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Assistance for Customers Impacted by COVID-19

As the impact of COVID-19 continues to unfold, and we strive to support our customers, it’s affecting our ability to answer calls as quickly as we’d like. As a result, we’re experiencing much longer than normal call wait times.

At Capital One, the health and well-being of our customers, associates and communities are our top priority. We understand the concern and uncertainty you may be experiencing surrounding the coronavirus (COVID-19), and are committed to being responsive to the needs of our customers and associates as the situation evolves.

We strongly encourage you to use the Capital One mobile app or sign in to online banking. You can use these to:

  • Securely access your account – anytime, from almost anywhere
  • See the most up-to-date account information, including your account balance, available credit and statements

In addition, Capital One and Costco cardholders can review their card benefits in online banking by selecting View Account, followed by More Account Services, and finally View the Benefits PDF.

As always, the health, safety and well-being of our customers, associates and communities are of paramount concern. We continue to monitor the COVID-19 situation, and we’re here to assist our customers as needed. Please continue to check this website for relevant information. We’ll update it as we learn more.

For additional information about COVID-19, visit the Public Health Agency of Canada’s COVID-19 webpage.

Frequently Asked Questions

  • 1) If I have to call Capital One, should I expect longer than normal wait times?

    With the global impact of COVID-19 continuing to unfold, the health, safety and well-being of our customers, associates and communities are our top priority. As we address the needs of our customers, including those impacted by the COVID-19 situation, call wait times are much longer than usual. In an effort to give you the best customer experience possible, we encourage you to take advantage of our digital banking tools.

    Sign in to online banking or use the Capital One mobile app to access your account – anytime, from almost anywhere.

  • 2) I need to cancel my travel. How do I get a refund?

    The first step is to contact the merchant you booked the travel with directly. Many merchants have updated their cancellation policies and are offering options for customers to update their travel plans.

  • 3) Does my credit card have trip cancellation insurance?

    Certain products, such as our Aspire Travel World and Aspire Travel World Elite Mastercards offer some cancellation benefits. Please note that all insurance coverage is subject to the terms and conditions of the respective certificates of insurance. Certain limitations, exclusions and restrictions may apply.

    To view the benefits booklet, including eligibility and claim information, sign in to online banking, select View Account, followed by More Account Services, and finally View the Benefits PDF.

    If you’re a Hudson’s Bay Credit or SaksFirst Credit cardholder, check the benefits booklet you received when you were approved.

  • 4) What if I am expecting a refund on my account (for example, due to cancelled travel or a cancelled event), but I have not seen a credit yet. What are my options?

    Once a merchant issues a credit to your Capital One credit card, it takes approximately five days for the credit to post to your account. If the credit has not appeared after that time, please contact the merchant directly. Use the Capital One mobile app or sign in to online banking to view the most up-to-date transaction information.

    If after contacting the merchant, you still don’t see a credit on your account and 15 days have passed, please contact us for help filing a dispute.

  • 5) I have redeemed my reward miles for a travel purchase. What happens if I cancel my travel?

    When you redeem your reward miles, you will receive an account credit equivalent to the travel purchase amount that was redeemed with the line item “Credit-Travel Reward” appearing on your statement.

    If you’ve cancelled your travel purchase and will be receiving a refund for it, you will see a credit from the merchant on your statement, in addition to the credit from your rewards redemption. The reward miles you’ve redeemed will not be returned to your rewards balance.

    If you’ve cancelled travel that you purchased using Hudson’s Bay Rewards points that you had converted into AIR MILES, please reach out to Hudson’s Bay directly.

  • 6) I’ve heard there have been a number of scams related to COVID-19. How do I protect myself from fraud?

    In uncertain times, fraudsters will often try to take advantage of people. If you receive unsolicited emails, text messages or website requests (like pop-up windows) that ask you to share your personal or confidential information, don’t respond to them. You should also be careful to not click on any hyperlinks or open any attachments in emails or text messages from people you don’t recognize. Capital One will never send you emails asking you for confidential information like your 16-digit card number, PIN or password.

    To learn more ways to protect yourself from fraud, visit our Fraud Protection website.

  • 7) I’m concerned that COVID-19 may impact my financial situation. Is there anything you can do to help?

    We understand that COVID-19 is having an impact on our customers’ lives. For those who are facing financial difficulties, we encourage you to contact us, so we can discuss a possible solution for you.

    Please note that we’re experiencing a high volume of calls, and it’s affecting our ability to respond as quickly as we’d like. As a result, call wait times are much longer than normal.

  • 8) What is the best way I can make payments to my Capital One or Costco Mastercard during this time?

    Paying online is the most convenient way to make payments. We encourage you to add Capital One as a payee through your bank’s online banking service. This is a good alternative in case of potential postal service disruptions or branch closures with your bank.

    How to make your Capital One or Costco Mastercard payments online:

    1. Sign in to your bank’s online banking service.
    2. Add CAPITAL ONE MASTERCARD as a new payee to your payee list.
    3. Make your payment.

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

    Check out our Account Servicing FAQ for more information on payment options. If you don’t currently have an online banking account, or if you need help adding us as a payee, we recommend contacting your bank.

  • 9) I normally make payments to my Hudson’s Bay Credit account or SaksFirst Credit account in-store. How else can I make my payments?

    For Hudson’s Bay Credit and SaksFirst Credit cardholders, we encourage you to pay through your bank’s online banking service in the event that you’re unable to pay in-store. If you don’t currently have an online banking account or need help adding us as a payee, we recommend contacting your bank.

    How to pay your Hudson’s Bay Credit or SaksFirst Credit account online:

    1. Sign in to your bank’s online banking service.
    2. Add HUDSON’S BAY MASTERCARD, HUDSON’S BAY CREDIT CARD or SAKSFIRST CREDIT CARD as a new payee to your payee list, depending on which card you have.
    3. Make your payment.

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

    As a reminder, you can find your account balance on your monthly statement or by signing in to online servicing.

  • 10) Can I still redeem my Aspire Travel™ reward miles for gift cards?

    Due to COVID-19, you’ll be temporarily unable to redeem reward miles for gift cards. Your miles don’t expire, so you can wait to redeem them for gift cards in the future. In the meantime, check out the rewards page in your online banking to explore the other options available for redeeming your miles.

Last Updated March 27, 2020