Manage Latitude

How to cancel latitude and close your account in singapore

Understanding latitude and why you might cancel

Latitude is a financial services provider that offers credit products and payment solutions across multiple markets. In Singapore, Latitude previously operated LatitudePay, a buy-now-pay-later (BNPL) service that allowed you to split purchases into manageable instalments. The company also manages personal loans, motor loans, and credit accounts through its web and mobile app platform.

You might be considering cancellation for several reasons: the LatitudePay service is no longer available in Singapore as of April 2024, you want to close an inactive credit account, or you prefer to consolidate your financial services elsewhere. Whatever your reason, Stopee is here to guide you through the process step-by-step so you can close your account with confidence.

The current status of latitude in singapore

As of April 19, 2024, Latitude discontinued its LatitudePay BNPL service in Singapore and Malaysia. This means if you held a LatitudePay account, the service is already deactivated on Latitude's end. However, if you maintain a separate Latitude credit account, loan account, or business account, you may still need to formally close it to prevent future billing or administrative complications.

What latitude services remain active

Latitude continues to service existing personal loans, motor loans, and general credit accounts in Singapore through its mobile app and web portal. If you have any of these active products, you'll need to follow the account closure process outlined in this guide. Stopee recommends reviewing your account statement before initiating cancellation so you understand your exact obligations.

Your consumer rights when cancelling with latitude

Singapore's Consumer Protection (Fair Trading) Act protects you when dealing with financial service providers like Latitude.

Consumer protection (Fair trading) act protections

Under the Consumer Protection (Fair Trading) Act, you have the right to cancel certain consumer transactions within a cooling-off period if specific conditions are met. For buy-now-pay-later arrangements, merchants must provide clear disclosure about terms and conditions. If Latitude or its merchants fail to disclose key terms-such as interest charges, fees, or instalment amounts-you may have grounds to request a refund or cancellation without penalty.

Additionally, you have the right to dispute unauthorized charges and request investigation by the Consumers Association of Singapore (CASE) if Latitude does not resolve your complaint within a reasonable timeframe. Stopee advises keeping all correspondence and transaction records as evidence if you need to escalate a dispute.

When you can claim a refund

You are entitled to a refund if a merchant cancels an order that was partially or fully paid via LatitudePay, provided the merchant approves the cancellation. Any remaining instalments linked to that purchase are cancelled automatically, and refunds are typically processed within 14 business days to your registered card.

For personal loan overpayments or payments made to suspended accounts, you can request a refund via a formal refund request form. Processing takes up to 5 business days, plus 1 to 3 additional business days for funds to appear in your account.

Methods to cancel latitude

Latitude offers multiple cancellation pathways depending on which product you hold and your preferred contact method.

Self-service cancellation via the mobile app or website

The fastest route is to cancel directly through Latitude's platform. Open the Latitude mobile app (available on iOS and Android) or log in to the Latitude website using your credentials. Navigate to account settings or menu options-most accounts have a "Close account request" or "Account closure" option. This method avoids phone queues and gives you an immediate confirmation record.

Phone cancellation with customer support

If the app option is unavailable or fails, you can call Latitude's customer support team directly. Contact details are available on your account statement or the official Latitude Singapore website. Have your account number, personal identification, and recent statement ready before you call. Stopee recommends calling during business hours to minimize wait times.

Email or written cancellation request

For a formal paper trail, you can submit a written cancellation request via email to Latitude's customer service department or via post to their Singapore office. Email is faster and creates an automatic timestamp record, but written post provides legally stronger evidence in disputes. Either way, keep a copy of your request and any confirmation.

Step-by-step process to cancel your latitude account

Follow these sequential steps to close your account safely and prevent future charges.

Cancellation via mobile app or website

1. Log in to your Latitude mobile app or navigate to www.latitude.com.au (or your regional login page).
   • Use your registered email address and password.
   • If you've forgotten your password, use the "Forgot password" link to reset it.
2. Review your current account balance and any outstanding payments.
   • Open the "Account" or "Dashboard" section.
   • Check for any pending transactions, instalments due, or suspended balances.
   • Note the total amount you owe (if any).
3. Pay any outstanding balance to bring your account to zero.
   • Use the "Make a payment" or "Pay now" option.
   • Choose your preferred payment method (bank transfer, debit card, or credit card).
   • Confirm payment and retain the receipt.
   • Warning: Do not submit a closure request until your balance is zero; Latitude will typically reject or delay account closure requests on accounts with outstanding debt.
4. Locate the account closure option in the app or website menu.
   • Look for "Close account," "Account closure," "Cancel account," or "Manage account" sections.
   • If you cannot find it, scroll to the bottom of the settings menu or contact support.
5. Submit your closure request and note the confirmation reference number.
   • Confirm all details are correct (name, account number, email).
   • Review any final terms or warnings about account deletion.
   • Click "Submit closure request" or similar.
   • Take a screenshot of the confirmation page and note the reference number and timestamp.
6. Expect closure within 5 to 10 business days.
   • Latitude will send an email confirmation once the account is fully closed.
   • Save this email as proof of cancellation.
   • Check your next statement or log in again to verify the account no longer shows active services.

