Cancel GEM online
Cancellation service #1 in United Kingdom
4.9Calculated on 5.6K reviews
Dear Sir or Madam,
I hereby notify you of my decision to terminate the contract relating to the Gem service.
This notification constitutes a firm, clear and unequivocal intention to cancel the contract, effective at the earliest possible date or in accordance with the applicable contractual period.
Please take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper processing of this request;
– and, if applicable, send me the final statement or balance confirmation.
This cancellation is addressed to you by certified e-mail. The sending, timestamping and content integrity are established, making it a probative document meeting electronic proof requirements. You therefore have all the necessary elements to proceed with regular processing of this cancellation, in accordance with applicable principles regarding written notification and contractual freedom.
In accordance with personal data protection rules, I also request:
– deletion of all my data not necessary for your legal or accounting obligations;
– closure of any associated personal account;
– and confirmation of actual data deletion according to applicable privacy rights.
I retain a complete copy of this notification as well as proof of sending.
Cancel Gem: Step-by-Step Guide
What is Gem
Overview
Gem is a financial product brand that offers the Gem Visa credit card and loan accounts in New Zealand, operated through Gem/Latitude-related services.
These products provide interest-free offers subject to conditions, standard interest if conditions are not met, and online account management via web or app.
Products and scope
Gem covers credit products such as Gem Visa, Gem loans and CreditLine conversions, with specific terms for each account type.
Financial and consumer protections differ from retail goods; credit products follow New Zealand credit laws rather than the Consumer Guarantees Act.
How to cancel Gem
Steps to close your Gem account
- Confirm the final balance and pay it in full - accounts cannot be closed until the balance is cleared.
- Request account closure via the Gem Help Centre, the web/app (Latitude Service Centre) or the contact channels listed on their support pages.
- Provide any required identity details and your account number when requesting closure so Gem can process the request.
- Note there is no cancellation fee; once closed the account cannot be reopened and you must reapply if you wish to rejoin.
Important alternatives and exceptions
- Cancelling a direct debit does not close your loan or credit card account - you must explicitly request account closure and pay the balance.
- If your Gem CreditLine is being varied into a Gem Visa, you may decline the variation and instead close the account; you must pay all outstanding balances, including accrued but not yet debited amounts.
- If you prefer postal or registered delivery, consider using a physical address or P O Box to send your written closure request.
What happens when you cancel
Access and account status
After you close your Gem account, you will no longer have access to that credit facility or card; the account cannot be reopened.
If you wish to use Gem services again, you must submit a new application and meet current eligibility criteria.
Data and records
Gem retains records as required by law and company policy; deletion of personal data may be subject to retention rules and prior breaches or requests.
If you have privacy concerns or want specific personal-data actions, contact Gem support and request details under applicable privacy law.
Will I get a refund?
When refunds are available
- Refunds (credited to your bank account) are possible if you made an accidental payment, overpaid beyond the minimum amount, a retailer refunded a purchase, or your account is in credit.
- Refunds typically take up to 5 business days to process and require bank account details on file to complete the payment.
Limits and cooling-off
There is no general statutory 14‑day 'cooling off' or change-of-mind right for credit cards or loan products under Gem policy.
The Consumer Guarantees Act does not ordinarily apply to credit products; refunds are handled according to Gem’s refund process and your account status.
Gem plans and pricing
Pricing overview
The following table summarises known pricing for items named “Gem” in the verified data set.
Where Gem is a credit product, interest rates and fees depend on your product terms and whether interest‑free conditions are met.
| Plan | Price | Period | Features |
|---|---|---|---|
| Mythical Gem (cryptocurrency) | NZ$0.6696 per GEM | Spot (real-time exchange rate) | Cryptocurrency token ‘Mythical Gem’ current conversion rate to NZD |
| Guild Wars 2 - In-game Gem Store | NZ$5.00 for 400 gems; NZ$10.00 for 800 gems; NZ$20.00 for 1600 gems; NZ$35.00 for 2800 gems; NZ$50.00 for 4000 gems; NZ$100.00 for 8000 gems | One-time purchase | Direct in-game purchase via ArenaNet |
| Guild Wars 2 - Gem Card (retail digital card) | NZ$25.00 for 2000 gems | One-time purchase | Redeemable code purchased via NZ-listed gift card sellers |
Your consumer rights in New Zealand
Credit law basics
Under New Zealand’s Credit Contracts and Consumer Finance Act, Gem must meet disclosure requirements and comply with rules for interest rates and hardship processes.
