Gem Reviews 

On average it takes me at least 3 calls over many hours to get issues sorted. I’ve had at least three payment allocation requests that they didn’t action and today I noticed they’d charged me interest on an interest free payment. I’m completely over the wrong info, fabricated facts, lies, staff who have no idea what they’re talking about and promised call backs from supervisors that never happen. Gem Visa “was” an incredible product but in the last 6 months the convenience of interest free/deferred payment purchases isn’t worth cleaning up and chasing them for the messes they continually make. I’ll be cancelling my card after the next two interest free periods are done.

Very very poor service from the support team - Tried 7 times over the period of a month to make a change on my account I had for many years. You get a different person every time and when they say they will call you back..... Lies. When they close your ticket because you are "unreachable" ... Lies!! And the elusive non-existent "Back office" they keep on referring your query to can just as well be a fairy tale made up - They do nothing and does not exist in my book!

Extremely high fees ($100pm), pay even if card is in credit ($54pa), bit unfair.
Hard to get a hold of customer service. Don't use them, look elsewhere

What an absolute waste of time. Asked for a small debt consolidation loan to be told as we have only a cabin on our farm (which we own outright) they cannot loan. Jumped through hoops. Would definitely never recommend this company

If I could give them zero stars I would. Take take take is all this company is about. They had there servers hacked and everyone's information got stolen. All accounts that I have, have been tried to be hacked goodness knows how many times sense. Then they shut down a part of there system so that you have to give them all the information (they already have and have had stolen before) in order to get a balance. Why would I give this information to them again when the likely hood that it gets stolen again is very high. They did nothing to help there customers in this situation at all just a letter saying we have been hacked and your information was stolen. Today I got a balance and feel that these guys are totally taken the mickey out of their customers and me, after paying so much each week I got a boom shell put under me when he said how much I still owed. $500 plus a month seems to be disappearing into just about thin air.
After getting an automated email response they claim it can take them up to 30 business days to respond to a complaint. I am wondering if that is classed as a timely manner by the regulations. Might have to go to the Ombudsmen on this one I feel.

This companies customer service is absolutely abysmal. Trying to close an account has taken almost 2 weeks of back and forth and to this date is still not over. Conflicting info from phone operators. 2-3 day waits on replies to emails about anything. Non closure due to overpayment then being charged the exact overpayment amount after being refunded. I highly recommend staying well clear of this company

DO NOT, I REPEAT, DO NOT GET A GEM LOAN. They have the WORST customer service team you will ever encounter from any business in the WORLD!

I noticed I was charged interest despite always paying my account on time. I called gem to query the interest that was applied (it wasn’t much, but I wanted to ask). The first person I spoke to was extremely rude, they did not fully explain what the 55 day interest free period meant (for purchases below $250) and could not explain why I was charged interest. They just explained I had to pay each month, but I pay every week, sometimes every few days! So it didn’t make sense that I was charged interest. The person actually started to raise their voice at me when I explained I was still confused and when I asked the same questions. Not the way to speak to a customer! I asked to speak to someone else, perhaps someone based in NZ purely because of the language barrier. The person on the phone then said “it is likely you will be transferred to someone of the same race” - I didn’t appreciate this comment as it made me appear to be racist! I simply replied that it has nothing to do with race, there just appears to be a language barrier. I was transferred to a lovely lady who finally could answer my questions and queries regarding the 55 day interest free period. A heads up to people thinking about joining with gem - the interest free period is UP TO 55 days. It can be between 26-55 days that you have to pay the payments below $250!! They require payments each month with accordance to your monthly statement - nowhere does it make this clear. Most companies require a simple 55 day repayment to avoid interest. I will be paying off my account and closing it as soon as possible due to this. The only good thing that has come out of this experience is that the second person I spoke to waived the interest payment, due to this information which is not made clear upon signing up with gem. Safe to safe that I will be closing my account and signing up with a different company.

Doo not use this company. They offer interest free loans, , but t then don't apply your payments to those debts, waiting for them to expire so they can charge you 30% interest even though you have consistantly paid 3x more than the required amount every month. The interest just keeps adding up and your debts never goes down.
They then make it impossible for you to contact them and query the overcharges. They seriously need to be investigated

