Frequently asked questions
What happens if I go over my credit limit?
You'll receive a message within 2 business days via either email, SMS or post from the time your account goes over limit. This is a free service provided to you. You should only receive one over limit alert between each statement period. There are no charges for going over your credit limit.
We recommend registering for the Online Service Centre to monitor your account balance.
How do I know what my credit limit is?
- Your credit limit can be found on the top right of your monthly CreditLine statement.
- You can check it anytime at the Online Service Centre
- Or call us on 1300 131 024
What is my cash limit?
Your available cash limit can be found under 'Account Summary' in the Online Service Centre. It's also available on your statement. It's important to note that your available cash limit can be different from your credit limit. Please note daily cash withdrawal limits apply.
Your statements and repayments
Has my statement changed?
Yes, we have recently made changes to your statement for the better. We hope you like the refreshed layout and design.
How will I know when my repayments are due?
You'll be sent a statement every month. It will show how much you'll need to pay and when you need to pay it by. Or check it online using the Online Service Centre.
If you have any questions about your statement, please call our Customer Solutions team on 1300 131 024.
How do I know what I need to pay?
If you’ve been using your CreditLine account, we’ll send you a monthly statement. This statement will show a record of the transactions made over the last month. It will also tell you the minimum amount you need to pay.
Remember, to avoid any interest charges at the end of your interest free period, you need to pay more than the minimum monthly payment each month. The minimum monthly repayment on CreditLine is 3% of the total outstanding balance, or $25, whichever is greater. You will also be charged for any applicable fees.
Can I use my credit card for a Direct Debit?
No. Direct debit payments cannot be made by credit card or charge card.
How do I use BPAY?
To use BPAY you’ll need online access to your bank account. Your bank will be able to tell you what types of BPAY they can provide. You’ll need the Biller Code. And you’ll need your customer reference number (CRN). This is not your card number. Your Biller Code and your CRN can be found on your monthly statement. Please note a payment handling fee applies to each BPAY payment made to your account.
How can I pay my account?
We offer convenient ways to pay - via the Online Service Centre, Direct Debit, BPAY® or in person - whatever suits you best.
If you use the Online Service Centre via "Pay My Account", you should be aware that payments can take 3-5 business days to clear and you can only make one payment to your card account every 5 days. We do not charge you a fee for payments made via the Online Service Centre.
With BPAY you will need to use your credit card account number as the reference number. This can be found in the top right-hand corner of your statement.
Please note a Payment Handling Fee of $0.95 applies for all payments made via BPAY to pay your card account.
If you’re paying by BPAY on your due date, make sure you complete the transaction before your bank’s cut off time, otherwise the transaction may be processed on the following day. Remember that some BPAY payments can take up to 3 days to appear on your account.
What do I do if I cannot afford to make my repayments?
If you are having difficulty making your minimum monthly repayments please talk to us. We have a hardship policy which may allow us to tailor a solution to your situation. Please refer to our hardship page for more details.
What is "Buy Now, Pay Later"?
"Buy Now, Pay Later" is a repayment option that requires no payments during the buy now pay later promotional period. However, you can make payments at any time.
Actual interest free periods vary from promotion to promotion, check in store for details.
What is Interest Free?
Interest Free is one of the three 0% Interest Payment Plans
You need to make a minimum payment each month. Remember, paying only the minimum monthly payment will not pay out the balance of the plan, but you have the flexibility to make extra payments at any time. Plans start from 6 months.
Ask in-store to discover if this plan is available for you.
What is Instalment Interest Free?
Instalment Interest Free is one of the three 0% Interest Payment Plans. With equal monthly payments, you’ll know exactly how much to pay each month. Plans vary and are only available during select promotional periods. Ask in-store to discover if this plan is available for you. Actual interest free periods vary from promotion to promotion, check in store for details
How do I choose my own PIN?
To make it easy to remember your PIN, you can choose your own number. A PIN makes your card even more secure and you can create your own PIN with a simple phone call.
You can get it done in three easy steps.
- Call 1300 131 024
- Have a pen and paper handy and your card number ready and say "Select PIN" at the prompt.
- Follow the instructions to choose your own 4 digit PIN
What happens if we detect a suspicious transaction?
As part of our ongoing commitment to keep you safe and secure, if we identify a suspicious transaction on your account, our Fraud Team may communicate with you using an automated contact system. Allowing us to promptly contact you via phone or SMS, this technology provides a quick and easy way for you to verify whether transactions on your account are genuine by responding using your phone’s keypad. In instances where you do not recognise a transaction, this system will transfer you to a consultant to discuss the matter further (if outside of hours, our team will contact you first thing the following day).
Who do I call if my card is stolen?
Our lost and stolen team are available 24/7 and will be able to assist you. Call Customer Solutions on 1300 368 125.
Do I need a PIN?
In Australia, you are required to have a PIN on your credit card. In many other countries, you may be required to enter your PIN. Please make sure you have one before leaving Australia.
You can select your own PIN by calling us on 1300 131 024.
How do I dispute a transaction on my account?
