PayPal Rewards Card

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

Our thoughts are with those affected by the recent floods, and we thank the emergency services and volunteers who are working tirelessly to keep our communities safe. If you are experiencing financial hardship on any of your accounts due to the recent floods, please call us on
1800 318 185, Monday – Friday 9am - 9pm AEST, excluding public holidays.

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:

  • PayPal Rewards Card is issued by National Australia Bank Limited (ABN 12 004 044 937, AFSL and Australian Credit Licence 230686) ("NAB"). NAB has acquired the business relating to these products from Citigroup Pty Ltd (ABN 88 004 325 080, AFSL and Australian Credit Licence 238098) ("Citi") and has appointed Citi to assist to administer the products.
  • If you hold a credit card or personal loan which was formerly issued by Citigroup Pty Ltd (and which is now issued by NAB) which is branded Citi, Card Services, Coles Financials Services, Suncorp Clear Options, Qantas Money, Kogan Money, Virgin Money, PayPal Rewards, Bank of Queensland or; Spot. Buy Now Pay Later issued by Diners Club Pty Ltd (now part of NAB), this hardship application will also be applied to any or all of those accounts as well. If you do not require hardship assistance on all of your accounts, please do not submit an online form and contact our hardship team on 1800 318 185.
  • 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.
  • 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.

Financial Hardship and Credit Reporting

In July 2022, amendments to the Privacy Act 1988 introduce Financial Hardship Information (FHI) as a new category of information, which will be displayed on consumer credit reports alongside Repayment History Information (RHI). The Financial Hardship Information will indicate if you have entered into a temporary or permanent hardship arrangement but will not include the reasons for the arrangement you have entered into.

Financial hardship information (FHI) includes:
  • The type of financial hardship arrangement you have entered which will depend on whether the changes to the terms of your loan or obligations are permanent or temporary.
    • Variation Financial Hardship Arrangement (V) – indicates that a permanent variation to the terms of the consumer credit contract have been made and will be reported once in the month that the contractual variation took effect. Once the FHI has been reported with a Variation (V), the future RHI will be updated to indicate if the new monthly repayments are being paid on time or not.
    • Temporary relief or deferral Financial Hardship Arrangement (A) - providing temporary relief from or deferral of the individual’s obligations in relation to consumer credit, reported each month that the arrangement is in place. During the period that any temporary relief or deferral Financial Hardship Arrangement is in place, the RHI will be concurrently reported to indicate whether you are meeting the obligations of your temporary financial hardship arrangement where payments were agreed to be made.
This information will be stored on your credit file for 1 year. Only your financial hardship information from licensed credit providers who hold an Australian Credit Licence can be recorded. Telecommunication and utility companies are not licensed credit providers, so your financial hardship information will not include these providers and they will not be able to see financial hardship information details either.
These changes will also allow licensed credit providers to access and use this comprehensive information in order to make more informed lending decisions. However, this information cannot be used by licensed credit providers to calculate your credit score.
You are entitled to a free credit report every three (3) months and you can request one through any of the Credit Reporting Bodies:

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 Hardship application, 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 Citi Privacy Policy and NAB Privacy Policy will apply and can be found at  www.citigroup.com/australia/privacy/ and  nab.com.au/common/privacy-policy respectively. PayPal Rewards Card is issued by National Australia Bank Limited (ABN 12 004 044 937, AFSL and Australian Credit Licence 230686) ("NAB"). NAB has acquired the business relating to these products from Citigroup Pty Ltd (ABN 88 004 325 080, AFSL and Australian Credit Licence 238098) ("Citi") and has appointed Citi to assist to administer the products.

For any privacy related queries, please 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.