Latitude Financial

Complaints

I have lodged telephone complaints with Latitude Finance with reference to the way I have been treated over the past months with a difficulty I had with making payments on my GO Credit card. I had major surgery in 2023 and this caused an upset in regular payments. I sought to catch up and thought that I had done that exactly, however it turns out I was $22 short. Operatives within Latitude summarily cancelled my card and this wee]k I again tried to lodge a complaint - I was displeased and offended by the attitude of the phone consultant and subsequently the team leader or supervisor. I have asked to have my card reinstated so that I can use it again in future, following regular payments leading to usability.

Can someone contact me as no one there when you call can help or no how to and can’t out me through to anyone that will help after numerous long phone waits and being stuffed around useless I have an agreed Payment plan I need To change litigation department I was told Wayne butler 0401086736

Have tried to change our details of surname which has been spelt incorrectly on our card and account. Was advised to fill out update form which did but would not allow me to submit. Having incorrect spelling on has meant we are unable to do a direct debit because account and card name does not match spelling of our Surname on bank account. It is very frustrating to not be able to just change incorrect spelling over phone.

I am writing to request a refund for interest charge applied to my account under the following transaction details: • Date: 21/01/2024 • Description: Interest Charged at 26.99% • Amount: $172.53 On the date mentioned above, a payment was automatically attempted from my account but resulted in a dishonour. I contacted your customer service team on the same day to resolve the issue. I was advised to use BPAY as an alternative payment method, as real-time payments are not supported. The representative assured me that the payment would be processed promptly enough to prevent any interest charges. However, the payment was processed two days later than anticipated, which led to the interest charge. Given the circumstances and the guidance I received from your customer service, I’m requesting a refund of the interest charged. I am also requesting a refund for the following interest and fee charges applied to my account: • 17/02/2024, Transaction ID: 0498, Late Fee: $35.00 • 21/02/2024, Transaction ID: 0498, Interest Charged at 27.49%: $153.88 • 21/03/2024, Transaction ID: 0498, Interest Charged at 27.49%: $129.80 • 18/05/2024, Transaction ID: 0498, Late Fee: $45.00 • 21/05/2024, Transaction ID: 0498, Interest Charged at 27.49%: $134.20 Historically, I have used the automated direct debit system for balance payments, which ensured timely payments. Unexpectedly, this system stopped working at some point, and I was not notified of this change, which led to missed payments and the accumulation of interest and fees. On several occasions when I realised the automated direct debits had failed, I attempted to manually make direct debit payments, however, the direct debit function was not working via the app. Consequently, I had to use BPAY to make payments. The inherent processing delays with BPAY caused my payments to be processed after their due dates, resulting in the interest fees/charges. Given the circumstances beyond my control, I am requesting the reversal of all aforementioned charges/fees. Should you not agree, I would like a copy of my interaction notes and communications regarding payments due to for further review.

Monday 15th April my Latitude card 5444 3453 0873 2173 was hacked and total amount of $5335.74 was stolen. Two smaller amounts were taken first then $4990.00 was pending for 2 days without Latitude taken any action against it. I notified them as from day one it continued to be pending. The account was World Remit a currency exchange in Sydney . When I realised I was on the phone to a scammer I notified Latitude immediately on 15/04/24. Since then I have been charged a cash advance fee of $174.65 I have photo recognition on my card so how can this happen? I am a pensioner and have lost all my savings plus credit for money I don’t have DLKarlhuber lyn.karlhuber@gmail.com 23/04/24

I have had to contact the company twice regarding "overdue" I have a direct debit set up with the company and twice I have been told I have an overdue amount! Each time I have called I have asked if my payment amount is now adequate to cover my payment and fees monthly, and on time, each time I have been told YES. The last guy I spoke to rudely stated "now I have educated you" This morning I received ANOTHER MESSAGE stating "to avoid overdue fees, please pay $28.77" I am getting extremely frustrated to keep getting these messages and to have to keep calling.

My complaint is officer loan manager his name is enis he wasted 2 month of loan application he kept canceling my application without talking to me I had a feeling he had something against me as he never returns my calls when I pressures latitude he called told me to get my accountant to write a letter word for word and he will contact my accountant as well which was a lie and within minutes lodging my letter he rejected my application as he never called me as I said to him please do not reject before talking to me and he never did when I called he spoke to me and told me I don't care how much money you earn its upto me to see if you can pay it back I told him explain why you reject my application he said I can't tell you am confused as how do I proof my application but I don't know why am scared for my life as he has all my details and he said before he hanged up on me it's privacy I can't tell you why I rejected it and mind you he never recorded the conversations but he recorded when he said I was declined he lied to me he said it all depends on my accountant letter but he still rejected it I kept calling to speak to someone high up but no one returns my calls I never seen something like this

Account; LAI-00079348 Absolute fiasco. I am trying to settle with my insurance company to payout my loan with latitude. Latitude have not responded to repeated emails from my insurance company. I was sent a letter from Latitude to give to my insurance company but it has a B-Pay number and reference on it. My insurance company wont pay into a b-pay account. I asked for a BSB and Account number as requested by my insurer only to be told that Latitude doesn't have a BSB and ACCOUNT. How ridiculous is that. What a load of rubbish. I have been trying to get this sorted for over 2 weeks with no joy. I have been pushed from pillar to post by Latitude. You people don't seem to care about your customers needs or my insurer who are trying to do right by Latitude by paying out a loan. What's wrong with you people. I have spent the best part of 2.5 hours on the phone back and forward between my insurer and Latitude finance. Pathetic.

In January 2023 I applied for a top up loan to pay out a Humm account. It was approved & I emailed the details Humm sent me to latitude. Humm has never been paid. I phoned latitude in January, February and March 2023 to rectify this. I spoke to the call centre & was told it was paid. The call centre person I spoke to in March was very abrupt with me & hung up on me. I phoned the call centr again in on 22/01/24 after speaking to Humm. They told me to ask for proof of payment, which I did. I was told it would take up to 7 days. The reference given to me was Sonu. I phoned again on 29/01/24 to find out what was happening & when the proof of payment would be provided. I was told the accounts department was working on it. The date is now 28/02/24 & still have not heard anything. Please note that the reason for the length of time between calls is because of my bad experience with the call centre in March 2023. It is so hard to understand the call centre people. I HATE having to call your call centre. The outcome for this is I expect Humm to be paid out in full and the surplus to be paid to me, because I have continued to pay both payments. Also, because I asked for a payout figure, because you didn’t pay Humm, they deducted the full amount from my account. This resulted in my account being overdrawn & I was charged $188.50 in overdrawn fees by my bank. Humm paid $30 towards the overdrawn fees, but I expect latitude to pay the remaining $155.50, because if latitude had paid, I would not have had overdrawn fees. I have also put in a complaint to the Australian Financial Complaints Authority.

I am having difficulty with logging in as i have tried several times.Robert Hunter