PayPal Rewards Card

A $0 annual fee credit card that earns uncapped reward points you can spend at over 750,000 eligible PayPal businesses!

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Complaints

Step 1: How to raise a complaint

We want to hear from you

Tell us about your concern and allow our Customer Service Officers the opportunity to assist you in resolving any concerns you may have. Please provide as much detail as you can to help us to assist you. You can tell us your complaint through one of these options:
Chat: Log in to your PayPal account and select ‘PayPal Rewards Card’ to make your complaint through chat.
Secure message: Advise us of your complaint through your PayPal Rewards Card online account Inbox. Log in to your PayPal account, select ‘PayPal Rewards Card’ then go to ‘My Messages’, and then ‘Compose’. Make sure you choose the ‘Make a complaint’ option as the subject.

For complaints in relation to a recently submitted application or a closed account, please make a complaint through the online enquiry form.

Hardship assistance

We understand that, from time to time, some customers may experience financial difficulties caused by unemployment, injury, illness, a natural disaster, or other unexpected impact on your household income and/or expenses. We are here to support customers during these times.

If your financial circumstances have changed and you are unable to pay your account(s), you can request assistance by completing an Online Hardship Application form. Please ensure you have access to the mobile number you have registered on your credit card account. A code will be sent to authenticate your identity before you can proceed with the application.

Please also have information about your income, expenses, and assets on hand before you commence the application. Once you start filling in your details, you will need to complete the application as you will be unable to save and return to the form at a later stage.

If you are unable to access the Online Hardship Application form, you can download a PDF copy of the Hardship Application form and

  • Email it to hardships@paypal-credit.com.au or
  • Upload it online, log in to your PayPal account, select ‘PayPal Rewards Card’, then ‘My Statements’ and ‘Manage Documents’ or
  • Post it to PO Box 3453 Sydney NSW 2001

Important Information before you apply for Financial Hardship Assistance:

  • Citigroup Pty Ltd ABN 88 004 325 080 ("Citibank") AFSL/Australian credit licence 238098 is the credit provider and issuer of the PayPal Rewards Card. If you hold other Citigroup credit cards, Ready Credit, Personal Loan product (s) including partner products your request for financial hardship assistance will be applied on all your accounts.
  • Once we have received your completed application form, one of our representatives will contact you to discuss your situation and solutions that may be available to assist you.
  • You are not required to provide supporting documents at the time you submit your application. We will inform you if we require supporting documents.
  • If you have been or are still paying for insurance on your credit card account(s) you may be eligible to make a claim with the insurer. Your account statement will indicate the name of the insurer you need to contact. Having or claiming on an insurance policy doesn't preclude you from applying for financial hardship assistance if you require it.
  • From the time we receive your request that you require financial hardship assistance and during the assessment process and including any time you are on an approved program, your repayment history will be reported as 'blank' to the credit bureaus. This is standard practice when reporting for customers experiencing financial hardship.
  • Your card / account may be suspended from the time we receive your application for hardship assistance, and if approved, during the entire period you are on financial hardship. Your ability to continue to transact on your card / account will be based on your card or account status.

Contact Us

If you would like further information on how we may be able to assist you if you are experiencing financial difficulty in meeting your commitments or would like assistance with completing a Financial Hardshipapplication, please call us on 1800 318 185 Monday to Friday from 9am to 9pm AEST,excluding public holidays.

More information

You can get free independent counselling and advice from a Financial Counsellor. For a comprehensive listing of Financial Counsellors please visit the FCA website: www.financialcounsellingaustralia.org.au

To talk to a Financial Counsellor by phone (or for referral) call 1800 007 007 from anywhere in Australia.
You may also find the following websites helpful, which provide information on managing your money:

Privacy Policy

If you are applying for or already have a PayPal Rewards Card, the Citigroup privacy policy will apply and can be found at www.citigroup.com/australia/privacy/. PayPal Credit Pty Limited ABN 66 600 629 258, Credit Representative number 527212 promotes and distributes the PayPal Rewards Card as an authorised credit representative of Citigroup Pty Ltd ABN 88 004 325 080, AFSL/Australian credit licence 238098 (Citi). Citi is the credit provider and issuer of the PayPal Rewards Card.

For any privacy related queries, please call 13 24 84 or email privacy.officer@citi.com.au.

In the course of your use of this website, we may collect personal information about you, in which case the PayPal Privacy Statement will govern how that personal information may be used and disclosed. Please click here to see the PayPal Privacy Statement.