If you have made a transfer in error, please follow the guidance below. We will do our best to support you within reasonable means:

• If you know the recipient, we recommend that you contact them directly to request the return of the funds. This is usually the fastest way to recover the payment.
• If you are unsure who received the funds (e.g. the payment was sent to an incorrect account number), please contact our customer service hotline immediately. We can assist by reaching out to the receiving bank or the unintended recipient.
• Customer Service Tel: 0800 695 566 (Within New Zealand);
• 0064 9980 9000 (From Overseas)
• If the funds were sent to a closed New Zealand bank account, the payment will typically be returned by the receiving bank within a few business days.

Important Notes:

• The return of funds requires the consent and cooperation of the account holder. The bank cannot compel the recipient to return the funds.
• A recovery investigation fee may apply. Please note that this fee may still be charged even if the recovery services is unsuccessful. For details, please refer to our [Personal Banking Fees and Charges].
• Due to the real-time nature of payments, we are unable to unilaterally reverse or cancel a completed transaction. While fund recovery is not guaranteed, we will make every reasonable effort to assist you.
• The recovery process may take several business days, depending on the processing time of the receiving bank and the cooperation of the recipient. We will keep you informed throughout the process to ensure you are updated on the latest progress.