What is changing?
Effective from Tuesday 17 September 2024, there will be some important changes to your Latitude 28° Global Platinum Mastercard credit card product. A card fee of $8 per month will be introduced and the interest rate on purchases will increase to 27.99% p.a. New features will be available including a new rewards program where you will be eligible for a $10 e-gift card every statement period when you spend $1,000 or more on eligible transactions within the statement period, and access to complimentary E-Commerce Protection Insurance and Purchase Protection Insurance.
How does this impact me?
- A card fee of $8 per month will be introduced. You will see this fee being charged on your first statement from 17 September 2024.
- Interest rate on purchases - This rate is increasing to 27.99% p.a.
- Under a new Latitude Rewards program, you will be eligible for a $10 e-gift card every statement period from a retailer of your choice via the Latitude App when you spend $1,000 or more on eligible transactions in each statement period.
- Complimentary Purchase Protection Insurance will now be available covering the loss of purchases due to accidental damage or theft - up to $1,500.
- Complimentary E-Commerce Protection Insurance will now be available covering the non-delivery and/or incomplete delivery of online purchases - up to $1,500.
All other existing card features will remain the same. If you would like to know more you can find the full list of features on our website.
We’ve created the following FAQs to help answer some of the common questions we expect you to have on the upcoming changes.
What is this monthly card fee for?
A card fee is generally charged across the industry as a fee to maintain your credit card account, for example processing transactions. . This monthly fee also enables Latitude to continue offering the features and benefits for your account.
Will I need to pay the card fee each month?
The fee will form part of your closing balance and a minimum monthly payment may be requested from you as outlined in your Conditions of Use booklet. Refer to your account statement to confirm if a minimum monthly payment is required.
What happens if I don’t pay the card fee?
If a payment is missed, a late fee will be charged and your account may go into arrears and in default. We offer a variety of payment options to make it easier for you. You can set up automated payments through BPAY or direct debits—just pick the one that works best for you.
Do I get charged this card fee if I'm on Hardship?
No. If, at the date of this change you are under a temporary hardship arrangement, the terms of any variation notice previously provided for that temporary arrangement will continue to apply until they end.
How can I close the account?
You can close your account via the Latitude Service Centre, online app or webform. We have all the details located here.
How can I reduce the impact of fees on my account?
Whilst you are required to pay a monthly fee, there are several ways to reduce the amount of other fees which are as follows:
- You can switch your statement method to paperless to avoid the paper statement fee.
- Make fee free payments from the Latitude Service Centre.
- Note the due date on your statement and pay your amounts due on time to avoid the late payment fee.
- Making the Minimum Monthly Payment on time can help you avoid late fees. You may do this by setting up automated BPAY payments or setting up a direct debit on your account – choose whichever suits you best.
Where can I get further support as I am having trouble managing my Latitude repayments?
If you are experiencing financial hardship, head over to our Hardship Care page for more information.
How do I qualify for the $10 e-gift card?
Latitude 28° Global Platinum Mastercard cardholders will be eligible for a $10 e-gift card every statement period that can be redeemed from participating retailers when they spend $1,000 or more on eligible transactions using their credit card within the statement period. Any purchases made by an additional cardholder will contribute towards the primary cardholder’s spend threshold. However, an account that is currently in default is not eligible for the $10 e-gift card.
What transactions qualify towards the $1,000 spend threshold?
Latitude 28° Global Platinum Mastercard cardholders will be eligible for a $10 e-gift card every statement period that is issued by EonX Services Pvt Ltd on behalf of Latitude. Customers can redeem this from participating retailers via the Latitude App and Latitude Service Centre when they spend $1,000 or more on eligible transactions using their credit card within the statement period . Eligible transactions are based on the date posted and do not include cash advances, cash equivalent transactions, card fees or charges, credits, refunds, reimbursements, Shopper’s Protection premiums, interest and balance transfers into an account. The account must be open and not in default of the credit contract when Latitude rewards are issued.
What is the Latitude Rewards Program and can I accumulate to redeem later?
Under the Latitude Rewards Program, you can redeem a $10 e-gift card issued by EonX Services Pty Ltd on behalf of Latitude from participating retailers every statement period via the Latitude App and Latitude Service Centre, when you spend $1,000 or more on eligible transactions in each statement period. You can also save the $10 Latitude Reward and accumulate more for a later redemption.
