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Latitude Financial

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Latitude Financial is a major Australian consumer finance provider offering credit cards, personal loans, car loans, and buy-now-pay-later products. Its customer support model is built around digital self-service first, supported by phone assistance for more complex needs.

Most everyday tasks (such as reporting a lost card, disputing a transaction, resetting login details, changing direct debits, or requesting account closure) can be completed through Latitude’s online Help Centre and secure forms, available 24/7. This approach is designed to let customers resolve common issues quickly without waiting on hold.

Latitude also offers phone support during extended business hours, with specialist teams for areas like disputes, complaints, and financial hardship.

Customer sentiment toward support is mixed: many customers value the convenience of the Latitude Service Centre portal, while others report long wait times, slow follow-ups, or difficulty reaching the right team during busy periods.

Customers most often report challenges related to accessibility, administration, and system reliability.

Difficulty reaching support is a frequent complaint, with some customers experiencing long phone waits or delayed responses to online forms. Because many requests are routed through web submissions, customers sometimes feel unsure whether their issue is being actively handled.

Account management errors are another common issue. Customers report situations where loans or cards were paid off but not properly marked as closed, sometimes affecting credit reports.

Payment allocation problems and disputed late fees are also raised, particularly when payments were made on time but not applied correctly.

Some customers express frustration with customer service quality, describing inconsistent information, limited authority at first contact, or a lack of follow-through on promised call-backs.

Technical issues with the Latitude Service Centre or mobile app, such as login problems, outdated balances, or system outages, can add to this frustration when self-service tools don’t work as expected.

Formal complaints do eventually lead to resolutions for many customers, but some report that the process can be slow and requires persistent follow-up, especially for complex issues like credit reporting corrections or fraud-related matters.

Latitude offers several ways to get help, depending on urgency and the type of issue.

• Online Help Centre & self-service (24/7): Latitude’s Help Centre is the primary starting point for most requests. You can access articles and submit secure forms for lost or stolen cards, transaction disputes, login resets, account closure, and direct debit changes.
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• Phone support (general enquiries): Call 13 10 24 within Australia for credit cards, personal loans, and motor loans.
  Operating hours are typically Monday to Friday during extended business hours and Saturday mornings for card enquiries.
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• Emergency card support (24/7): For lost or stolen cards outside normal hours, call 1800 005 809 (Australia) or +61 2 8747 8178 from overseas to immediately block your card.
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• Product-specific numbers: Some Latitude products (such as 28° Global Mastercard, Gem Visa, or Latitude GO Mastercard) have dedicated phone numbers listed on the back of the card or on Latitude’s website, which can help you reach the right menu faster.
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• Complaints: If an issue isn’t resolved, you can lodge a formal complaint online, by phone, or by mail. You’ll receive a reference number and a case manager will review the issue.
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• Financial hardship support: Customers experiencing financial difficulty can contact Latitude’s Hardship Care team via an online application or by phone to discuss payment relief options.
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• Accessibility and interpreters: Latitude can arrange interpreter services on request and supports contact via the National Relay Service for customers with hearing or speech impairments.

Refunds and overpayments

If Latitude charges a fee or interest incorrectly, customers are generally entitled to a refund once the error is confirmed. Overpaid credit card or loan balances can be returned to your nominated bank account or by cheque upon request.

Returns for financed purchases

Latitude does not sell physical goods, but if you return an item purchased using Latitude credit or an interest-free plan, the retailer processes the refund back to your Latitude account. Latitude can then adjust any related fees or interest once proof of return is provided.

Cancellations and account closure

Customers can cancel or close Latitude accounts at any time once balances are paid:

• Credit cards can be closed after repayment, with confirmation recommended for your records.
• Personal and car loans close once paid out, and Latitude can provide a clearance letter.
• Buy-now-pay-later accounts can be closed once all instalments are completed.

After closure, Latitude should update credit reporting to reflect the account as closed.

Purchase protection and fraud safeguards

Some Latitude cards include complimentary purchase protection or e-commerce insurance, depending on the product. Latitude follows industry standards for fraud protection, meaning customers are generally not liable for unauthorised transactions if reported promptly and security obligations were met.

Financial hardship

Latitude’s hardship policy allows customers experiencing genuine financial difficulty to apply for temporary relief, such as payment pauses, reduced payments, or alternative arrangements, in line with consumer credit regulations.