Do not use Gem Visa absolutely appalling customer service!!!!I made a purchase using Gem Visa I rung to have a direct credit payment set up from my account they claim to have set this up on an agreed date, the money did not go out of my account I contacted them to ask why it hadn’t gone out on the date agreed, they then informed me that all payments go out on the 26th of the month. I waited till the 26th of the month, payment still did not go out I rang them to ask why the payment had not gone as agreed,they then told me the payment had been received and there’s nothing to worry about, the account was in good standing I then told them that can’t be as the money is still in my account and they said to check my bank statements and possibly contact my bank and ask why it’s not showing on my statements. I did just that an my bank said the money was still there and payment has not gone out. There was no direct credit payment loaded to the account, I ring gem visa back to explain this I was then told we definitely received the money so do not worry, I rang my bank back they could not understand how they are saying that they have received the payment as there has been no payment deducted from my account. I rung gem visa back and told them this again I asked what account number they had, I then identified that the bank account number they had set the payment from had one digit wrong. i told them this number is incorrect you are missing a zero in the middle of the account number she then tried to change this and the system wouldn’t let her make the change, and her reason for this was that the account number must have been correct as they have received the money. I told her it must be incorrect the payment had not been paid the money is still in my account, and as we are a low income family we will not be able to afford to pay double payment when you guys finally figure out what has gone wrong. I was told that this would not happen and at that point I gave up having rung numerous times trying to fix it I have even identified the problem for them yet still they could not fix the problem. not wanting to get into any financial strife I rung yet again to try and resolve this problem, this time I was told that my account was closed and I did not owe any money, I explained that I had just used the gem Visa to make a purchase and that couldn’t be. I’m trying to resolve a payment issue that has been on going, she went quiet then said hang on wait there and then they told me that I had to speak to someone about the outstanding amount, at that point id had enough and lost my cool. I asked to speak to a supervisor to resolve this once and for all I asked the supervisor to read the notes so he could understand what was going on,he refused I asked again please read the notes I have been going over and over with numerous different people numerous calls over the last two months and still this hasn’t been resolved,again he refused to read the notes and told me if I did not tell him what the problem was he would be hanging up, he was rude condescending,arrogant and downright disrespectful having no choice I then explain again he fixed the account number and now today on Sunday in New Zealand I have received a voicemail from gem Visa chasing me up over a missed payment which they have failed to take in the first place,even though I was told this wouldn’t happen I’ve rung to resolve this and they are not even open on Sunday 🤯 so why they would be ringing on a Sunday is beyond me,these people cannot understand English they can speak it but cannot understand it,they are extremely rude disrespectful sarcastic and downright unhelpful on top of all of this I have had all of my personal information stolen due to gem Visa lack of security. I’ve had to replace my license my bank cards everything and then you get treated like this, I’ve tried to find an email address for the head office or the CEO to try and get this matter resolved and I just cannot get anywhere at all. consumers beware do not deal with GemVisa I repeat do not deal with gemVisa it’s not worth it!!!

What a shocking company. Tried to get approved for Gem Visa and got told a different issue with my application every single time. No consistency at all. No understanding of how visas work which is unbelievably basic if they just knew how to read. No point using this company as you'll go insane being run round in circles and getting nowhere.

I recently had a concerning issue with duplicate transactions on my account, amounting to $598.00. Seeking resolution, I contacted Gem Visa Support and unfortunately, I must express my deep dissatisfaction with the service provided by one of your representatives, Mr. Vishal.

During our interaction, Vishal not only failed to address my concerns adequately, but his behavior was unprofessional, sarcastic, and downright arrogant. Instead of empathizing with my situation and providing assistance, he dismissed my issue as if it were trivial and laughed sarcastically throughout our conversation. Such behavior is completely unacceptable and has left me extremely frustrated.

Support available throughout the application process.

Repayment method and spending tracking made easy with a user friendly app.

Happy with the outcome and positive experience.

Recommend.

Trust me i never write reviews but this has to be done. Getting the PL was easy enough. Getting the Settlement letter. Holy heck Everyday i would phone these people to request it. Everyday they would say Yes '24hrs'. 24 hours would go by and nothing. I have phoned, chatted and emailed with them maybe 6 times to try get the Settlement Letter. Why is this so hard. Worst experience of my life

Wasted too much time. Said in email all they need is income proof to approve my credit limit increase. Provided all the proper info. Then they asked me to call them; I called and someone spent over 20 mins; I also let them logged in for fast outcomes and provided proper proof and I have a very good income. After sometime; they just said declined!! No reason! I applied for Amex with same info; got $9000 credit card approve in one day and gem had declined $7000 despite of more than 12 years records and in the past I used to have $35k limit and my income was half that time than what I have at the moment!

Poor customer service - repeat customer unable to apply for a visa due to known system issue - as of today 06.10.23 no one from GEM has contacted me to advise how to proceed - went to another service provider - all sorted within 3 days - I would not recommend Latitude if you are looking for a service provider who wants to ensure it provides excellent customer service.

I’m a small retail business that setup GEM as a financial provider. Poor communication and no help setting up the starting process and haven’t paid out after a month of waiting for payment. I’d avoid dealing with latitude GEM finance. Zero stars if it was possibl!

I don’t like paying interest on my purchases so I call to make allocated payments before time is up. It seems they are seriously messing with me on purpose to start getting me to pay extra in interest. Call after call and my payments are not being allocated to correct bill, all my payments are being spread across to bills that still have months left but ones coming to the end of interest free periods I’ve wanted paid - nothing! Scamming me, telling me my bill will be paid next statement when app and text communication is clearly showing me my payments have been processed but allocated else where. I call to try to explain that there is a problem but insist I just wait to see next statement. So by next statement they can charge me interest and tell me it’s my fault for not allocating payments sooner. Like, yuck! So put off. What a muppet show.

Spent nearly a month now chasing a payment that was accidentally made to gem to have it refunded, after filling out multiple forms and waiting weeks I was finally told that they had found the payment and to fill out yet another form, only then to discover my account has magically disappeared and they can no longer find any of my details and refuse to assist me without the details in their system. Absolute joke.