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Frequently Asked Questions

  • What should I do if my credit card is lost or stolen?

    If your card is lost or stolen, you should report it immediately. You have two ways to report it:

    • If you have a Capital One online banking account, sign in to your online banking account and click on the "View Account" button. On the next page, click "More Account Services" on the navigation bar, select "Report Fraud" and follow the on-screen instructions

    • If you don’t have a Capital One online banking account, contact us

  • How can I make a payment on my account?

    You can pay through your bank online or by phone, as well as in person at the bank or at an ABM (some restrictions may apply, so please contact your bank for further details).

    Paying online is fast and easy. To pay online:

    1. Log in to your bank’s online banking site.

    2. Add "Capital One Mastercard" as a new payee to your payee list.

    3. Make your payment to Capital One Mastercard.

    Please note that it can take 2-3 business days for your online payment to post.

    Or, you can mail your payment directly to Capital One Customer Service in the envelope provided with your mailed statement. Please don’t send cash through the mail or staple your cheque to the remittance form. Allow sufficient time for delivery and be sure to write your 16-digit account number on your cheque.

    Additionally, you can take advantage of our Pre-Authorized Debit Service (cardholders of the Capital One Mastercard®, exclusively for Costco members may know this service as Auto Pay) – an easy and convenient way to pay your Capital One credit card. Have your payments made on time, every time.

    Please note: Pre-Authorized Debit isn’t available for the SaksFirst Credit Card, Hudson’s Bay Mastercard® or Hudson’s Bay Credit Card.

  • What are recent transactions?

    In online banking, recent transactions refers to all activity on your account since your most recent available statement. Transactions appear online as soon as they’re pending or posted to your account. If you haven’t made any transactions since your last statement, this section will not have any entries. If you’ve made a transaction and it doesn’t appear in online banking, that transaction may not have posted to your account yet.

  • How do I dispute a transaction?

    Below are the steps you can take to dispute a transaction:

    1. Click “View Account”.

    2. Find the transaction in the list of posted transactions that you’d like to dispute (pending transactions cannot be disputed).

    3. Click on the transaction to see more details, then click the “Report a problem” link.

    If you can’t find your transaction, or if it’s older than 90 days, please call our Fraud Solutions Department at 1-866-381-0447.

  • I’m not a Costco member. Do I need to be to get the card? If so, how do I join?

    Yes, the card is exclusively for Costco members, so you must be a Costco member to apply. Go to Costco.ca to sign up to become a Costco member.

    It’s a co-branded, cash back credit card that’s exclusively for Costco members. And, it doubles as your Costco membership card.

  • How do I receive and redeem my cash back?

    We’ll mail a cash back rebate coupon to you with your January statement, which you can redeem at any Costco Wholesale warehouse in Canada. A rebate coupon is only issued to you if your account is eligible when your rebate is calculated at the end of the year. You’ll receive the coupon in the mail even if you’re signed up for paperless statements. Additional terms and conditions apply and will be provided upon approval.

Questions and Answers

Search our list of questions and answers on common topics.

  • Call Us
    Customer Service

    Toll-free within Canada and the U.S.

    1-800-723-3500

    Outside of Canada or the U.S., call us collect.

    1-469-304-3418

  • Mail Us
    Payments

    Mail your payment to:

    Capital One

    P.O. Box 4566, Stn. A

    Scarborough, ON M5W 0H9

    (Be sure to write your 16-digit account number on your cheque or money order.)

    General Correspondence

    Capital One Customer Service

    P.O. Box 500, Stn. D

    Scarborough, ON M1R 0C2

    Payment Investigations

    If you’ve made a payment that doesn’t show up on your account, or you made a payment to the wrong account, please contact us:

    Capital One Customer Service:

    Attn: Payment Investigations

    P.O. Box 4908, Stn. D

    Scarborough, ON M1R 4Y8

Addressing Your Concerns

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