During Your Loan

While you have an active loan with us, there are a number of things to keep in mind.

If you want to make changes to your loan

Sometimes you need to make a change to your loan, and we’re always happy to help. You can call us on 0800 543 718 or send us a message through our contact form and we will respond straight away. Alternatively if you’d prefer to do it in writing you can send us a letter at PO Box 3093, Richmond 7020.

If you change address, email or phone number, please email us or send your new contact details through to us so we can ensure we’ve got the most up to date contacts for you.

Repayment difficulties

If you are having a tough time making your loan repayments, please contact us as soon as possible. We want to work with you to help you pay off the loan, so if you fall behind we have a number of different options to help you get back on track. Some of these include:

  • Repayment holidays: this is where we give you a set period of time where you don’t have to make repayments and then you can catch up with increased payments at a later date.
  • Rescheduling of your loan: this is where we change the repayment amount or the repayment frequency from the original loan contract, so it works with your new circumstances.
  • Hardship application: if you are struggling financially for any reason you can apply for hardship. In this situation we will suspend default interest and default fees to ensure you don’t fall further behind during this rough patch, and work with you to get the loan paid off in the best way possible. There is more information about our hardship process here.
  • Make a complaint: if you feel hard done by you can make a complaint at any time. There’s more information about our internal complaints process here, as well as our independent disputes resolution scheme FSCL.
  • Make a payment protection insurance claim: if you took out payment protection insurance when you got the loan, you may be able to make a claim to cover the loan repayments. This will depend on the policy you took out and what it covers, so give us a call on 0800 543 718 and we can take a look for you.
  • Speak to a free and independent financial mentor: there are a range of financial mentors available, whether locally or through a national hotline. Money Talks is a great organisation and we would recommend contacting them if you have any financial difficulty at all. It’s a free service and completely independent of us here at Pronto. You can visit their website at https://www.moneytalks.co.nz/ or call them on 0800 345 123.


Each individual option above will have a different effect on your loan and the amount you repay. The best thing to do is get in touch with us and when we know your circumstances we can discuss which options could work best. And from there we can explain if there is any change to the total amount you will repay, the term of the loan or run through anything else we think you should consider.