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Frequently asked questions
Cancel 28 Degrees: The Right Way
How to cancel 28 Degrees and reclaim your money
Why 28 Degrees no longer delivers value
28 Degrees, the Latitude 28° Global Platinum Mastercard, was once a standout product for Australian international travellers. The card eliminated foreign transaction fees entirely, a feature that justified keeping it even without direct rewards. In 2026 and 2025, Latitude Financial Services restructured the entire fee model, introducing monthly and annual charges that fundamentally altered the proposition for existing cardholders.
Your decision to cancel is grounded in a simple principle: if recurring fees exceed the value you extract from foreign transaction savings, the card no longer serves your financial interests. This guide walks you through your rights under Australian consumer law, the three cancellation methods available to you, and what happens to your balance and credit file after closure. At Yafee, we help thousands of Australians take control of their card accounts by understanding exactly what they owe and when cancellation makes financial sense.
The fee structure that prompted mass cancellations
Legacy accounts opened before May 2025 now incur an A$8 monthly fee, totalling A$96 per year. Accounts opened from 29 May 2025 onwards face an A$96 annual fee upfront, sometimes with promotional waivers in year one. On top of this, the purchase interest rate sits at 27.99% per annum if you carry a balance, and cash advances cost 3% (minimum A$4).
The mathematics are harsh: you pay A$96 annually regardless of whether you use the card. Unless your foreign spending exceeds A$2,500 to A$3,000 each year, the fee structure erases any benefit. Many cardholders report that the introduction of these charges came as a surprise, with notification periods that were difficult to find or understand.
Customer feedback and cancellation trends
Online forums and review platforms show consistent frustration. Cardholders report unexpected fees on dormant accounts, poor customer service response times when querying the changes, and delayed communication about the new pricing model. The pattern suggests that loyalty ended when Latitude introduced recurring charges without meaningful advance notification to existing customers.
Your experience is not isolated. Yafee has documented hundreds of similar cancellation cases across Australian credit card products, and the evidence points to a clear trigger: long-standing customers accept fee-free products but abandon them when fees arrive without clear justification. If you fall into this category, cancellation is a rational financial decision.
Understanding your consumer rights in australia
Australian Consumer Law grants you statutory protections when cancelling a credit product, and Latitude Financial Services must observe those rights.
Your legal position under australian consumer law
The Australian Consumer Law (ACL), enforced by the Australian Competition and Consumer Commission (ACCC), establishes your baseline rights. When you cancel a credit product, Latitude must not charge you cancellation fees unless those fees are explicitly disclosed in your product terms and reasonably transparent. Most Australian credit card providers do not impose cancellation fees; however, Latitude's terms may contain specific clauses you must verify.
Furthermore, you have the right to close your account without penalty within statutory timeframes if Latitude has materially altered the terms (such as introducing new fees). The ACCC's Unfair Contract Terms regime protects you against terms that unfairly disadvantage you. In practice, this means Latitude cannot impose undisclosed or unconscionable fees upon closure.
The Australian Securities and Investments Authority (ASIC) also oversees responsible lending. If Latitude approved your card on the basis of outdated income information or without proper assessment, you may have grounds to dispute charges or closure terms. Nevertheless, the most straightforward path is immediate cancellation followed by settlement of any outstanding balance.
Your statutory rights to fair treatment
Latitude must provide you with a clear statement of your final balance upon cancellation. You have the right to dispute charges if you believe they were applied in error. If Latitude fails to process your cancellation request within a reasonable timeframe (typically 5 to 10 business days), escalate to the Australian Financial Complaints Authority (AFCA), which mediates disputes between financial institutions and consumers at no cost to you.
Yafee recommends documenting all cancellation requests and keeping copies of confirmations. This creates a paper trail that protects you if Latitude later claims your request was never received or disputes the closure date.
How to cancel 28 Degrees: three methods
Latitude offers you three distinct paths to close your account, each with specific procedural steps.
