Originally Posted by thewanderingv

None of those work if your card is blocked due to fraud and Kiwibank normal customer services are closed.

All you can do is report a lost or stolen card. Mastercard can help you with an emergency replacement if you lose your card but nothing else if it's just suspended due to suspected fraud.

Kiwibank was nice enough to send me a speedy response to a complaint, and made a kind gesture in response to my complaint and inconvenience.

However, they did acknowledge that they will continue to maintain the current policy of offering no support to cardholders stranded after hours (although they committed to monitoring the situation).

They noted that they have a 24 hour duty of care to the customer to monitor suspicious activity and protect customers from possible fraud. I am, of course, sympathetic with this duty of care. But that duty of care should extend to actually caring about whether a customer may be left in the lurch.

I am trying to make this a constructive rant, but they are still the only bank that I know of offering premium credit cards aimed at travelers, charging really high fees relative to other countries that I've lived in (with no waiver for customers who spend above a threshold - the lounge passes are just silly), but without 24 hour cardholder support.