General Forum

Kia ora! One huge advantage of the passwords on Te Papa Hou now is we can share some better contacts at organisations that are for financial mentor's use only. I'm in the process of handing over the admin of the list of contacts on Te Papa Hou to my colleagues running the community of practices but for now here are a bunch more contacts you are welcome to use for escalation of issues or pass on to other mentors. These are for anything from a full on debt waiver negotiation through to you are just not getting response through general contact addresses. Westpac 0800 for financial mentors Phone: 0800 611 211 or 09 374 8316 Email: Financial_mentor@westpac.co.nz Hours: Mon – Fri, 8am – 5pm Milton Graham 'We have a created an inbox specially for the referrals if something needs to be fast tracked which is' fcmtqueries@miltongraham.co.nz (update 15/11/22 - Charlotte a DBAS had a quicker response from: nzfinance@miltongraham.co.nz yesterday) Baycorp: Direct email address to Baycorp for financial mentors – financialmentors@baycorp.co.nz Laybuy contact Kelvin Singh -  Head of Customer Support Hardship policy - https://www.laybuy.com/nz/unforeseen-financial-hardship (update 15/11/22 - we've heard this person has left LayBuy and we have emailed asking for a new contact)

Afterpay

Dedicated email address for New Zealand Financial Mentors: financialmentor@afterpay.co.nz

Nova Energy The direct line to the Credit Team is 0800 438 427 and the email address is creditsolutions@novaenergy.co.nz Contact for escalating where bank privacy authorisation is not accepted Below is a quoted email from NZBA, these contacts are intended to only be for where privacy authorisation isn't being accepted: "Further to our recent meeting, I’ve asked the retail banks for escalation contacts in case financial mentors have issues with banks accepting the Banking Information Privacy Authorisation form, when they are working on behalf of clients. The contacts are: ANZ Email: financialmentorsupport@anz.com Or call Sally Girvan – 04 436 5792 Carl McCullough – 04 436 5781 ASB Email Bryce Nicol: bryce.nicol@asb.co.nz Tel 09 339 3400 (see thread below for new details) BNZ Email Barbara Horne: barbara_horne@bnz.co.nz  Email Jodi Hoare: jodi_hoare@bnz.co.nz Co-operative Bank Email: centralisation@co-operativebank.co.nz Heartland Bank Email Lisa Hatfield: lisa.hatfield@heartland.co.nz Kiwibank Email Nikki Brown: Nikki.Brown@kiwibank.co.nz SBS Bank Email Mandy Oosterbroek: mandy.oosterbroek@sbsbank.co.nz TSB Email Virginia Douglas: virginia.douglas@tsb.co.nz Westpac Email James Fong:  james.fong@westpac.co.nz Tel 09 367 3942 I’ve also asked the banks to remind relevant colleagues that the form provides a consistent way for bank customers to share their financial information with financial mentors so they can provide the customer with budgeting advice." I'd also really like to thank everyone who has contacted me to let me know a contact is out of date over the last year or so! It is a difficult one keeping them up to date. If you have some good contacts at organisations that you would be happy to pass on to help other financial mentors then please do share them below!

Thanks Jake for this list. It is much appreciated

Hi Jake.  Can you please look at this post - it is showing as a whole lot of mixed up text?  

All fixed, thanks Lee-Anne :)

Apologies and thanks Rocky!

New details for ASB:

Can you please update the below ASB contact info for the Financial Mentors. Financial Mentors inbox – financialmentors@asb.co.nz ASB has just updated (28/11/23) that the correct FM inbox email is actually: financialmentor@asb.co.nz

Customer Assistance team – 0800 272265 To escalate any issues directly – Veniana Kean (Customer Assistance Manager) veniana.kean@asb.co.nz or mobile number 027 2275703 Veniana will also manage and approve any privacy waivers rather than directly coming through to me

Baycorp: a new direct email address to Baycorp for financial mentors - financialmentors@baycorp.co.nz  

Thanks to Christine from DebtFix for sending this update through: Afterpay: Dedicated email address for New Zealand Financial Mentors: financialmentor@afterpay.co.nz https://www.afterpay.com/en-NZ/hardship may also be of interest.