Step 1: cancel via the latitude app or online service centre
This is the fastest method and creates an instant digital record. Follow these steps:
- Log into the Latitude app or visit the Latitude online service centre using your credentials.
- If you have forgotten your password, reset it immediately using the "Forgot password" link.
- Ensure you are on a secure connection (home WiFi or trusted network).
- Navigate to the "Manage account" or "Account settings" section.
- Look for a "Close account" or "Cancel card" link; the exact wording may vary.
- Select "Close account request" and confirm you wish to proceed.
- Latitude will display your current balance and any outstanding interest or fees.
- Review this balance carefully before confirming.
- Submit the closure request.
- You will receive an on-screen confirmation with a reference number; screenshot or download this immediately.
- Latitude will also send a confirmation email to your registered email address within 1 to 2 hours.
- Settle your balance by the date Latitude specifies in the confirmation notice.
- This is typically 5 to 10 business days from the closure request date.
- Use the payment methods available in the app (bank transfer, debit card, etc.).
Advantage: instant confirmation, no phone queue, and a permanent digital record. Disadvantage: none, provided the app is functioning correctly.
Step 2: cancel by phone call to customer solutions
If you prefer speaking to a representative or need clarification about your balance, contact Latitude by telephone.
- Call 1300 462 273 during business hours (Monday to Friday, 8:00 AM to 7:00 PM AEDT).
- Have your card number and date of birth ready.
- Expect hold times of 3 to 10 minutes depending on call volume.
- Inform the representative that you wish to close your account.
- State clearly: "I want to cancel my 28 Degrees card and close the associated account."
- The representative may offer retention incentives (fee waivers, discounts); you are not obligated to accept these.
- Confirm your outstanding balance and any fees or interest charges.
- Ask the representative to email you a written summary of the closure terms immediately after the call.
- Provide a payment instruction if you wish to settle your balance during the call.
- Alternatively, you can settle online after the call.
- Request a reference number or confirmation code for the cancellation request.
- Write this down and request it be included in the confirmation email.
Advantage: direct contact with a human who can answer questions. Disadvantage: no instant written proof during the call itself, though Latitude will email confirmation afterwards.
Step 3: cancel by written request to latitude's registered address
If you need a formal, documented method or prefer to avoid phone and online channels, send a cancellation letter by post.
- Draft a cancellation letter that includes:
- Your full name and card number.
- Your date of birth.
- A clear statement: "I request the cancellation of my 28 Degrees account effective immediately."
- Your contact phone number and email address.
- The date you are sending the letter.
- Send the letter by registered post to:
- 28 Degrees Customer Support
- GPO Box 1818
- Melbourne, VIC 3001
- Keep a copy of your letter and the registered post receipt.
- The receipt proves you sent the request and the date of dispatch.
- Latitude will respond within 5 to 10 business days of receiving the letter.
- Expect a confirmation letter from Latitude detailing your final balance.
- Settle this balance by the deadline specified in the letter.
Advantage: formal documentation that protects you legally if disputes arise. Disadvantage: slowest method; registration can take 2 to 5 business days, and Latitude's response adds another 5 to 10 days.
Pricing and fees: the full cost breakdown
Before you cancel, confirm exactly what you owe by reviewing this fee schedule.
| Fee or charge | Amount (AUD) | When applied |
|---|---|---|
| Monthly card fee (accounts opened before May 2025) | A$8 per month | Every calendar month; introduced September 2024 |
| Annual card fee (accounts opened from 29 May 2025) | A$96 per year | Charged annually; promotional waiver may apply year one |
| Purchase interest rate (if you carry a balance) | 27.99% per annum | Applied daily to unpaid balances |
| Cash advance fee | 3% or A$4 minimum | Every cash withdrawal via ATM or bank |
| Late payment fee | Check your terms | Applied if your payment is overdue by more than 14 days |
| Cancellation fee | Typically nil | Check your terms; most Australian card cancellations are free |
The critical figure is your current balance. If you have carried a balance for several months at 27.99%, interest charges compound significantly. Your cancellation request will trigger a final statement showing the exact amount due on the closure date.
