Wednesday, 03 March 2021 13:29

NZ’s Moola agrees $2.5 million refund settlement with Commerce Commission

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New Zealand online lender Moola has agreed a settlement with the country’s competition regulator the Commerce Commission requiring it to credit or refund approximately $2.8 million to current and former borrowers, after acknowledging the Commission’s view that it charged unreasonable credit and default fees.

Moola - a high cost short term lender - offers loans to borrowers via its website www.moola.co.nz and prior to the introduction of a daily rate of charge cap in June 2020, it offered loans with interest rates as high as 620.5% per annum.

The Commission began investigating Moola after receiving complaints, including from a Christchurch budget advisory service, and in September 2017 the District Court raised concerns about the level of Moola’s fees and invited the Commission to intervene in debt recovery proceedings taken by Moola.

As a result of the investigation, the Commission said in a statement on Wednesday that it considers that between February 2016 and July 2017 Moola is likely to have charged unreasonable credit and default fees, breaching the Credit Contracts and Consumer Finance Act 2003 (CCCFA).



During the period of the investigation, Moola charged:

  • default fees of $60 where the reasonable fee as calculated by the Commission was from $10.24 to $15.66 (depending on when the fee was charged)
  • establishment fees of $150 or $350 depending on the term of the loan, where the reasonable fee as calculated by the Commission was either $4.47 or $5.48 (depending on when the fee was charged)
  • processing fees of $50 where the reasonable fee as calculated by the Commission was either $10.86 or $12.25 (depending on when the fee was charged).

“We consider that during the relevant period, Moola’s default fee, establishment fee and processing fee recovered costs that were not closely related to the matter for which the fees were being charged, as required by the CCCFA,” said Commission Chair Anna Rawlings.

“Moola acknowledges our view and has undertaken to credit or refund affected customers the difference between the fee charged and the fee we calculated was a reasonable fee.”

“Fees must recover costs that are ‘relevant and closely connected to the activity for which the fee is charged’. The Commission’s view is that Moola’s fees recovered more than those costs,” said Rawlings.

The Commission notes that Moola cooperated with it’s investigation and reduced its fees prior to and again during the investigation, and in light of the business disruptions caused by COVID-19, the Commission agreed that it would allow Moola six months to calculate the refunds it owed customers before the public was notified of the settlement.

“Moola agreed to identify affected customers and calculate the difference between the amount charged and the reasonable amount calculated by the Commission, which it has now done. Affected customers will be credited or refunded by Moola within the next 12 months,” said Rawlings.

Moola also agrees to prominently publish information about the agreement on its website and anyone who had a loan with Moola between February 2016 and July 2017 can check there for more information.

Moola says it will confirm it has complied with agreement by providing a final report prepared by an independent accountant approved by the Commission.

Separately the Commission has taken High Court proceedings against Moola
alleging irresponsible lending, with that matter unaffected by the settlement relating to unreasonable fees.


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Peter Dinham

Peter Dinham - an iTWire treasure is a mentor and coach who volunteers also a writer and much valued founding partner of iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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