Review Insights · Google Play
Latitude
Latitude Financial Services · 20,245 ratings · ★ 4.1
4.1
★★★★★
20,245 ratings
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Top complaints - extracted from 58 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"update"
14 negative reviews mention this · 24% of all complaints
★★★★★ "with the last update of terms and conditions everything was removed from my account and is asking me to link it again and when I try is saying that my account is already link to another email address which I don't have" - Nicolas Granieri
2
"card"
11 negative reviews mention this · 19% of all complaints
★★★★★ "Why am I being forced to agree to terms and conditions for a country I'm not in, before I can use this app?! Update - I agreed to the terms and conditions, which state that they do not apply to me. That's next-level stupidity. Only to find …" - Leigh Sharp
3
"account"
10 negative reviews mention this · 17% of all complaints
★★★★★ "with the last update of terms and conditions everything was removed from my account and is asking me to link it again and when I try is saying that my account is already link to another email address which I don't have" - Nicolas Granieri
4
"latitude"
10 negative reviews mention this · 17% of all complaints
★★★★★ "😠😡😡😠Avoid using a Latitude Gem Visa credit card. Their customer service is unacceptable. I was charged fraudulently by AliExpress without authorisation, and despite disputing it, Latitude has failed to recover my money until now. Other …" - Mohsen Fatahi
5
"service"
9 negative reviews mention this · 16% of all complaints
★★★★★ "worst customer service, called the support number regarding the application issue, agent transferred to the service desk and no one responded the call was on hold for 20 mins every time." - Shafique Ahmed
6
"payment"
8 negative reviews mention this · 14% of all complaints
★★★★★ "Very very rude company! Payments are instant when you go to pay a bill. They can take 3 days once confirming a payment" - luke innes
7
"customer"
8 negative reviews mention this · 14% of all complaints
★★★★★ "worst customer service, called the support number regarding the application issue, agent transferred to the service desk and no one responded the call was on hold for 20 mins every time." - Shafique Ahmed
8
"days"
7 negative reviews mention this · 12% of all complaints
★★★★★ "Very very rude company! Payments are instant when you go to pay a bill. They can take 3 days once confirming a payment" - luke innes
9
"longer"
6 negative reviews mention this · 10% of all complaints
★★★★★ "Latest update no longer has my account details. Asks me to link my card and when I enter information it tells me card already linked. Then try to call and after 4 minutes of long and tedious IVR I have a long wait to get my call answered. B…" - Steven Holender
10
"call"
6 negative reviews mention this · 10% of all complaints
★★★★★ "Latest update no longer has my account details. Asks me to link my card and when I enter information it tells me card already linked. Then try to call and after 4 minutes of long and tedious IVR I have a long wait to get my call answered. B…" - Steven Holender
11
"issue"
6 negative reviews mention this · 10% of all complaints
★★★★★ "worst customer service, called the support number regarding the application issue, agent transferred to the service desk and no one responded the call was on hold for 20 mins every time." - Shafique Ahmed
12
"customer service"
6 negative reviews mention this · 10% of all complaints
★★★★★ "worst customer service, called the support number regarding the application issue, agent transferred to the service desk and no one responded the call was on hold for 20 mins every time." - Shafique Ahmed
📋 All 58 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Absolute waste of time I'll never get back. App locks up at login.
Very very rude company! Payments are instant when you go to pay a bill. They can take 3 days once confirming a payment
with the last update of terms and conditions everything was removed from my account and is asking me to link it again and when I try is saying that my account is already link to another email address which I don't have
Why am I being forced to agree to terms and conditions for a country I'm not in, before I can use this app?! Update - I agreed to the terms and conditions, which state that they do not apply to me. That's next-level stupidity. Only to find that the app is broken and my account isn't there. Just an empty page asking me to link my card. What a complete fail.
Latest update no longer has my account details. Asks me to link my card and when I enter information it tells me card already linked. Then try to call and after 4 minutes of long and tedious IVR I have a long wait to get my call answered. Bloody useless.
worst customer service, called the support number regarding the application issue, agent transferred to the service desk and no one responded the call was on hold for 20 mins every time.
The release on April 17th was full of bugs. My credit card no longer appeared on my account and The app said to link my account and when I tried to it said my email address was already in use on another card number. In the end I had to completely uninstall the app and then reinstall it before my account was shown. For a finance company to release an update full of problems is pretty poor
😠😡😡😠Avoid using a Latitude Gem Visa credit card. Their customer service is unacceptable. I was charged fraudulently by AliExpress without authorisation, and despite disputing it, Latitude has failed to recover my money until now. Other banks resolve fraud quickly-Latitude does not. Now I am going to lodging a complaint with AFCA if this going longer and they don't resolve it. 😠😡😡😠
App keeps looping on login. After entering my details, it just reloads and sends me back to the login page again. Tried clearing cache, different browser, and even reinstalling the app but still the same issue. Very frustrating - I can’t access my account at all. Please fix this ASAP. 😕🔄
Unable to use this app. Log in Page is blank and has been this way for over 8 months. I have run troubleshooting processes, including reinstalling. I have tried contacting Latitude help team a couple of times regarding the issue.
I am frequently encountering an issue with the app where it says I have no purchases over $250 to transfer to interest free when I most certainly do. this is extremely problematic as then these purchases will start accruing interest rather than be 6 months interest free. after posting this review I contacted support. they have not helped. this review should now be 0 stars. terrible app and non existent support.
I've never been able to log into this app, it always tells me the password is wrong. even after changing the password, it tells be the new password is wrong.