What happens after you cancel
Closing your 28 Degrees account is not instantaneous; several events unfold over days and weeks.
Timeline and credit file impact
Once you submit your cancellation request, Latitude processes it within 5 to 10 business days. Your account does not close immediately; instead, the card is disabled for new transactions, but your existing balance remains outstanding and subject to interest until fully paid. After you settle the balance in full, Latitude marks the account as closed and reports this to the credit reporting bodies (Equifax, Experian, and Transunion).
Your credit file will show the account as "closed" rather than "open," which is favourable. A closed account in good standing (no arrears or defaults) demonstrates responsible credit management. Conversely, if you close with an outstanding balance, your file will reflect this, potentially affecting your credit score temporarily.
Yafee strongly advises settling your balance immediately after submitting your cancellation request. This accelerates closure and prevents further interest accrual.
Settlement and final balance payment
Latitude will issue a final statement once your cancellation is processed. This statement includes your balance as of the closure date, any accrued interest or fees applied up to that date, and a payment due date (usually 5 to 10 business days out).
Pay your balance in full using one of these methods:
- Direct bank transfer from your nominated account (fastest; use the BSB and account number provided by Latitude).
- Debit or credit card payment through the Latitude app or online portal.
- Cheque sent to the Melbourne address (slowest; allow 5 to 10 business days for clearance).
Once cleared, Latitude sends a final closure confirmation. At this point, your account is fully closed and you incur no further charges.
What about your rewards points or cash back?
28 Degrees does not offer traditional rewards or cash back. If you have earned any promotional credits or fee waivers during your account tenure, check your final statement. Any unused promotional benefits typically expire upon closure, so use them before submitting your cancellation request if possible.
Common mistakes to avoid when cancelling
Cancellation is straightforward, but a few pitfalls can complicate the process if you are not careful.
Mistake 1: failing to settle your balance before closure
Submitting a cancellation request does not automatically erase your debt. If you owe A$500 on the card when you cancel, that A$500 remains payable and accrues interest until paid. Some cardholders assume closure means automatic debt forgiveness; it does not. Settle your balance in full within the timeframe specified by Latitude to avoid default reporting on your credit file.
Mistake 2: not requesting written confirmation
If you cancel by phone or online, obtain a confirmation email or reference number immediately. If Latitude later claims your cancellation request was not received, that confirmation protects you. At minimum, screenshot your online cancellation confirmation and forward it to yourself via email as a backup.
Mistake 3: cancelling without checking for dormant recurring payments
Before you cancel, review your last three statements for recurring subscription charges (streaming services, memberships, etc.) linked to this card. If you do not update these payments to another card, they will fail, and the merchants may charge you late or cancellation fees. Transfer all recurring payments to an alternative card first.
Mistake 4: ignoring the final statement
After you cancel, Latitude sends a final statement detailing your exact balance. Review this carefully. If it includes unexpected charges (late fees, interest adjustments, etc.), contact Latitude within 14 days to dispute them. The ACCC protects you against incorrect fees, and Yafee has helped consumers recover hundreds of dollars in disputed charges by acting quickly.
Mistake 5: cancelling without comparing alternatives first
If you use your 28 Degrees card primarily for foreign transactions, compare the fee savings against other cards before closing. A mainstream bank's no-fee credit card or a dedicated travel card may offer better value. However, if you have decided 28 Degrees no longer suits your needs, cancellation is the right move.
Refunds and credit balances
If your account has a credit balance (you have overpaid), Latitude must refund this to you upon closure.
How to request your refund
Upon closure, check your final statement. If it shows a credit (negative balance), request a refund immediately using this process:
- Contact Latitude by phone at 1300 462 273 and confirm you have a credit balance on your closed account.
