Financial Support
Experiencing financial difficulty? We’re here to help you.
We understand that life doesn’t always go as planned. Whether you're facing job loss, illness, or other unexpected challenges, we're committed to supporting you through financial hardship — with compassion, flexibility, and respect.
If you're having trouble keeping up with your Card repayments, we offer tailored assistance based on your individual situation.
What is Financial Hardship?
Financial Hardship is when you have difficulty meeting your financial commitments, such as paying off your credit card, mortgage or your utility bills. Financial hardship can be incredibly stressful and can negatively impact all aspects of our lives including work and family.
The causes of financial hardship can be complex, but may include things like the loss of employment, decline in business revenue, illness or injury, relationship breakdown, natural disaster or higher costs of living. Other causes of Financial Hardship include financial abuse and problem gambling.
If you are experiencing Financial Hardship and are unable to make your Card repayments, please contact the American Express Hardship Support team on 0800 472 355 (10:00am – 8:30pm, Monday - Friday NZST) or via Live Chat.
What is Financial Abuse?
Financial or economic abuse involves financial control or using money to hurt someone, including, but not limited to:
- Forcing someone to take on debts.
- Forcing or pressuring someone to sign documents.
- Stopping someone from getting a job or forcing them to do a job they don’t like.
- Making all the key financial decisions in a relationship.
- Applying for credit in someone’s name without their consent.
- Spending joint funds without the other person’s knowledge or consent.
- Control of joint assets and debts to prevent another from leaving an abusive relationship.
Financial abuse is more common than you think and can happen to anyone regardless of age, gender or socioeconomic status.
Financial Abuse is often accompanied by feelings of shame or embarrassment which means victims are reluctant to talk about their situation. Rest assured that if you need to talk to American Express about your circumstances, they will be dealt with sensitively and confidentially.
If you are experiencing Financial Abuse and are unable to make your Card repayments, please contact the American Express Hardship Support team on 0800 472 355 (10:00am – 8:30pm, Monday - Friday NZST) or via Live Chat.
In addition to calling us, you may also find these resources helpful:
- Family Violence Information Line (0800 456 450)
- Oranga Tamariki–Ministry for Children
- Women’s Refuge 0800 REFUGE (733 843)
- Shine (0508 744 633)
- National Network of Family Violence Services
If you are in immediate danger, contact the Police on 111.
What is Problem Gambling?
Gambling addiction is a common disorder. Problem gambling is the inability to resist impulses to gamble and difficulties in limiting money or time spent on gambling, which can lead to severe personal or social consequences. People with gambling disorders typically accumulate debt to support their addiction.
If you are struggling with problem gambling and are unable to make your Card repayments, please contact the American Express Hardship Support team on 0800 472 355 (10:00am – 8:30pm, Monday - Friday NZST) or via Live Chat.
In addition to calling us, you may find these resources helpful:
Need financial or money advice?
If you have concerns about your finances, you can get free and confidential advice from an independent financial mentoring service such as MoneyTalks. Contact MoneyTalks at:
Phone: 0800 345 123
Email: help@moneytalks.co.nz
Mail: PO Box 25332
Featherston Street,
Wellington 6146
Website: www.moneytalks.co.nz
Missed or late payments?
If you’re worried that you’ll miss a payment, or will be unable to meet your ongoing payments, please contact us. It’s important to talk to us if you think you will not be able to meet your payments, even if it’s only short term. Any missed or late payments can result in additional charges, such as late fees, and may impact your credit report.
Hardship Programs
We understand that each person and situation is different. The financial assistance we offer will depend upon your individual circumstances and your capacity to make repayments.
Every case is assessed individually and confidentially. Support may include:
- Waiving interest, fees or charges
- Reducing interest
- Temporarily pausing your repayments and interest
- Creating a structured repayment plan with affordable instalments
- Reviewing your account to explore other tailored solutions
- Connecting you with external financial counselling resources
The duration of assistance will depend on your personal circumstances.
How the Process Works
- Contact Us
Call us on 0800 472 355 (10:00am – 8:30pm, Monday - Friday NZST) to speak with our specialist Hardship Support team. The sooner you get in touch, the more we can do to help. - We’ll Listen
We’ll talk through your situation and may ask for some supporting information (like income and expenses). - We’ll Tailor a Solution
If you’re eligible, we’ll offer options that aim to support your recovery and keep you on track. - You’ll Hear From Us Quickly
We aim to get back to you promptly with a decision or next steps.
Impact on your Credit Score
Once you agree to a financial hardship arrangement, we’re required to report this to the credit bureau where a financial hardship reference or note will be added to your credit report.
However, a financial hardship arrangement should not affect your credit score. Your credit report will note that you have an arrangement in place, which will remain on your report for 12 months, however it won’t disclose the reason for your arrangement.
That’s why entering an arrangement is recommended as it demonstrates your commitment to getting back on track. If you cannot make your repayments and do not enter an arrangement, it may negatively impact your credit score.
