CustomerZone

Online help

Introducing CustomerZone

CustomerZone is Resimac’s new online loan management platform where customers can manage their home loan, their way. New features and benefits offered by CustomerZone include: a responsive and user-friendly digital experience; Pay Anyone functionality; support for one-off, scheduled and recurring payments; enhanced fraud protection security; and on-demand e-statements and transaction history.


Introducing CustomerZone

Help and FAQs

Got any questions about CustomerZone? Our comprehensive FAQ below has answers to all of the most common questions. If your enquiry is not addressed in the FAQ, please send us an email at questions@resimac.co.nz, and we will reply as soon as possible. For urgent enquiries, please put “URGENT” in the email subject.

Note: we are currently experiencing longer than normal wait times, so if you wish to speak to someone on the phone, you can avoid waiting on hold for an extended period by requesting a callback.

Registration and set up

  • What is the registration process for existing Loan Enquiry customers and new customers for CustomerZone, Resimac’s online access platform?

    Login process for existing Loan Enquiry users

    • To log onto CustomerZone, visit the Resimac Home Loans homepage www.resimac.co.nz.
    • From the homepage click on ‘Login’ top right-hand corner.
    • Then click on ‘Customer login’ This will direct you to the CustomerZone customer login page.
    • Your username will be the same Customer ID that you use to log into Loan Enquiry.
    • Your password will also be the same password that you currently use to log into Loan Enquiry.
    • The first time you login, you will be prompted to change your password and follow the prompts.
    • Read and accept the terms and conditions for CustomerZone.
    • Following this, you will be prompted to answer your security questions, these are the ones you chose when you registered for loan enquiry.


    Register as a new user

    • To register as a new user on CustomerZone, visit the Resimac Home Loans homepage www.resimac.co.nz.
    • From the homepage click on ‘Login’ top right-hand corner.
    • Then click on ‘Customer login’ This will direct you to the CustomerZone customer login page.
    • Click on ‘Register to CustomerZone’ and follow the prompts.
    • As part of the registration process you will be prompted to complete an online form with your personal details. The information is to help us validate your information. 
    • IMPORTANT: In order to register you will first need to contact the Resimac Customer Relations team on 0800 38 48 58 or email customerassist@resimac.co.nz who will be able to assist you obtain your Customer ID.
    • Once we have successfully your information, you will also be asked to create a password and set some security questions, which will be used to help identify you as an additional layer of security.
    • Protecting your identity is important to us. For security purposes, we will send you a One Time Passcode to the registered mobile number. 
    • You will then be returned to the login page where you can login into your new account. Your User ID will be the customer ID you provided on the registration page.
    • The first time you login, you will be prompted to read and accept the terms and conditions for CustomerZone.
  • I have forgotten my password

    How to reset your password

    • If you have forgotten your password, you can reset your password from the CustomerZone login page.
    • Enter your Username and click ‘Forgot Password’.
    • You will be sent a One Time Passcode (OTP) to your registered mobile number.
    • Enter the code that was sent to your registered mobile phone. From there you will be prompted to answer the security questions and click proceed.
    • You will be prompted to set a strong password using the strength indicator.
    • After setting your new password and confirming it, you will be returned to the homepage.
    • You can log into your account with your userID and the new password you have reset.
  • I don't know my Customer ID

    How to retrieve your Customer ID

    • If you don’t know your Customer ID, please contact the Resimac Customer Relations team on 0800 38 48 58 or email customerassist@resimac.co.nz who will be able to assist you.

Payments

  • What is Pay Anyone?
    ‘Pay Anyone’ is a simple and convenient way to transfer money from your Resimac account to someone else’s account. It is supported by all financial institutions in New Zealand, including banks, and credit unions. All you need to transfer money using the CustomerZone Pay Anyone feature is the intended recipient’s BSB, Account number and the account name.
  • Can I transfer funds overseas using the Pay Anyone feature?
    Transferring funds overseas using Pay Anyone is not supported.
  • Are there any daily limits?

