We’re always sorry to hear when someone wishes to close their account. If we have done something wrong, please let us know so we can make the necessary corrections.
We always recommend that you close your account when you no longer require our services. If your account is not closed, it will remain considered active and in use, and you will still be responsible for any rental and mail processing fees (such as mail storage) on your account.
Even if you do not receive any mail to your mailbox with us, if the account is open, it is still considered active. We have a large number of customers who use our services and address for various reasons, and many of them don’t receive a lot of mail (perhaps one letter every couple of months). Therefore, we do not consider a mailbox that isn’t receiving mail to be unused.
You can close your account at any time you are ready – log into your account and follow this link: https://privatebox.co.nz/billing and follow the links on screen.
I still have mail left in my account. What happens to it if the account is closed?
Please ensure that you manage your email before closing your account. Either have the mail scanned so you can read the contents, or arrange for any mail to be posted to you before you close the account. Do not close the account until after your mail has been processed and posted.
If you do have mail left in your account when your account is closed, then our staff will handle it in the following ways:
Mail that has already been opened and scanned previously will be securely destroyed.
Unopened letters will be returned to the sender.
For parcels, we will hold the mail for 7 days before disposing of it.
I still have unused money left on my account! What happens to these funds?
Once you have closed your account, our system will process a refund for you of any remaining money on your account (minus a 50c bank processing fee). The refund will always be credited back to the same card from which the payment originated – so it’s essential to ensure your credit card and information are up to date.
Please allow up to 7 business days for the money to be credited back to your card. The time it takes for the funds to appear back on your credit card all depends on the bank’s processing times.
I closed my account some time ago and would like to use the mail services again. Can I reopen my account?
You are always welcome to get in touch with us, and we will be happy to reactivate your account at any time. To re-activate your account, please sign up again using the same email address as before.
Can’t I open a new mailbox and start from the beginning?
Unfortunately, we cannot allow a second account to be opened as it’s part of our compliance with the Anti-Money Laundering and Countering Financing of Terrorism Act 2009. We have a full article that goes into more detail about duplicate accounts and what will happen with them here.
Are there any reasons an account can be closed without the customer requesting it?
Yes – sometimes an account can be closed automatically by our system, or by a member of staff. The most common reason for this is an account that has been unpaid and overdue for too long, or someone refusing to complete the identity verification process. We have another article that goes into more detail about what happens when accounts are closed for these reasons.