To find out more about the Rewards Program, please refer to the terms and conditions.
How will I receive my $10 e-gift card?
Latitude will send you an email notification about your $10 e-gift card and this e-gift card can then be accessed via the Latitude App and Latitude Service Centre where it will be available for redemption within 30 days from the end of the statement period.
How do I claim my $10 e-gift card?
- You qualify when you spend $1,000 or more within the statement period using your Latitude 28° Global Platinum Mastercard credit card.
- You can access Latitude Rewards via the Latitude App or the Latitude Service Centre.
- Click on the “Benefits” tab.
- Click on the “Redeem now” button under the Latitude Rewards Program.
What is Latitude Rewards balance?
Latitude Rewards balance is the available balance you have accumulated to redeem for an e-Gift card of your choice within the Latitude Rewards platform.
What happens to my Latitude Rewards if I close my 28° Global Platinum Mastercard account?
If you close your credit card account or notify us that you wish to cancel your card, you will have 30 days from the date your account is closed to redeem your remaining Latitude Rewards balance, before your Latitude Rewards account is subsequently closed and any remaining rewards balance forfeited. To find out more, please refer to the terms and conditions.
Whom can I contact if I have any further questions about my Latitude Rewards account or my $10 e-gift card?
Contact Us if you have any further questions about your $10 e-gift card or check the Rewards FAQs for more information on the e-gift card which is accessible by clicking on the “FAQ” icon in the bottom left corner of the Latitude Rewards platform.
When will my Latitude Rewards balance expire?
You have 18 months from the date they have been issued to redeem your Latitude Rewards before they expire.
Are these Latitude Rewards transferrable?
No, these Latitude rewards are not transferrable.
Where can I find more information about my Latitude Rewards program?
Head over to our Rewards platform to learn about your Latitude Rewards program. You can access this platform by logging in via Latitude Service Centre or the Latitude App. Find out more here.
What are “My ePurchases” in the Latitude Rewards platform?
“My ePurchases” is where you can view all the e-Gift Cards that you have redeemed so far. Once redeemed, we will send you an email with your e-Gift Card details, however you will always be able to access your redeemed e-Gift Cards directly from this location.
Is the $10 Latitude Reward a cash back that will be applied to my account?
No, the $10 Latitude Reward is applied to your Latitude Rewards Balance accessible via the Latitude App or Latitude Service Centre which can be redeemed for an e-gift card from participating retailers.
What is “My Activity” in the Latitude Rewards platform?
“My Activity” stores your redemption history and order details in an easy-to-use format
How do I redeem for a preferred retailer e-Gift Card?
Log in to the Latitude App or Latitude Service Centre and under the ‘Benefits’ tab, click on ‘Redeem now’ under the Latitude Rewards program. Select your preferred participating retailer and select the value and quantity of the e-Gift Card you would like to redeem. You may redeem up to the total Latitude Rewards balance available.
How do I check my e-Gift Card balance?
If you do not know the balance of your e-Gift Card, you can check it via the retailer's website, or by calling the retailer’s e-Gift Card support line. We at Latitude are unable to see the balance remaining on any of your e-gift cards.
If you know how much you have left, you can manually update the balance within My Rewards by entering the amount and clicking the ‘Update’ button located on the e-Gift Card. This is to help you manage the balance you have on your e-Gift Cards.
The balance of a eGift Card is not automatically updated in My Rewards once you have used it to make a purchase.
When do e-Gift Cards expire?
E-Gift Card expiration dates will vary depending on each retailer. You may check the expiration/validity periods of an e-Gift Card by selecting a retailer and checking the 'Validity Period' of the e-Gift Card at the bottom of ‘details’.
How do I view my order history?
Order history can be viewed by clicking on “My Activity” via the My Rewards icon.
Where can I find my purchased e-Gift Cards?
All purchased e-Gift Cards are delivered directly to My Rewards within the program and emailed as well.
Log into the platform then , simply click on the ‘My ePurchases’ tab via the My Rewards section, to locate your purchased e-Gift Cards.
When will I be able to access my e-Gift Card ?
After your order is processed, you will receive a confirmation email. You can also access e-gift cards under “My ePurchases” in “My Rewards”. Although we make best efforts for instant delivery, this may take up to 72 hours to appear in “My Rewards”.