The app is usable but lacks features. You can't search transactions and I've had a terrible experience where I removed a payment method but it remained in a separate section. I ended up paying a late fee and interest for a 3 day delay. customer service credited the late fee but wouldn't fully refund the $200 interest. I was migrated to latitude from Amex and I'll be cancelling the card and going back to Amex ASAP
Unfortunately, I haven't had a good experience with Latitude Gem Visa. They're trying to find out how to take your money through different ways or even excuses. If you download the app and try to make a payment, they don't let you. Then you call them and they tell you to pay through BPAY, and they are charging or stealing your money. Be careful, guys! Open your eyes. Definitely not recommended at all.
heavily disappointed by Latitude, as they without ANY notification reduces the amount available to $zero and when asked for an explanation and automated response telling that it will take 30 days to reply, and that while on overseas holiday for 3 months and no other way of paying the expenses. not recommending them, rather go to your bank for a much better service.
Update: Called them over a week ago to move funds around to pay out purchases that were not "converted to interest free." Told it would take three business days. Still waiting. No doubt I'll be charged interest as well. Disgustingly awful service. Update 2: They didn't action my request to allocate funds and I was charged interest AGAIN. The representative said there were no notes on my account and implied I was lying about my earlier request. Probably time to call the ombudsman. Avoid.
What on earth have they done to the app? instead of working as normal, now when you try to log on it just opens a chrome browser window. Literally no point having it if it's just to point to the internet.
new ui is good but silly that you can't use a debit card to pay against specific accounts as you won't accept our bank!!
unable to log in since last update
Did update as requested, installed, went to open and then bounced to 'update now'. Clicked 'update now' and tried to open. Endless circular nonsense between open and update now....dodgy software!!
Very difficult to setup/vague..
Dreadful App. No communications when Invoices due, not easy to find any help or to use. just changed my password, even wrote it down and it still doesnt work. sick of this App. i hate it!
I HOPE THIS APP WILL INCLUDE FEATURE WHERE I CAN CHOOSE WHICH TRANSACTION I WOULD LIKE TO REPAY FIRST and not just automatically allocate the payment accross all transaction. My 10 months interest free transaction is about to expire in 15 days and still has a huge remaining balance just bcoz everytime i pay, it only gets a portion of the payment. Other transactions which expires in months gets a payment allocation too -which is not really very helpfull to clear out my about-to-expire-transaction
I would not recommend to get that service as the customer service is terrible and not speaking English clearly. you will have some issues and you get trouble with the payment
The app crashes when pasting the 6 digit code copied from SMS. Reliable fault.
this update has taken the pervious app that felt premium to something that feels like it was a rush job on a Friday afternoon at 430pm. You can't easy track payments like you used to. The images that they show on this site are now wrong and misleading.
meh
asks for update, updated then still asking for update
I just want to get into my account 😩
keeps looping from google play to let's update notice. endlessly. :(
need to include lots of features like searching transactions, download customized transactions statement etc
the only way to pay off your credit card without incurring a fee is by official direct debit requests, but there is no longer a functional way to halt or reverse these requests even though they may take up to 3-4 days to process, so if you accidentally overpay, you cannot reverse it as their help support is all AI and their request forms are only answered far too late to do anything. deliberately removing functionality that used to exist to exploit customer mistakes is a vile business practice
hardly ever loads
no transaction alert, I thought after the scam scandal with Coles, Latitude is more cautious about the fraudulent behaviours yet the app does not push any notifications for transactions. Meaning someone could be using your card to shop online and you won't find out until you manually check the app transactions. Guess what, I just found two fraudulent transactions, I could've disputed them earlier if there was an alert telling me about those transactions.
Latitude is full of hidden fees: Paper statement fee: 11$. Making a BPAY payment: 2$. After Latitude rejects my timely payment for a statement, they then have the audacity to charge me a late fee: 45$. Another fee for paying off the late payment: 2$. I'm literally paying back money but Latitude declines the payment, and then charge a late fee, and then a fee for paying the late fee. There is no grace in this credit agency's conduct to their customers. Rubbish.
rubbish app, have to uninstall and reinstall to keep using it. won't login on general access attempts.
i have 2 accounts go and infinity they have been joined about 5 times it might work the first time then it only goes to infinity not go. i am so sick of this, can you get someone who knows what they are doing please
latest update removed my card, when I try to re add it it says it's already linked to another email. wife's app is the same, fix this asap
App is faulty. Will not allow for log in
what's the point of this app if I can pay directly to it?
Awful app, awful company, degraded 28 Degrees card with monthly fees, delayed postings of payments to balances taking on average 5 days, and BPay payments. cancelled the card, like the tsunami of other customers who did the same.
Having serious difficulty signing into app - it used to be great - now just circles around & freezes - so frustrating
Terrible app. Since they updated it this has been horrible
Completely un-usable, have uninstalled and reinstalled and it still freezes and crashes. Please fix asap
Latitude finance declined my loan, pretended to have phone issues and then would not let me speak to a manager to figure out the reason. It has taken over a week and they still haven't obtained my current address but will not advise off any issues. I do not believe they even updated the application originally.
App is no longer usable. Have contacted customer service (terrible call centre, with extremely loud background noise) who have escalated to IT despite claiming there is no issue. Will update this edit if a fix comes.
Be careful using this mob. Fully robot run, monthly fees even when no purchases completed and difficult to close the account. Zero customer service unless spending money. Better off with a credit card.
nothing works
Inefficient customer support services. Reaching out to customer care will take 30 min, no matter what time of the day you call. The handling fee is too much.
had to change my password because apparently I needed to login again but it didn't work. then tried to get verification number through email and as soon as you leave the screen it goes back to login.... please fix it!
+ 8 more in the clipboard copy
Sentiment summary
80%
Positive (4-5★)
4%
Neutral (3★)
16%
Negative (1-2★)