published April 02, 2020
ByWisr Support
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Coronavirus (COVID-19) FAQ

We all have questions right now. The biggest one being: how long will this last? We wish we knew. All anyone can do is take this situation day by day, and be kind and supportive to one another. Whether you’re thinking about a Wisr personal loan, checked your credit scores with us, or are using Wisr App to manage your debt  – we’re answering a few questions you may have right now about our products.

 

I have a personal loan and want to know if anything has changed.

 

Q: I have a Wisr personal loan and am experiencing or anticipating financial difficulties. What should I do?

We understand things are changing all the time. If you need financial assistance, it’s best to be upfront and proactive with us – so make sure to get in touch as soon as you can. 

 

You can email our customer support team at contact@wisr.com.au (adding your loan ID in the email subject will really help us!) or call us on 1300 992 007.

 

If you require immediate assistance, we ask that you please email us something for our records to show that you've either lost your job (e.g. a letter from your employer), or that you've applied for Government income support (e.g. a letter from Centrelink). Alternatively, you may provide a detailed description as a declaration of your circumstances outlining why you require financial hardship assistance.

Once we receive the above, we will contact you to come up with a suitable arrangement, such as reducing your repayment amount or temporarily put your regular required repayments on hold for a period of 3 months. After this, your ongoing repayments will resume as per agreement with you. If you still cannot make your repayments at that time, we will review this further with you. We will contact you by email and/or SMS to remind you when your next repayment is due and for how much. Please read our post on Financial Assistance for more details.

 

You should be aware that by deferring your repayments, the interest on your loan will still apply and you may end up paying more interest over the course of the remaining loan term. Subsequently, your loan repayment amount may be higher to ensure you can catch up on your repayments. If you would like more information about this before deferring your payments, please let us know as soon as possible.

 

Q: I have a Wisr personal loan, can I redraw or increase it?

Wisr personal loans do not currently offer a redraw facility.

Requests to increase the total loan amount are only available for loans older than 3 months. Any requests will be processed as a refinancing of the loan requiring a new application.


Q: I have a Wisr personal loan, can I change the loan term?

It’s best to get in contact with us to discuss your personal circumstances, and we’ll see what we can do to help. 

 

Q: What’s the best way to contact Wisr?

You can email contact@wisr.com.au and we will respond as soon as we can, or give us a call on 1300 992 007 between 9am and 5:30pm. Please note that our call volumes are higher than usual, so we appreciate your patience and consideration.

Referencing your Loan ID in the email subject line, or having it available when you call, may also help speed things up. But we understand if you might not have it to hand.

 

I’m thinking about applying for a personal loan. 

 

Q: Can I still apply for a new personal loan with Wisr?

Yes, Wisr is continuing to offer personal loans for any worthwhile purpose, and our team is working tirelessly from home (during this period) to help you. However, given recent Government guidance, some applications may require additional clarifications before it can proceed.

We take responsible lending very seriously, so it’s important that all the information we request is completed truthfully and accurately.

From time to time, we may require additional documentation or clarification as your application is being assessed. We hope you understand that asking for this is our way of ensuring we do what is right by the law, and most importantly, by you.

Before commencing a rate estimate and application for a personal loan we would encourage you to:

  • Read more about Wisr personal loans including eligibility criteria on our Borrowing With Wisr page
  • Check your credit profile and credit scores for free at WisrCredit
  • Strongly consider if your personal circumstances are likely to change over the life of the loan in a way that could negatively impact your ability to meet your repayment obligations 

 

Q: Can I still get a loan for a holiday?

Wisr lends for any worthwhile purpose, but given current Government guidance, loans for the purpose of holiday and travel will require additional clarifications before it can proceed. We also suggest that you do your research on current travel bans to ensure you’re able to proceed with your trip.

Q: Can I get a loan for emergency travel?

The Australian government recently implemented a Level 4 travel ban, advising against domestic and international travel. Make sure to do your research on what is possible for the time being and immediate future. We are here to help you, however loans for the purpose of travel will require additional clarifications before it can proceed.

 

Q: What information do I need to apply for a loan? 

Key documents typically include:

  • Most recent 90 days bank statements of your primary transaction account (e.g. where your salary is deposited).
  • Your two most recent payslips.
  • Two forms of Government ID including e.g. Drivers licence, Passport, Medicare.

We’ll let you know exactly what we need when you submit your application.

Some applications may require additional information and clarifications.

 

Q: Why did the interest rate change when I applied for my loan?

Your rate estimate is personalised to the information provided in your estimate. The final rate offered may differ if there are changes to your credit score between when you receive your rate estimate and submit your application. Things that can affect the final rate offered include missed bill payments or submitting applications with other lenders.

 

I use Wisr App and have a few questions.

 

Q: Is the app doing anything to support customers right now?

Yes! We are waiving the $1.25 Wisr App monthly fee from now until the end of September 2020 for everyone (new or existing users). You don’t have to do anything, this is being automatically applied.

 

Q: I want to stop using Wisr App. How do I do that?

No worries. If you want to temporarily pause Wisr App, you can pause your round-ups at any time within the Settings section of the app. We certainly don’t want to see you go, but you can cancel your Wisr App round-ups here.

Q: I won’t have enough money in my account for my next Wisr App withdrawal. What should I do?

We’d recommend jumping into the app and pausing your round-ups now (if you haven’t already) - this will stop your next scheduled Wisr App debit.

 

If you need a hand you might be interested in checking out the FAQs on our support page first. The Wisr App team are also available to help you via wisrapp.com.au/contact.

 

I am a WisrCredit user and want an update.

 

Q: I’ve got a question about WisrCredit. How can I get support?

If you need a hand you might be interested in checking out the FAQs on our support page first.

The WisrCredit team are also available to help via our contact form or contact@wisrcredit.com.au. Due to high customer support requests at this time we appreciate your patience and consideration.

DISCLAIMER: This article contains general information only, and is not general advice or personal advice. Wisr Services Pty Ltd does not recommend any product or service discussed in this article. You must get your own financial, taxation, or legal advice, and understand any risks before considering whether a product or service discussed in this article may be appropriate for you. We have taken reasonable efforts to ensure that the information is accurate at the time of publishing, but the information is subject to change. We may not update the article to reflect any change.
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