This law governs how credit terms are presented, changes to contracts, and consumer protections related to credit contracts.
Limits of other consumer laws
The Consumer Guarantees Act generally does not apply to credit products, so there is not a standard 'change of mind' cancellation right for cards or loans.
For broader information on consumer law, see the official guidance linked below.
Customer experiences
Summary of negative feedback
Public reviews show recurring complaints about poor customer service including long hold times and communication problems.
Other frequent issues include disputes over payment allocation, perceived hidden terms, high interest rates when interest-free conditions fail, and concerns about past data breaches.
Balanced perspective and tips
While many reviews are negative, take individual reports as examples rather than guarantees of your experience.
To reduce risk: keep written records of requests, confirm balances in writing before closing, and provide bank details for refunds if needed.
Documentation checklist
Required identity and account details
- Account number or card number (as shown in your online account or statement).
- Photo ID (passport or driver licence) to verify your identity when requested.
Payment and refund evidence
- Proof of final payment (bank receipt or online payment confirmation).
- Bank account details (for refunds) and any correspondence confirming credit balances or refunds.
Common mistakes
Assuming direct debit cancellation closes your account
Many customers mistakenly cancel their direct debit and believe the account is closed; cancelling a direct debit does not close the loan or card.
You must explicitly request account closure and ensure any outstanding balance is paid.
Overlooking accrued or pending charges
Another common error is failing to pay amounts that have accrued but have not yet been debited; these can prevent closure or result in unexpected balances.
Also, not providing bank details can delay refunds if your account is in credit.
Comparative recap
Quick before-and-after comparison
The table below summarises key differences and outcomes related to cancelling a Gem account.
| Aspect | Before cancelling | After cancelling |
|---|---|---|
| Access to credit | Active access to card/loan, transactions permitted | No access; account closed and cannot be reopened |
| Outstanding balance | Must be paid in full before closure | Account closed only after full payment; lingering unpaid amounts may be pursued |
| Refunds | Possible if account in credit or overpayment occurred | Refund processed to bank account (typically up to 5 business days) |
| Direct debit | Can be cancelled but does not close account | You must still request closure separately and settle balance |
After cancelling
Follow-up actions
- Keep written confirmation of account closure and any final statements.
- Monitor your bank account for any refunds and retain transaction evidence until matters are finalised.
Helpful links
- Closing your Loan Account - Gem Help Centre
- Managing Your Direct Debit - Gem Help Centre
- Requesting a Refund - Gem Help Centre
- Consumer Guarantees Act - Consumer Protection New Zealand
Address
Postal contact
P O Box 4058, Shortland Street, Auckland 1140, New Zealand.
Notes on physical delivery
If you prefer to send a written closure request by post or registered delivery, use the postal address above and keep proof of postage.
For privacy or formal requests, consider using recorded delivery to ensure the request is received and logged.
FAQ
Important warning regarding service limitations
In the interest of transparency and prevention, it is essential to recall the inherent limitations of any dematerialized sending service, even when timestamped, tracked and certified. Guarantees relate to sending and technical proof, but never to the recipient's behavior, diligence or decisions.
Please note, Postclic cannot:
- guarantee that the recipient receives, opens or becomes aware of your e-mail.
- guarantee that the recipient processes, accepts or executes your request.
- guarantee the accuracy or completeness of content written by the user.
- guarantee the validity of an incorrect or outdated address.
- prevent the recipient from contesting the legal scope of the mail.