Gem Finance

First time dealing with them, it was absolutely awful.I wanted to take advantage of their 36 months ‘Interest Free’ offer to buy a high end washing machine with Harvey Norman. I sent application this Tue, received a text on Wed (yesterday) saying I needed to provide more information.I called on Thursday (this) morning, the girl on the line with a very strange foreign accent was very impatient, she wouldn’t provide their email address and said I should have received an email.I managed to upload my financial statements on their website in the same morning. I called again around 2.30pm today to check if I’m ok to go ahead to the shop, the guy Paul who answered the call was even worse, he seemed having difficulty to give me clear guide what more info was required - firstly he said it didn’t show my account details on the statement, so I asked him to hold the line while I emailed the accountant details, then he mumbled that he needed more information … it took me a while to understand that he meant the financial statement and accountant details should be on the same email. The way of their ‘uploading documents’ setup doesn’t allow me to forward the original email from my accountant; and the email I received was a computer generated email, I cannot forward my accountant’s email either.I’ve decided not to go ahead with their credit application, it’s so difficult.I would have given their service a ‘0’ if there is such an option.

Initially this was one of the good card services, these days it is shabby.. Long customer services call hold.. rude and unfriendly customer care services with little product knowledge. Levy wrongful fees and onus is on the customer to reach out to these customer care fellows who will take you for a good ride without helping you in any way.

Absolutely AWFUL! Incredibly difficult to deal with, they LOST 2 of my payments (how do you lose payments?!), was on hold on average 30mins each time I tried to call for help. Once the call was finally answered most of the customer service agents had no idea what they were doing and proceeded to put me on hold for even longer! After all of that, my payments were never found, I never received a statement, and I am currently in the process of switching companies and i have called them 4 times to try and get a settlement quote and I am STILL ON HOLD and have not received it! 0 STARS!

I never write reviews but man, people need to know about these guys. Gem should honestly be shut down. I wonder how they treat their staff because anybody I’ve spoken to is so impatient and rude. Not in a racist way, but if this involves peoples money, then you NEED to be able to speak proper English as well as having some patience. It’s like they rush you to confuse you. I’ve tried to apply for hardship as I’ve recently become unemployed. They want full details and statements of everything. Fair, but what part of “I’m unemployed now” don’t they not understand!? All of their requests are quite overwhelming. Not to mention the recent cyber-attacks. Now some stranger out there has not only my license, but also my BANK details. Suddenly nobody answers the phones and if they do they put you through to somebody else and that takes ages! I wish I read the previous reviews earlier. Unfortunately I was in a do-or-die situation when I signed up.So if you can — A V O I D!!!!!!!!!

These people are not helpful in helping you getting out of debt. Was helping my friend with them and the simply stopped replying and went silent on the phone, when asked what extra fees were when min payments were paid. i.e. Billed finance charges. Billed deferred finance charges. They told him go online its all on there"

Awful... I have a steady permanent job for years, never had any finantial issues with my bank or anything and still got my application declined twice for no specific reason. By the comments I think maybe it was for the best, this service looks awful.

lost my bearings with this companys service today, worst service ever! Seem to be a bunch of Muppets from India who struggle with the basics of speaking English. Closed my account and just needed email from them to prove that. Has been five days already and all they can tell me is it will now be tomorrow. How hard is it to send a email Gem, come on your could do better. With such a high interest rate they must be racking it in, you think they could afford to pay for a Kiwi call center. So glad i cut my card up lol

----ZERO STARS IF I COULD---- My first hire purchase in 12 years and my identification has been stolen from a cyber attack. I understand that can happen in this day and age but the professionalism of this company in the after care of their customers is totally outrageous! GEM cannot tell me what of my information has been taken and they do not answer their phones to discuss closing my account down or be accountable for my information being stolen and the financial cost to me this has caused!! I have called so many times and wasted so many hours of my time on the phone and you cannot contact them via their app either. I have rung in the middle of the day in business hours and all divisions of their departments (including their overdue accounts team) go to after hours messages and you get hung up on. I want to make sure they loose my information for good...They are a total shambles. Please stay away from this company.

Worst customer service, I’ve been trying all week just to get a statement for my personal loan, I’ve been on hold for 40mins per day. I’m still yet to have a statement. Furthermore, their online portal has not updated since March so I am unable to access bank statements or see an up to date balance on my loan.

GEM have kept my information on file for at least the past 20 years and I haven't used them in that time. They have now been subjected to a CYBER attack and my details have been stolen! And this is a FINANCE COMPANY????????????????? Now they want me to change my details, which means time off work, travel and costs and don't want to reimburse me!?!!!!!! And their contact centre is USELESS and isn't able to tell me how old the information is that they have. THIS COMPANY SHOULD BE SHUT DOWN AND PROSECUTED!