    The following daily maximum limits apply:

    Description Daily maximum limit
    Redraw to a nominated account plus transfers between accounts $10,000
    Pay Anyone transaction $10,000
  • What if my Pay Anyone transaction can’t be processed?
    If your Pay Anyone transaction cannot be processed, you will receive an error message with the reason.
  • Can I modify or cancel/delete a Pay Anyone payment that is scheduled for today?
    You cannot modify or cancel/delete a Pay Anyone payment that is scheduled for today.
    You can only modify payments that are scheduled for a future date.
  • Can I stop a recurring Pay Anyone payment?
    Yes, you can delete, modify, or view details for a future payment for a recurring transaction.
    To stop a recurring payment, you will need to delete the existing recurring payment series by selecting the recurring payment you wish to delete and click delete.
  • If I enter the wrong details for a payment, can I cancel the transaction and get my money back after the transaction has been processed?
    If your payment has already been processed, and you think you may have entered the incorrect payment details, you can enquire about a past funds transfer for a Pay Anyone payment by viewing the transaction from the transaction listing for the account and review the payment details.

    Alternatively, you may contact the Customer Relations (NZ) on 0800 38 48 58 or email customerassist@resimac.co.nz who should be able to assist you.

    Important note, it may take up to 8-10 weeks for the resolution of a Pay Anyone dispute. This is because we will need to raise an ‘Mistaken Internet Payment’ (MIP) dispute on your behalf and work with external financial institutions in order to investigate the payment.
  • How long will it take for someone to receive the funds I sent them via Pay Anyone?
    The time it takes for payees to see the funds in their bank account will vary depending on the policy and systems of the payee's bank/financial institution.
    Generally, the payee should receive the funds within 24 to 48 hours.
  • How do I manage my Payee list?

    How to manage your Payee list

    • Within CustomerZone, you can ‘add a new payee’, ‘modify’, or ‘delete’ saved payees from your payee address list. To do this, navigate to the ‘Pay’ menu and select ‘My Payee’.

    Add a new payee

    • You can add a new payee from the ‘My Payee’ page, then click on ‘Add Payee’ and enter the details for the new payee.
    • You will need to enter the payee’s account number, account name and BSB. Once you have entered all the payee details, click ‘proceed’.
    • You can also create a payee nickname to help you identify them for future transfers.
    • You will be shown the details of the new Payee and asked to authorise, using a One Time Passcode, which will be sent to the registered mobile number.
    • Enter the code you received. Once authorised, you will receive a confirmation that the new Payee has been successfully added.

    Modify a payee

    • Select the payee you wish to modify and click the 3 vertical dots
    • Select modify
    • Under Modify, you will be able to add or change the Nickname of the Payee.
    • You cannot modify the payee’s account number, BSB details or the name on the account. You will need to create a new Payee.

    Delete a payee

    • You can delete a payee from your payee address list.
    • You will need to enter the payee’s account number, account name and BSB. Once you have entered all the payee details, click ‘proceed’.
    • If you have created a future or recurring payment for that payee, you won’t be able to delete them from the Payee address list until you cancel the future or recurring payments that have been set up.
  • Can I make extra payments to my loan account?
    Within CustomerZone, you will be able to transfer between your accounts.
    Alternatively, you can set up a payment from your external bank account to credit your Resimac loan account.

Statements and transactions

  • How do I obtain my statements?

    How to get your statements

    • You can obtain your online statement by selecting the ‘account’ and clicking on ‘More Actions’.
    • From the dropdown list, select ‘Statements’
    • Select the Statement Period and click ‘search’. Or you can also generate a statement from a ‘start date’ and ‘end date’.
  • How can I view my transaction history of my account?

    How to view your transaction history

    • You can view your transaction listing from the ‘Loan account details’ under the heading ‘Transactions’.
    • By clicking on the ‘filter icon’, you can use the filter and change the dates to view your transaction in the past 13 months.
    • You can also download the transaction listing as a PDF or as an excel
  • Can I switch to e-statements in CustomerZone?
    To switch to e-statements you can contact the Customer Relations (NZ) on 0800 38 48 58 or email customerassist@resimac.co.nz who will be able to assist you.

Account info

  • Can I change my repayment frequency and amount?
    Yes, you can change your repayment frequency from weekly, fortnightly, or monthly for all Principal and Interest (P&I).
    Note, if your account is Interest Only (IO) your repayments can only be monthly.