Are e-Gift Cards refundable?
Once an order has been processed and the e-Gift Card has been dispatched we are not able to provide a refund. Please note that all e-Gift Cards are to be treated as cash once they have been purchased. If you have any other questions please refer to the Terms and Conditions on the platform.
How can I find deleted e-Gift Cards?
All deleted e-Gift Cards can be accessed by simply clicking 'My ePurchases' via the My Rewards icon. From here, click the reload button to view deleted e-Gift Cards.
Why have I not received my e-Gift Cards?
If you have not yet received your e-Gift Cards within 72 hours, please contact us.
How do I update/change my account details?
You can update your profile details via the Latitude Service Centre or Latitude App and this will update automatically in the platform the next time you log in. You cannot update your profile details in the Latitude Rewards platform.
What is the maximum amount I can redeem with one merchant? Is there a limit?
The min and max spend threshold are based on individual retailers participating in this Rewards program, which is shown on portal when a customer tries to redeem an e-gift card from portal.
If you can’t see any limit specified in the portal then you can enter any amount and redeem an e-gift card up to your available rewards balance.
How can I raise a complaint about the Rewards portal?
If you have any concerns or wish to raise a complaint about the Rewards portal send an email at support@eonx.com. Include your name, email address, and/or phone number, as well as a detailed description of the issue in your email.
I have concerns about my privacy on the Rewards portal?
If you believe that the Rewards portal has breached the Privacy Act or if you have a complaint about how they have handled your personal information, send an email at privacy@eonx.com . Include your name, email address, and/or phone number, as well as a detailed description of the issue in your email.
I have more than one 28 Degrees account, how will the rewards program work for me?
Each 28 Degrees account will accrue separate reward points of their own based on eligibility, regardless of the number of different accounts you have.
What is the complimentary E-Commerce Protection Insurance and Purchase Protection Insurance cover about?
As a Latitude 28° Global Platinum Mastercard credit cardholder, you can access:
- Complimentary Purchase Protection Insurance that covers the loss of purchases due to accidental damage or theft - up to $1,500.
- Complimentary E-Commerce Protection Insurance that covers the non-delivery and/or incomplete delivery of online purchases - up to $1,500.
To find out more, please refer to the complimentary E-Commerce Purchase Protection terms and conditions and Purchase Protection terms and conditions.
How can I make a claim on the E-Commerce Protection Insurance or Purchase Protection Insurance cover?
You can make an insurance claim via https://au.mycardbenefits.com or send a notification to obtain a claim form and instructions on what to do after a loss.
The contact details are set out below:
AIG Australia Limited
Level 19, 2 Park Street
Sydney, NSW 2000
Australia
Tel: +61395224111
Customer Service Operating Hours: Monday to Friday 8:30AM to 5:30PM AEST
Email: APAC.Mastercard@aig.com
To find out more, please refer to the complimentary E-Commerce Purchase Protection terms and conditions and Purchase Protection terms and conditions.
How can I raise a Complaint related to the E-Commerce Protection Insurance or Purchase Protection Insurance?
- Speak to AIG Complaints team
The complaints team at AIG can be contacted on 1800 339 669. To get the best out of Your call, please have Your policy and/or claim number available and any specific information about the issue.
- Provide your feedback in writing
If you would prefer to provide Your feedback or complaint in writing You can do so by lodging Your complaint on AIG website, or by writing to:
The Complaints Team
AIG Australia Limited
Level 13, 717 Bourke Street
Docklands VIC 3008
Email: aucomplaints@aig.com
To find out more, please refer to the complimentary E-Commerce Purchase Protection terms and conditions and Purchase Protection terms and conditions.
Why has the interest rate increased?
We regularly review our pricing structure and rates for all our products. These changes are the result of an internal pricing review.
How can I reduce the amount of interest I pay each month?
There are several ways you can reduce the amount of interest you pay:
- Make extra payments whenever you like.
- If you pay your account earlier, you reduce the interest-bearing balance, which will reduce the interest calculation for the remainder of your statement cycle.
How can I learn more?
- Find out more about credit cards and lending on ASIC’s MoneySmart site
- Use the MoneySmart calculator to find out how much you could save when you pay off your credit card sooner.