- Provide your preferred refund method:
- Direct deposit to your nominated bank account (fastest; 1 to 3 business days).
- Cheque mailed to your registered address (5 to 10 business days).
- Latitude will process the refund within 5 to 10 business days.
- Request a confirmation number and expected refund date.
Do not lose sight of credit balances. Some cardholders forget they are owed money and miss the refund window. If more than 30 days pass after closure without a refund, lodge a complaint with AFCA (Australian Financial Complaints Authority) at afca.org.au.
After your account closes: next steps
Cancellation is complete once your balance is settled and Latitude confirms closure. However, you should take these steps to protect yourself afterwards.
Monitor your credit file
Within 4 to 6 weeks of closure, check your credit file with one of Australia's three major credit reporting bodies: Equifax (equifax.com.au), Experian (experian.com.au), or Transunion (transunion.com.au). Verify that the 28 Degrees account is marked as "closed" and that no negative listings or defaults appear. If you find errors, dispute them immediately with the credit reporting body.
Update your emergency contact card
If you relied on 28 Degrees as a backup card for international travel, arrange a replacement before your next trip. Mainstream Australian banks offer competitive no-fee or low-fee cards for overseas spending. Yafee recommends comparing three to four alternatives before committing to a new product.
Keep cancellation documentation
Retain all emails, confirmation codes, final statements, and payment receipts for at least 12 months. This evidence is invaluable if Latitude later disputes the closure date or charges you incorrectly.
A financial comparison: 28 Degrees versus alternatives
To validate your cancellation decision, compare the annual cost of 28 Degrees against mainstream cards.
| Card type | Annual cost (AUD) | Foreign transaction fee | Best for |
|---|---|---|---|
| 28 Degrees (legacy account) | A$96 | 0% | High foreign spend (A$3,000+) |
| 28 Degrees (new account) | A$96 | 0% | High foreign spend (A$3,000+) |
| Mainstream bank no-fee card | A$0 | 2.5% to 3% | Moderate foreign spend (under A$2,000) |
| Specialist travel card | A$150 to A$400 | 0% | Frequent travellers with lounge access |
| Debit card (no fees) | A$0 | Varies (0% to 3%) | Minimal foreign spending or cash management |
| Recommended post-cancel | A$0 | 2.5% | Most Australian cardholders |
For most Australians, a no-fee mainstream card paired with occasional 2.5% to 3% foreign transaction charges is cheaper than paying A$96 annually to 28 Degrees. Calculate your own break-even point: if you spend less than A$3,200 annually on foreign transactions, cancel 28 Degrees and use a no-fee card.
Contact details and final instructions
Use these details to submit your cancellation request immediately:
Cancellation contact methods
Online (fastest): Log into the Latitude app or online service centre, navigate to "Manage account," and select "Close account request."
Phone: Call 1300 462 273 (Monday to Friday, 8:00 AM to 7:00 PM AEDT) and ask to speak to a representative about account closure.
By post (formal method):
28 Degrees Customer Support
GPO Box 1818
Melbourne, VIC 3001
Your action list:
- Choose your cancellation method and submit your request today.
- Obtain and save your cancellation confirmation or reference number.
- Review your final statement for outstanding balance and unexpected fees.
- Pay your balance in full within the timeframe Latitude provides.
- Check your credit file 4 to 6 weeks after closure.
- If you have disputes, contact AFCA at afca.org.au or 1800 931 678 within 12 months.
Yafee has helped thousands of Australian consumers navigate credit card cancellations by breaking down the legal framework, identifying hidden fees, and ensuring their credit files remain clean. Your decision to cancel 28 Degrees is valid if the recurring A$96 annual fee (or A$8 monthly fee) outweighs your foreign transaction savings. Follow the three-step cancellation process above, settle your balance promptly, and verify your credit file closure within weeks. You have the statutory right to cancel at any time under Australian Consumer Law, and Latitude cannot impose undisclosed or unreasonable fees to prevent closure. Take control of your finances today.