Alphera Financial Services COVID-19 Support
We know that there are more important things than talking about cars and mobility right now, these are truly uncharted times.
As a global and responsible company, we never lose sight of our customers and we thank you for your continued loyalty and support.
Our team is here to support you through these times. We are here to help.
Frequently Asked Questions
How do I get in contact with ALPHERA Financial Services to discuss my current financial situation?
For account information twenty four hours a day seven days a week, you can visit myalpheraaccount.com.au.
I am experiencing financial hardship. How can you help?
ALPHERA Financial Services has a dedicated Financial Hardship Team that can support you during difficult times. We may be able to assist you by offering:
- an extension of loan terms
- a temporary reduction to your current monthly instalments
- a short term moratorium or deferral of instalments that you need to pay
- a capitalisation of arrears
Will my instalments be debited from my bank account during this time?
Yes, all scheduled loan repayments will continue as usual. If you are experiencing financial difficulty and would like to alter these arrangements, please contact our Financial Hardship team on 1800 333 636 or by email to firstname.lastname@example.org
How do I update my direct debit details?
How do I payout my loan agreement with ALPHERA Financial Services?
You can obtain a payout quote twenty four hours a day, seven days a week through myalpheraaccount.com.au, or by calling 133 269 between 8.30am and 5.30pm (EST) Monday to Friday and following the prompts.
Payments can be made via BPAY and Bank Transfer to finalise your loan agreement. These payment details are available on your payout quote.
Will my credit file be affected because I have applied for hardship?
Applying for, and receiving hardship assistance from ALPHERA Financial Services does not impact your credit file with credit reporting agencies. However, if you fail to make required payments or fall into arrears on your finance contract, this may lead to a negative impact on your credit file.
Will interest continue to accrue while I am in hardship?
For consumer loan customers, the rate of interest charged to your account will not change if your instalments are deferred or reduced. The interest will continue to accrue and will be capitalised and added to the remaining balance to be paid over the remaining term of the loan.
For commercial loan customers, please contact us if you are having trouble meeting the obligations under your finance contract as there may be consequences from any default.
What happens if I can't afford my first monthly instalment after my hardship arrangement has completed?
Hardship measures are only short term solutions to assist with unexpected events and help you get back on track.
If your situation is prolonged, keeping your vehicle may not be the best financial option for you. As the vehicle depreciates in value, it may leave you with a large gap between the car value and what is owing on the loan.
If your hardship arrangement has completed and you are still unable to meet your obligation to ALPHERA Financial Services, please contact the Hardship Team on 1800 333 636 between 8.30am and 5.30pm (EST) Monday to Friday to discuss options available to you, such as selling or voluntarily surrendering your vehicle.
Will I fall in arrears if I cannot make instalments?
Failure to meet your instalments will put your loan agreement into arrears and may result in collections activity and a negative impact on your credit file.
Financial Hardship Assistance
Have your information ready
When contacting us, please have supporting information such as:
- your income and employment status
- what you own (house, household items, vehicles and shares)
- what you owe (with us and with other lenders)
- what has changed which has caused your difficulty
- what changes you expect in the future
Financial counselling is a free service offered by community organisations, community legal centres and some government agencies. Financial counsellors can provide you more help if you need it.
The National Debt Helpline 1800 007 007 is open from 9:30am to 4.30pm, Monday to Friday. When you call this number you will be automatically transferred to the phone service in your state (opening hours can differ in different states). Calls from mobile phones may incur additional fees.