Cancel Latitude: Step-by-Step Guide

How to cancel Latitude and close your account in singapore

Understanding Latitude and why you might cancel

Latitude is a financial services provider operating across Asia-Pacific that offers buy-now-pay-later (BNPL), personal loans, motor loans, and credit accounts. In Singapore, Latitude previously operated LatitudePay, which let you split purchases into interest-free instalments. As of April 19, 2024, Latitude discontinued LatitudePay in Singapore and Malaysia, but the company continues to manage existing personal loans, motor loans, and general credit accounts through its mobile app and web platform.

You might want to cancel your Latitude account for several legitimate reasons: the LatitudePay service is no longer available, you have an inactive credit account you no longer need, you want to consolidate your financial services elsewhere, or you have unresolved billing disputes. Whatever your situation, Tocancel is here to walk you through the cancellation process step-by-step so you close your account with confidence and protect your consumer rights.

The current status of Latitude in singapore

LatitudePay ceased operations in Singapore on April 19, 2024, meaning the BNPL service is no longer available to new or existing users. If you held a LatitudePay account, it has already been deactivated on Latitude's end, though you should still formally close it to eliminate any outstanding administrative ties. If you have a separate Latitude personal loan, motor loan, or credit account that remains active, you will need to follow the full account closure process to prevent future charges and complications.

What Latitude services remain active

Latitude continues to service active personal loans, motor loans, and credit products in Singapore through its app and web portal. Before you initiate cancellation, review your account statement to confirm which products you hold and your exact financial obligations. This transparency allows you to close your account cleanly and understand any final payments or refunds owed to you.

Your consumer rights when cancelling with Latitude

Singapore's Consumer Protection (Fair Trading) Act is your legal shield when dealing with financial service providers like Latitude.

Consumer protection (Fair trading) act protections

Under Singapore's 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 BNPL arrangements, the merchant must provide clear disclosure about all terms and conditions, including interest charges, fees, and instalment amounts. If Latitude or its merchants failed to disclose key terms before you committed to a purchase, you have grounds to request a refund or cancellation without penalty.

Your legal position: you are protected from unfair contract terms, and you can dispute unauthorized charges. If Latitude does not resolve your complaint within a reasonable timeframe (typically 14 days), you can escalate to the Consumers Association of Singapore (CASE), which investigates on your behalf at no cost. Tocancel advises you to keep all correspondence, transaction records, and statements 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 you partially or fully paid via LatitudePay, provided the merchant approves the cancellation. Any remaining instalments linked to that purchase are cancelled automatically, and Latitude typically processes refunds within 14 business days to your registered card.

For personal loan overpayments, early repayment refunds, or payments made to a suspended account, you can request a refund by submitting a formal refund request form to Latitude's customer service team. Processing takes up to 5 business days, plus 1 to 3 additional business days for funds to appear in your account. Tocancel recommends requesting written confirmation of your refund request so you have proof if you need to follow up.

Methods to cancel Latitude

You have multiple pathways to cancel your Latitude account depending on which product you hold and your preferred contact method.

Self-service cancellation via the mobile app or website

The fastest option 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 registered email and password. Navigate to your account settings or menu, where you should find an "Account settings" or "Close account" option. Follow the on-screen prompts to confirm your identity and request closure. This method typically completes within 1 to 3 business days, and Latitude will send you a confirmation email once processed.

Email cancellation

If you prefer a written record of your cancellation request, send a formal email to Latitude's customer service team at their Singapore office. Include your full name, account number, registered email, and a clear statement that you request account closure. Request written confirmation of receipt and closure. This method creates an audit trail, which is valuable if disputes arise later.

Phone or in-person cancellation

You can call Latitude's customer service line or visit their Singapore office in person to request closure. Have your account number and identification ready. Ask for the name and reference number of the staff member you speak with, and request written confirmation of your cancellation request via email or post. This ensures you have evidence of your request.

Step-by-step guide to cancelling your Latitude account

Follow this clear sequence to close your account smoothly and avoid common pitfalls.