Cancellation by phone

1. Call Latitude customer support on the number listed on your account statement or official website.
   • Have your account number, full name, and registered email ready.
   • Call during business hours (typically 8am to 6pm, Monday to Friday, Singapore time).
2. Confirm your identity by providing personal details or answering security questions.
   • Be prepared to provide your full name, date of birth, account number, and last four digits of your registered card.
3. Confirm your account balance is zero before requesting closure.
   • Ask the representative to confirm the current balance.
   • If a balance remains, ask for payment instructions and hang up to pay via app or online banking.
   • Call back once payment is confirmed.
4. Request account closure explicitly.
   • Say: "I would like to close my Latitude account permanently."
   • Ask the representative to confirm the closure request in writing via email.
5. Note the name and reference number of the support agent.
   • Ask: "What is your name and the reference number for this closure request?"
   • Note the date, time, and agent name for your records.
6. Wait for email confirmation of account closure within 5 to 10 business days.
   • If you do not receive an email, follow up with a second call or email to escalate.

Cancellation by email or post

1. Draft a clear cancellation email or letter.
   • Subject line: "Request to close Latitude account - [Your Account Number]"
   • Include: Your full name, account number, email address, phone number, and date of birth.
   • State: "I request permanent closure of my Latitude account effective immediately."
   • Confirm: "My account balance is zero and I authorize closure."
2. Send the email to Latitude's customer service department.
   • Find the email address on the Latitude website or your account statement.
   • Use "Send and Archive" or "Track email" if your email client supports it, so you have a timestamp.
   • Alternatively, post the letter to Latitude's Singapore office address (see "Contact and escalation" section below).
3. Retain a copy of your sent email or signed postal receipt.
   • Screenshot the sent email or save a copy in your files.
   • If posting, request a postal receipt from the post office.
4. Wait for written confirmation of closure within 10 to 15 business days.
   • Contact support if you do not receive confirmation within this timeframe.

What happens after you cancel

Cancellation is not instantaneous; Latitude requires time to process your request and deactivate your account.

Timeline and access after cancellation

Once you submit a valid closure request with a zero balance, Latitude typically processes the closure within 5 to 10 business days. During this period, your account may remain visible in the app but marked as "pending closure" or "inactive." You will lose access to features like payment submission and balance review within 24 to 48 hours, but the account will remain visible for a short period to allow you to retrieve statements if needed.

Pro tip: Download or screenshot your final statement and all transaction history before submitting the closure request. Once the account is deleted, retrieving old statements becomes significantly more difficult.

Ongoing billing and subscriptions

Any recurring payments, subscriptions, or automatic instalments tied to your Latitude account will stop immediately upon closure. However, Stopee recommends verifying your final account statement (usually available 10 to 15 days after closure) to ensure no residual fees or surprise charges appear. If unexpected charges do occur after closure, you have grounds to dispute them as unauthorized transactions.

Data retention and privacy

Latitude will retain your personal and financial data for a limited period after closure for regulatory and tax purposes (typically 7 years). You can request deletion of non-essential data by contacting the Data Protection Officer via email. Your legal rights under Singapore's Personal Data Protection Act (PDPA) entitle you to request access, correction, and deletion of your personal data where Latitude has no legal obligation to retain it.

Refund eligibility and timelines

Refunds depend on the type of product you held and the reason for cancellation.

Buy-now-pay-later (LatitudePay) refunds

If you made a purchase via LatitudePay and the merchant cancels the order, Latitude will automatically cancel any remaining instalments and refund all payments already made to your registered card. This refund typically arrives within 14 business days. Since LatitudePay is no longer available in Singapore, this scenario only applies to historical transactions made before April 2024.

Loan and overpayment refunds

If you overpaid a personal loan or motor loan instalment, or if you accidentally paid into a suspended account, you can request a refund by completing Latitude's refund request form. Latitude processes these refunds within 5 business days, plus 1 to 3 additional business days for the funds to appear in your bank account. In total, expect 6 to 8 business days from submission to receipt.

No automatic cooling-off period

Latitude's terms do not include a broad 14-day cooling-off right for account closure or loan cancellation. This means once you have committed to a loan or instalment plan, you cannot unwind it without penalty unless the merchant or Latitude agrees. However, if you discover Latitude failed to disclose material terms (such as hidden fees or interest charges), you may invoke your Consumer Protection (Fair Trading) Act rights to request cancellation and refund. Stopee advises documenting any communication gaps or misleading disclosure as evidence.

Pricing plans and account types

Latitude offers various credit products with different fee structures; understanding your account type helps you anticipate closure costs.

Common latitude account types in singapore

Common mistakes to avoid when cancelling

Cancellation mishaps can delay closure or leave you exposed to surprise charges; here's how to protect yourself.

