Gem Reviews 

I have had this card for 1 month. I have now paid the balance and have closed the accounts. Where shall we start? 1. Customer service of the managers is particularly kaka. The frontline are actually lovely and as helpful as possible, go further than them and there is zero care about your issue. 2. If you plan on spending ANY amount of money expect to have to get permission before every purchase and to prove that you are who you say you are. You can't make any purchase no matter how big or small without first asking for their permission. 3. The app is just kaka, absolutely terrible, you can't make payments through it and it has no UX intergrated into it at all I hate it with a passion. 4. Make sure everything is correct or they won't help you in any way with any speed. Though if you make a mistake they will charge you through the ear for that mistake. I would send them an invoice for your time and charge interest too, they'd do it to you.

Honestly go to your bank DO NOT USE THUS HORRIBLE COMPANY.

Just an FYI if you are not getting answers from GEM go to the Banking and Finance Ombudsman. They'll sort them out.

I have been trying to swap a security on my personal loan for almost 2 weeks. Keep on getting told my request is sent to a "dedicated team" and it will be sorted within 24 hours. I've been told that 5 times now. Terrible service.

Terrible service. No one speaks English and they get all your details wrong. They put a wrong date of birth for me even though they ask for your drivers license. I had to wait 2 months to correct that while I couldn’t pay for the outstanding amount which was their fault. Never using then again

DO NOT USE THIS COMPANY!!! THEY HAVE "LOST" A PAYMENT OF $1,500 OF MINE. I HAVE CALLED OVER 50 TIMES TO RESOLVE THIS. I GET PROMISED A SUPERVISOR WILL CALL ME VACK EVERY TIME I HAVE NOT RECEIVED ONE CALL BACK!! DO NOT USE THIS COMPANY TGIER CUSTOMER SERCIDE ID DISCUSTING.. CONSTANTLY HANG UP ANC LIE TO YOU.

I purchased a product on Apple and has a deal of 24 months interest fee if I opened an account with Latitude/Gem Visa. Wrong decision! I have been paying on time and more than what was due. It hasn’t been a year and I noted they started charging me “billed finance charges”. I rang customer service to ask what the billed finance charge means and she asks me for my account name and password!! I did not give those details. They have told me that it was the interest that I was paying. I have explained to them that I have a 24 months interest free promo from the purchase and she insisted that it was finished. I told her that the expiry of the deal is next year and she did not have an answer and has told me to pay the whole thing then if I don’t want to pay interest. She even have the audacity to ask for a good review from the customer service they have provided. She couldn’t even give a proper explanation and she was starting to get angry at me.lol I have emailed them with the same concern and asking for an explanation but I haven’t heard from them.

Worst experience I have ever had dealing with a company.
Do not do their job, do not contact you if there are problems. I spent upwards of 20 hours on the phone to them trying to resolve a payment of $1,500 they completely lost even though all the correct reference they requested to be used were.

Horrible customer service! Do not use them!

Refuses to take accountability.
Refuses to contact business partners to correct their mistakes.
Untrustworthy and incompetent. Any alternative is better than this shady company.

Gem visa reports false information to credit agencies which affected my ability to get a mortgage. I have never had a gem visa and will never get one. When trying to resolve the issue Gem were not willing to help since I did not have an account but they were happy to report false information to the credit agencies. Very poor service.

Fraud service
- app doesn't work
- not able to close the account through app, that is the only way to close the account by the user, and they have created an error so that customer can't close the account.
- DO NOT USE THIS COMPANY

If there was a less than 1 star one would chose that over the performed 1 star. Nothing about their service is remotely linked to the star symbol.
Pathetic systems, downright pathetic communication, harassment by thei4 recovery team member (hear this) DESPITE paying the regular monthly amount as was agreed at the start of the contract. No one, repeat no one in the organisation cares to see if they want to retain good paying customers. This is a company slipping down the slope sooner than one can imagine. Keeping a gem card is a liability to your pockets, your peace of mind and to your credit planning. STAY AWAY, AVOID AT ALL COSTS LIKE THE PLAGUE!!!

