identity.

If you'd like to know more, visit Visa for more information. 

What type of information is stored on the chip that's on my credit card?

The chip on your credit card will store exactly the same details that would be contained on a magnetic stripe, details such as your name, card number and expiry date. However, because the information is encrypted and uses various security measure to verify and validate your identity, it is extremely difficult to copy or counterfeit, giving you greater protection when you use your card.

How do I make sure my SBS Bank Internet Banking account is secure?

There are a few things you can do to keep your account safe online. We recommend the following:

  • If you believe someone knows your password, change it immediately 
  • Update your password regularly
  • Never write your password down or share it with anyone
  • Ensure your anti-virus software on your computer is up to date
  • Keep your mobile number and personal details up to date so we can get in touch with you when we need to.

How do I reset my Personal Identification Number (PIN)?

Reset your PIN by logging into SBS Bank Internet Banking and following the prompts or call us on 0800 727 2273 during business hours (our Branch locations and operating hours can be found here).

Why haven't I received my statement in the post?

There are a couple of reasons why you may not have received a statement from us.

  • There's been no activity on your account and your closing balance is $0 - we won't send you a statement for that month
  • You have chosen to view your statements online in SBS Bank Internet Banking
  • We may not have your correct postal address; or
  • In rare cases, your statement might have got lost in the post.

You can view your current and past statements in SBS Bank Internet Banking or you can call us on 0800 727 2273 to post a replacement statement (please note a $1 Copy of statement fee will apply).

 
A copy of the current Southland Building Society (SBS Bank) Disclosure Statement along with our Term Investment Terms & Conditions and QFE Adviser Disclosure Statement are available on request and free of charge from any branch or agency of SBS Bank or on this website
© Southland Building Society, 2016