Mistake 1: submitting a closure request with an outstanding balance

Latitude will reject or delay your closure request if your account balance is not zero. Always pay off the full balance first, wait for the payment to clear (24 to 48 hours), and then submit your closure request. If you are unsure of the exact balance, call customer support to confirm the amount before paying.

Mistake 2: not retaining proof of cancellation

Screenshots, reference numbers, and email confirmations are your only evidence that you initiated closure. If Latitude later claims you never cancelled and charges you a fee, you'll need this proof to dispute it. Stopee strongly recommends taking screenshots of your closure confirmation page and saving all emails from Latitude.

Mistake 3: assuming the account is closed immediately

Your account is not closed the moment you click "submit." Processing takes 5 to 10 business days. If you see continued billing or charges during this period, contact support immediately to confirm the closure is still in progress. Do not assume the process has failed unless Latitude explicitly rejects your request.

Mistake 4: forgetting to download statements before closure

Once your account is closed, retrieving old statements becomes difficult or impossible. Download your final statement, all transaction records, and proof of any refunds before submitting your closure request. You may need these for tax, dispute, or insurance purposes.

Mistake 5: closing the account without cancelling linked merchants or subscriptions

If you set up automatic payments or linked your Latitude card to merchant subscriptions (e.g., streaming services, insurance renewals), those merchants may attempt to rebill your old Latitude card after closure. Before closing, review your transaction history, identify recurring merchants, and cancel those subscriptions directly with each merchant.

After cancellation: your checklist and next steps

Cancellation is not quite the end; follow this checklist to ensure a clean break and protect yourself from future charges.

Post-cancellation verification checklist

• Week 1: Retain your closure confirmation email and reference number in a safe folder (digital and printed).
• Week 2: Log in to the Latitude app or website to verify the account is marked as "closed" or "inactive."
• Weeks 3-4: Review your bank statement and credit card to ensure no unexpected charges from Latitude appear.
• Month 2: Request a final account statement from Latitude to confirm zero balance and no residual fees.
• Month 3+: Monitor your credit report via the Credit Bureau Singapore (CBS) to ensure the account is reported as closed (not delinquent) and no false charges are attributed to you.
• Ongoing: If you see unexpected Latitude charges after closure, dispute them immediately with your bank and escalate to Stopee or CASE (Consumers Association of Singapore) if Latitude does not respond within 14 days.

If latitude refuses to close your account

Latitude may refuse closure if your account is flagged for dispute, fraud investigation, or outstanding debt. Request a written explanation of why closure is being denied. If the reason is a disputed charge, ask for details and respond to the dispute claim. If the reason is outstanding debt, negotiate a payment plan with support.

If Latitude continues to refuse closure without valid reason, escalate to the Consumers Association of Singapore (CASE) or the Monetary Authority of Singapore (MAS). Both agencies can investigate non-compliance with consumer rights and pressure Latitude to resolve the issue.

Contact and escalation information

Reaching Latitude's official cancellation team ensures your request is processed by the right department.

Latitude singapore office and contact details

The primary and verified address for Latitude customer service and cancellation requests is:

Latitude Brokers Pte. Ltd.
Singapore Office
(Exact street address available on official Latitude website or your account statement)

General enquiries and cancellation support: Contact details are listed on the Latitude website or your account statement. Use the phone number or email address specific to your account type (personal loan, credit account, or business account).

Pro tip: Always use contact details from the official Latitude website or your account statement, never from third-party sites, to avoid phishing scams.

Escalation path if latitude does not respond

1. First contact: Call or email Latitude customer support and request a specific response date (e.g., "Please confirm receipt of my cancellation request within 3 business days").
2. No response within 5 business days: Send a follow-up email with "ESCALATION REQUEST" in the subject line. Reference your original request and the date you submitted it.
3. Still no response after 10 business days: File a complaint with the Consumers Association of Singapore (CASE) at www.case.org.sg or call 6100 0820. CASE can mediate disputes for free.
4. If CASE mediation fails: Lodge a complaint with the Monetary Authority of Singapore (MAS) Financial Services Dispute Resolution Office (FDO). MAS can investigate non-compliance with financial services regulations.

Summary: your cancellation checklist for latitude

Use this final table as a quick reference to ensure you've completed every step.

Your empowerment starts here

Cancelling your Latitude account is a straightforward process when you follow these steps and avoid common pitfalls. You have clear rights under Singapore's Consumer Protection (Fair Trading) Act, and Latitude is obligated to process your closure request within a reasonable timeframe once your balance is zero. Keep documentation of every step, respond promptly to any Latitude communications, and escalate to CASE or MAS if Latitude does not cooperate.

Stopee has helped thousands of consumers cancel complex financial accounts and resolve billing disputes with confidence. Whether you're closing LatitudePay, a personal loan, or a credit account, you now have a clear roadmap to protect your rights and finalize your cancellation. Stopee is your trusted guide every step of the way-bookmark this page, share it with others, and reach out if you encounter obstacles during the closure process. Your financial independence starts with taking control of your cancellations.