For more information, please visit https://www.consumerprotection.govt.nz/help-product-service/borrowing-money/credit-checks-scores-and-history.
Am I eligible for support?
Please contact us so we can assess your situation and find a solution to suit your personal circumstances.
For legal advice about your rights if you are experiencing financial hardship, you can find more information through services such as Community Law Centres or the Citizens Advice Bureau. If you have concerns about your finances, you can get free and confidential advice from an independent financial mentoring service such as MoneyTalks. Contact MoneyTalks at:
Phone: 0800 345 123
Email: help@moneytalks.co.nz
Mail: PO Box 25332
Featherston Street,
Wellington 6146
Website: www.moneytalks.co.nz
What You Need to Know
- Asking for help won’t automatically affect your credit report
- We treat every application with empathy and care
- Your personal information is kept confidential
- You have the right to request hardship assistance under the National Credit Code
Need financial or money advice?
If you have concerns about your finances, you can get free and confidential advice from an independent financial mentoring service such as MoneyTalks. Contact MoneyTalks at:
Phone: 0800 345 123
Email: help@moneytalks.co.nz
Mail: PO Box 25332
Featherston Street,
Wellington 6146
Website: www.moneytalks.co.nz
Additional Support
You may also find these free and confidential services helpful:
Lifeline Aotearoa provides 24-hour crisis support – phone 0800 543 354 or visit www.lifeline.org.nz
Financial Information
Legal Support
Family Violence Support
- Family Violence Information Line (0800 456 450)
- Oranga Tamariki–Ministry for Children
- Women’s Refuge 0800 REFUGE (733 843)
- Shine
- National Network of Family Violence Services
Gambling Support
Unhappy with the American Express Hardship Support Program?
We expect that our Hardship Support team will be able to support you through financial hardship. However, if you feel that your situation has not been resolved to your satisfaction, you may refer a complaint to Financial Services Complaints Limited, of which American Express is a member.
Financial Services Complaints Limited is a Financial Ombudsman Service. FSCL is our independent external ombudsman and dispute resolution service that has been approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008.
Financial Services Complaints Limited
PO Box 5967
Wellington 6140
Tel: 0800 347 257
Email: complaints@fscl.org.nz
Website: fscl.org.nz
11:00am – 7:30pm, Monday - Friday NZST
10:00am – 8:30pm, Monday - Friday NZST
0800 472 355
American Express Hardship Support Team
PO Box - 4005
Auckland, New Zealand 1140
1. What is Financial Hardship?
Financial hardship means you're having difficulty meeting your Card repayments due to a change in your circumstances — such as illness, job loss, relationship breakdown, or other unexpected events.
2. How do I know if I'm eligible for hardship assistance?
Please contact us, so we can assess your situation and find a solution to suit your personal circumstances.
For legal advice about your rights if you are experiencing financial hardship, you can find more information through services such as Community Law Centres or the Citizens Advice Bureau. If you have concerns about your finances, you can get free and confidential advice from an independent financial mentoring service such as MoneyTalks.
3. What support is available?
Depending on your circumstances, support may include:
- Waiving interest, fees or charges
- Reducing interest
- Temporarily pausing your repayments and interest
- Creating a structured repayment plan with affordable instalments
- Reviewing your account to explore other tailored solutions
- Connecting you with external financial counselling resources
We’ll work with you to find the best option.
4. Will applying for hardship affect my credit report?
Not necessarily. If you're granted a hardship arrangement, it may be recorded on your credit report in accordance with credit reporting laws — but this is different from a missed payment or default. Our goal is to help you stay on track.
5. How long does it take to get help?
Once we have the information we need, we aim to get back to you as soon as possible — usually within a few business days.
6. What information do I need to provide?
We may ask you to provide:
- Details about your income and expenses
- Information about any other debts
- Supporting documents (such as bank statements or payslips)
This helps us understand your situation and tailor support appropriately.
7. Can I keep using my Credit Card while under a hardship arrangement?
In most cases, your Card will be suspended while you're receiving assistance to help prevent further debt. We’ll explain exactly what to expect if your application is approved.
8. What if I don’t agree with the outcome of my hardship request?
If you're not satisfied with the outcome, you can request a review. If the issue remains unresolved, you can also contact the Financial Services Complaints Limited (FSCL) at www.fscl.org.nz or on 0800 347 257.
9. Can I apply on behalf of someone else?
Yes — but we’ll need the customer’s consent or documentation confirming you are an authorised representative (such as a power of attorney).
10. Where else can I get help?
If you have concerns about your finances, you can get free and confidential advice from an independent financial mentoring service such as MoneyTalks. Contact MoneyTalks at:
Phone: 0800 345 123
Email: help@moneytalks.co.nz
Mail: PO Box 25332
Featherston Street,
Wellington 6146
Website: www.moneytalks.co.nz