It's not uncommon for transaction disputes to be the result of a misunderstanding. Before contacting your merchant or the Latitude Financial team to raise a transaction dispute, please take a moment to consider the following scenarios and whether they apply to your individual situation:
I did not authorise the transaction / I do not recognise the company name on my statement
Many companies use different trading and merchant names to identify their stores. This is especially prevalent for online merchants. If you do not recognise a merchant description on your statement, a quick internet search or phone call to the company may help clarify the nature of the goods or services they provide.
If your account has supplementary cardholders, be sure to check whether they could have made the purchase(s) in question.
Finally, it's a good idea to think back to the date and dollar amount, as this may prompt your memory. If you use a calendar or diary, check what you were doing on the day of the transaction (include dates either side, as it’s not uncommon for there to be a delay from when you make a purchase, to when it shows on your account).
When can I request Latitude to resolve a disputed transaction?
Under the Mastercard and/or VISA Scheme rules, Latitude Financial Services can dispute transaction(s) on your behalf, provided certain conditions are met. This process is called Chargeback. It is important to note that a chargeback (if the right is available) for a transaction on your account is only available for transactions linked to a scheme transaction:
NOTE: We cannot claim a right of chargeback if your claim relates to the Retail Finance feature on your CreditLine card e.g. Buy Now, Pay Later, Interest Free or Instalment Interest Free purchases. See 'Who do I speak to if I have a dispute about my interest free transaction?' FAQ below.
Some examples of acceptable reasons for dispute under the Mastercard and VISA Scheme include:
The goods received are not as described
Check the merchant’s return policy. This policy should be clearly displayed in-store or on the sales voucher.
Important: In face to face transaction environments, always inspect the goods carefully before purchase. Furthermore, obtain a detailed description of the goods/services on an invoice before/with payment wherever possible.
The goods or services are not received/rendered
Double check the expected date of delivery, as you are unable to initiate a transaction dispute if this date has not yet passed.
If you purchased the goods from overseas, consider whether the goods could have been confiscated by Australian Customs. Refer to the Australian Custom website for more information.
Important: Before making purchases from overseas merchants, familiarise yourself with Australian customs rules. When you are having goods delivered (domestically or internationally), always obtain written confirmation of the expected delivery date.
The transaction amount on my statement differs from my receipt
This usually happens when you have made a purchase overseas or the merchant is based overseas. Foreign currency exchange rates change daily and therefore the amount you pay may differ depending on exactly when you make a purchase.
I do not remember making a purchase on the date reflected in my statement
As with scenario one, think back to the date and dollar amount to help prompt your memory. If there are any supplementary cardholders on your account, be sure to check with them.
Finally, it’s not uncommon for there to be a delay from when you make a purchase, to when it shows on your account. Please consider purchases you may have made a few days either side of the transaction date on your statement.
If you have considered the above scenarios and are still questioning one or more transactions on your account, please call us immediately so we can investigate the issue and if required, block your card/account to prevent further unauthorised purchases.
Will I be held liable for unauthorised transactions on my account?
No, if there’s a fraudulent transaction on your CreditLine or CareCredit Card, you will not be held liable if you have not contributed to the loss and notified us promptly of the theft, loss or misuse of your card/account. You also need to have abided by the Conditions of Use (COU).
Who do I speak to if I have a dispute about my interest free transaction?
If the transaction in question is an Interest Free Purchase (Buy Now, Pay Later, Interest Free or Instalment Interest Free) on your CreditLine card and you have a dispute about the transaction – for example, you have been given the incorrect promotion or interest free period, please feel free to contact us on 1300 131 024 and we will try to resolve the issue.
If your query relates to the goods or services, you should direct your concern back to the merchant/store where the purchase was made.
Protect the things you buy and love
Shopper's Protection insurance is an optional insurance cover for your CreditLine card. It is like having a friend come to your rescue when things go wrong. Taking out Shopper's Protection could give you peace of mind whether it’s protecting recent eligible purchases or helping when the unexpected happens like serious illness or involuntary unemployment.
Find out more about Shopper's Protection insurance.
For more details refer to the Combined Financial Services Guide (FSG), Product Disclosure Statement (PDS) and Policy for full details including limits that apply to this cover.
How much does Shopper’s Protection cost?
The premium is just 1% of the monthly closing balance – capped at $50 per month. So even if you spend a bit more you’ll be certain it won’t cost you more than $50 a month.
How can I get Shopper’s Protection?
You should first read the Shopper’s Protection – Combined FSG, PDS and Policy to see if this insurance is right for you. Then call us on 1300 131 024 and ask one of our consultants to add Shopper’s Protection to your CreditLine account.
How do I make a claim?
We believe that making an insurance claim should be straight forward and hassle-free. There are a number of ways you can submit your claim to us.
To make a claim, you can:
- Submit your claim online here.
- Call us on 1800 800 230 between 8.30am and 5pm Mon to Fri (AEST).
- Download and print out a claim form below, fill it out then send it back to us by uploading online via our Secure Document Upload; or by post: GPO Box 1571 Sydney NSW 1025; or fax: 1300 362 642.
Still have questions? Find out more