    How to change your repayment frequency and amount

    • From the Loan account details page, click on ‘more actions’, click on ‘Change Repayment Details’.
    • You have the option to change the ‘Repayment frequency ‘and the ‘Repayment date’. You also have the option to make ‘extra payments.
      Additional Amount (OPTIONAL): is an additional payment amount is an additional payment on top of the ‘minimum repayment amount’. Whether the ‘minimum repayment amount’ increases or decreases the additional payment amount will remain the same.
      Or
      Total Amount (OPTIONAL): is the sum of the total amount inclusive of the minimum repayment amount. If the minimum repayment amount becomes greater than your set total amount, then the total amount will become null and void.
  • Where can I view and change my external nominated account details?

    How to view and change my external nominated account details

    • You can view your nominated repayment account details from the ‘Loan account details’ page, click on ‘more actions’, click on ‘Change Repayment Details’ under the heading ‘Repayment Account’.
    • In order to change or update the nominated repayment account details, you will need to complete a Direct Debit form signed by all loan parties and email it to the Resimac Customer Relations team customerassist@resimac.co.nz who will verify and action your request. You cannot change or update the nominated repayment account details in CustomerZone.
  • Can I update my mobile number and email address in CustomerZone?
    No, you can’t. You will need to contact the Resimac Customer Relations team customerassist@resimac.co.nz who will verify you before updating your mobile number and email address.
  • Can I update my address in CustomerZone?

    How to update your address

    • You can edit the profile icon and click on ‘view all’
    • You can edit your mailing address and residential address by clicking on the edit icon:
  • Can I change my password and secret questions?
    Yes, you can change your password and manage your security questions within ‘setting’.
    Click on the cog icon to access the settings menu
  • What happens to my CustomerZone access when I fully discharge my loan?
    You will no longer have access to CustomerZone once you have fully discharged your loan.
  • Can I access my redraw and transfer between my accounts?

    Yes you can access your avaliable redraw and either transfer between your accounts or pay someone from the ‘Transfer and Pay’ screen:

Disclosure statement

  • How does the new redraw clause differ from the current redraw clause?
    The current Redraw clause 17.2 (d) within the Resimac Home Loans Limited General Terms reads:
    • (d) the redraw amount does not result in the balance owing on your loan account exceeding your then current loan curve balance or, where relevant, the balance owing on the sub-account for a particular portion of the loan exceeding the current sub-account curve balance.

      For the purpose of these redraw provisions, your "loan curve balance" is the amount that would be the balance owing on your loan account at that date if you had paid all scheduled repayment on time and not prepaid any amounts.

      Where relevant, the "sub-account curve balance" is the amount that would be the balance owing on the sub-account for a particular portion if you had paid all schedule repayments on time and not prepaid any amounts.

      If we agree to a request to change your repayment amount or require you to reduce the balance owing on your loan account or the balance owing on the sub-account for a particular portion, we also recalculate your loan or portion of if under a dynamic variable rate principal and interest option and your repayment amount for the loan or that portion is recalculated after you repay an amount early or redraw an amount, we do not recalculate your loan curve balance.


    The changes made to the redraw clause 17.2 (d) has been amended to:
    • (d) where you have repaid part of the loan then you may redraw up to the amount that you have prepaid.
  • How does the new redraw clause 17.2 (d) impact my loan?
    A simple example:
    If you have a $400,000 principal and interest loan at a variable interest rate of 3.72%p.a. over 30 years, the monthly instalment is approximately $1,845.00 every month.

    If you make additional payments totalling $50,000 you will have $50,000 that may be available as redraw and the outstanding balance of your loan will be $350,000.

    Each month, the actual Interest charged to your loan is based on the outstanding balance of your loan.

    In the current system:
    The difference between the actual interest charged and the interest included in the instalment may be available to you as redraw.

    In the new system:
    The difference between the actual interest charged and the interest included as part of the instalment will be applied to reduce the amount that you owe, meaning you will pay down your loan faster, while still being able to redraw up to the amount of your additional payments.

    If you are paying interest only then your repayments will be the actual amount of interest due on the outstanding balance.

    Please note: Standard redraw terms and conditions apply. Redraw is unavailable on fixed rate loans. Please refer to your advisor for financial advice.
  • Are my repayments changing when you move to the new system?
    No. Your repayments will not change just because we have moved to the new system. There is no change to the way we calculate monthly repayments and other frequencies will be using this same formula in the future.

    Any change to your loan that alters the interest rate, term, credit limit, or payment frequency in the new system will use the same formula to calculate the minimum repayment amount for each repayment period.

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