Using Gem is like mugging yourself. Avoid using this very dodgy finance company, that seem to have a very clever way of prizing money from you. I decided to use Gem, via Harvey Norman, as it was interest free to purchase an appliance. Worst decision I’ve made in a long time. I’ve made 2 x payments to them and they have no record. Now that I’ve had a payment successfully recorded, they have charged me a late payment fee and it’s now affected my credit rating. Trying to call customer care is an absolute waste of time. I find it hard to believe they are a legitimate company.

Absolute disgusting customer service; Called to apply for a personal loan for a bereavement and when trying to return a missed call to them was run around in circles and told i'd be called back as they were "to busy with other clients" . Never called by said rep or emailed back, went on for 5x days before finally someone helped because the original person hadn't done it "right". only to then cut me off before the request was even processed because the clock was 2 minutes to 6.30pm and that meant her shift was over so she'd call back in 2 days after the weekend instead -.- after all of this decided not to proceed with any application as if the company was this hard to deal with and take almost 10 business days to give a response to an application after receiving all necessary documents and info then I didnt want to dare try deal with them when a loan is approved. Went elsewhere and had it sorted within less than 24 hours no run around and endless waiting for calls or chasing the call centre on hold numerous times a day to be lied to! Wouldn't recommend.

Did buy a piece of jewelry in Wellington for 1 year contract with no interest (as they said ).

They are not transparent with % interest. It is not what it is on what you expect.

Plus you will pay $52 after a year because you think you finish paying your contract, but it is not happening because of non transparent % interest. At the end of the year you will just be surprised that you still did not finish paying your contract. I think that is unfair. Better if I paid it in full and not using this credit company.

For more information, read the article of gem finance at moneyhub.co.nz website.

Point #4 makes since. Read until the summary

CUSTOMER SERVICE?

The first staff member was not listening and I had to repeat same questions more than twice. I asked to speak to a supervisor and was immediately hung up on. Totally unacceptable behavior.

We have used GEM for many years without issue and always paid our monthly amount. However recently we have made more than one payment in one month over and above what was due. These extra amounts do not reflect as our monthly payment due, as the system is being handled by a computer rather than human. Therefore when the next months bill arrives you are in fact behind in your payments! Now we need to flag a payment prompt in our calendar of when to pay GEM to avoid demanding letters requesting immediate payments and penalties or fees, when we have made payments within recents weeks.

I was told a supervisor will talk to me and that has never happen to date.

Only pay what you need to when you need to as robots do not have any understanding or care about your explanation.

Very disappointing they have lost the human touch.

I am trying to pay off a loan that my elderly mother has taken out with Gem finance. They have added insurance payments that have no coverage to her as she is not working and have increased the loan repayments by $50 per month. Now we are trying to get a final figure to pay the outstanding balance (minus the next 4 years of interest payments), and I am being redirected to phone numbers that are either not in service or "outside of business hours" at 1030 on a Tuesday. Customer service is non-existant and it seems like they are intentionally trying to avoid a simple question like "what is my balance" so that i can avoid paying $6k further interest over the next 4 years. DO NOT USE THESE MONEY LENDING SHARKS, they are only here to take your money. Another review pending

I completely paid off my Gem Visa and wanted to close my account. Simple, right? Think again.
I was told that I needed to send through another amount of money in order to close out the account. Fair enough, and I did so. I then received a letter saying that the money I sent through had put my account into credit to that amount, and so my account couldn't be closed.
I've since been told that my account has been closed. It still says online that I have a credit limit of $XXX. I believe that if I tried to use the credit card today, it would work instead of being declined.
Furthermore, I've tried multiple times to have the 'credit' amount refunded to my bank account. It still hasn't happened.
I've wasted hours so far trying to sort this out, over weeks, and I'm furious at these games seemingly being played by the company. This is not the way to retain customers. I will be warning everybody I know to stay away from Latitude Finance and Gem Visa. I've done my bit and totally paid off the account - do your job and close it when I ask instead of giving the run-around.