1. Review your account balance and statements
   • Log in to your Latitude account and note any outstanding balance, pending instalments, or disputed charges
   • Download or screenshot your account statements for your records
   • If you have an outstanding balance, arrange payment before or during cancellation
2. Identify all active Latitude products
   • Confirm whether you hold a personal loan, motor loan, credit account, or closed LatitudePay account
   • Note the account numbers for each product
3. Choose your cancellation method
   • Self-service via app or website is fastest (1 to 3 business days)
   • Email provides a written record and is recommended if you have disputes
   • Phone or in-person are options if you need immediate clarification
4. Submit your cancellation request
   • If using the app or website, navigate to account settings and follow the prompts to the final confirmation screen
   • If using email, address it to Latitude's Singapore customer service email and clearly state your intent to close all accounts
   • If using phone or in-person, ask for the staff member's name and request written confirmation
5. Confirm receipt and monitor for completion
   • Check your email for a confirmation message from Latitude within 24 to 48 hours
   • Log back into your account after 3 to 5 business days to verify the account is closed
   • If you do not receive confirmation within 5 business days, follow up with customer service
6. Obtain and preserve written confirmation
   • Request a formal closure letter or confirmation email from Latitude
   • Save this document for your records in case you need to dispute any future charges

Timeline and what to expect after cancellation

Understanding the cancellation timeline helps you plan your finances and avoid unexpected charges.

Cancellation processing times

Self-service cancellation via the Latitude app or website typically completes within 1 to 3 business days. Email-based cancellations may take 3 to 5 business days depending on customer service workload. Phone and in-person requests are usually processed immediately, but the backend system may take 1 to 3 business days to reflect the closure in your account. Tocancel recommends allowing 5 to 7 business days total before assuming your account is closed.

What happens to your outstanding balance

If you have an outstanding balance when you request cancellation, you must settle it before closure is finalized. You can make a lump-sum payment via the app, website, or bank transfer. Some outstanding balances may prevent immediate closure; Latitude may require you to schedule a payment plan. If you disagree with a charge, you can dispute it before closing the account; this does not delay the closure request but may affect your final settlement amount.

Refunds and final payments

If Latitude owes you a refund (for example, from an overpayment or a merchant-cancelled purchase), you can request this at the time of cancellation or separately. Refunds are typically processed within 5 to 14 business days. You will receive the refund to your original payment method (usually your registered debit or credit card). Tocancel advises checking your bank account 14 to 21 days after cancellation to confirm the refund has arrived.

Refund policy and what you need to know

Latitude's refund policy is governed by Singapore's Consumer Protection (Fair Trading) Act and the company's terms of service.

Merchant-approved cancellations

If a merchant cancels an order you paid for via LatitudePay (either partially or fully), Latitude automatically cancels any remaining instalments and refunds the amount to your registered card within 14 business days. You do not need to take action; the refund is automatic. Check your bank statement to confirm the refund arrived.

Personal loan and credit account refunds

If you have paid more than you owe on a personal loan or credit account, you can request a refund of the overpayment. Submit a formal refund request via email or through the app, including your account number and the amount you believe you are owed. Latitude will investigate and process the refund within 5 to 10 business days. The refund will be sent to your registered payment method.

Disputed charges and refund appeals

If you believe a charge is incorrect or unauthorized, you can dispute it before or after cancellation. Submit a dispute form to Latitude's customer service team with supporting evidence (transaction receipts, correspondence with the merchant, proof of payment, etc.). Latitude investigates within 14 business days and will refund the disputed amount if your claim is upheld. If Latitude rejects your dispute and you disagree, you can escalate to the Consumers Association of Singapore (CASE) for free mediation.

Common cancellation mistakes to avoid

Closing an account involves financial details and legal timelines; one misstep can delay your closure or leave you liable for unexpected charges.

Failing to settle outstanding balances first

If you request cancellation without paying an outstanding balance, Latitude may delay closure or refuse to finalize it until you settle the debt. Review your account statement in full before submitting your cancellation request, and make any final payments at the same time. This prevents confusion and ensures swift closure.

Not obtaining written confirmation

A verbal confirmation or a generic auto-reply email is not proof of cancellation. Always request and preserve written confirmation of your account closure from Latitude. This protects you if the company later claims you still owe money or if unauthorized charges appear after closure. Tocancel recommends screenshotting your confirmation email and saving it to cloud storage.

