Fee refunds

We recently completed a review of our fees and as a result, have decided to refund in whole or in part, some fees previously charged. 

We're sorry we haven't always met the standards we expect of ourselves and for any inconvenience this may have caused our customers. 

If you're unsure about whether your email/letter/phone call is legitimately from TSB, please call our team on 0800 122 770 between 8am and 6pm weekdays and 9am and 5pm weekends, or message us and we'll come back to you following our security protocols.

We recently completed a review of our fees and as a result, have decided to refund in whole or in part, some fees previously charged. Considering our customers’ needs and environmental impact, we made the decision to only individually contact existing and former customers receiving a refund of $5 or more.

If you're an existing customer and receiving a refund of less than $5, this has been paid directly into your account with the description ‘TSB fee refund’.

If you are due a refund you will have received an email, letter or phone call from us with details of how to claim your refund via our TSB Refund hub.

If you no longer bank with us and were to receive a refund of less than $5, we will be donating this to our chosen charity, KidsCan Charitable Trust. This decision was made considering our customers' needs and environmental impact. If you're a former customer and believe you're due a refund of this amount and want to claim it, please message us. 

You can call us on 0800 122 770 or visit any of our branches to do this. If you're visiting one of our branches, please ensure you take your email or letter and unique code with you, along with some photo identification and the NZ bank account you wish to have your refund paid into. 

If you’ve chosen for your refund to be donated to KidsCan, it will be grouped and paid as one or more lump sums, so it isn’t possible to obtain a receipt for individual refunds.

You can call our team on 0800 122 770 between 8am and 6pm weekdays and 9am and 5pm weekends, or message us and we’ll come back to you. You can also provide feedback here. We’re here to help.