Cancelling without reviewing your account history

Close your account without reviewing your statement, and you might miss disputed charges, refunds owed to you, or unauthorized transactions. Download and save your full account history before initiating cancellation. If you later discover a charge you disagree with, you will have proof of when you closed the account and what was outstanding at that time.

Ignoring auto-renewal or linked services

If you linked a Latitude account to automatic bill payments, insurance, or other services, cancelling your account may disrupt those services. Before closing, check your payment preferences and unlink any recurring debits. Notify any merchants or service providers that previously charged your Latitude account so they can update their payment method.

Not following up if closure takes too long

If your account is not closed within 7 business days of your request, follow up immediately via email or phone. Delays can result in unexpected charges or continued service obligations. Tocancel advises being proactive: check your account status regularly after submission, and escalate with customer service if you see no progress after 5 business days.

Pricing and account closure costs

Latitude does not charge a fee to close your account, but you may incur costs if you have outstanding balances or early repayment penalties.

What happens after your account is closed

Closure is final, but several things happen in the days and weeks that follow; understanding them prevents confusion.

Your account status and access

Once Latitude finalizes your closure, you will no longer be able to log in to the app or website using your account. Your account number becomes inactive and cannot be reused. If you try to log in, you will see an error message indicating the account is closed. This is normal and expected.

Data retention and privacy

Latitude retains your personal and financial data for 5 to 7 years after closure as required by Singapore's financial regulations and the Personal Data Protection Act (PDPA). You cannot request immediate deletion of this data; however, you can request access to your personal data or lodge a privacy complaint with the Personal Data Protection Commission (PDPC) if you believe Latitude mishandled your information.

Future credit applications

Closing your Latitude account does not directly affect your credit score. However, if your account was closed due to default or dispute, this may be recorded on your credit file by credit rating agencies. Check your credit report with the Credit Bureau Singapore (CBS) within 30 days of closure to ensure the closure is recorded correctly and no false defaults are listed.

Monitoring for unauthorized charges

After closure, monitor your bank statements for 30 to 60 days to ensure no unauthorized charges appear. If a charge does appear after your account is confirmed closed, dispute it immediately with your bank and notify Latitude's customer service. Tocancel recommends setting a reminder to review statements for at least two billing cycles after closure.

Checklist for cancelling your Latitude account

Use this checklist to ensure you have completed every step and protected yourself throughout the cancellation process.

How tocancel helps you cancel with confidence

Cancelling a financial services account involves understanding your rights, following the correct process, and protecting yourself from future charges and disputes. Tocancel is your consumer-rights guide, helping you navigate every step with clarity and confidence.

At Tocancel, we translate complex consumer law into plain language and give you the exact steps to close your account safely. Whether you are dealing with Latitude, LatitudePay, or any other financial service, our guides walk you through your legal rights under Singapore's Consumer Protection (Fair Trading) Act, show you the fastest cancellation methods, and help you avoid costly mistakes. Tocancel has helped thousands of consumers cancel unwanted accounts and recover refunds they are entitled to.

Visit Tocancel.com today for more consumer-rights guides, real cancellation checklists, and templates you can use to escalate disputes with Latitude or any other service provider.

Contact Latitude to cancel your account

Use the following contact details to submit your cancellation request or follow up on an existing closure request.

Primary address for cancellations:

Latitude Brokers Pte. Ltd.
Singapore Office
(Specific street address to be confirmed with Latitude's official website or customer service)

Email: Contact Latitude's customer service via the email address listed on their official website or within your account dashboard.

Phone: Call Latitude's customer service line for Singapore. The number is available on your account statement, the Latitude app, or their website.

Self-service: Log in to the Latitude app or website and navigate to account settings to request closure online.

When you contact Latitude, have your account number, registered email, and identification ready. Request written confirmation of your cancellation request. If Latitude does not respond within 5 business days or refuses to close your account without a legitimate reason, escalate your complaint to the Consumers Association of Singapore (CASE) at www.case.org.sg or call 6100 0820. CASE investigates on your behalf at no cost.