Account Servicing

• How can I make a payment on my account?

  Most financial institutions, including CIBC, TD Canada Trust, Royal Bank of Canada, Bank of Montreal, HSBC, Scotiabank and National Bank will accept your Capital One payment. You can pay through your bank online, in person at the branch, by ABM or phone (some restrictions may apply, so please contact your bank for further details). Or, you can mail your payment directly to Customer Service in the envelope provided with your statement. Please do not 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 or money order.
  
  Additionally, you can take advantage of our Pre-Authorized Debit Service – an easy and convenient way to pay your Capital One credit card. Have your payments made on time, every time.

  Download the authorization form (PDF) to sign up for our Pre-Authorized Debit Service.
  Send the completed form and a voided cheque to:

  Capital One
  P.O. Box 515, Stn. D
  Scarborough, ON  M1R 5N4

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

• How can I change my preferred language of correspondence?

  We can send you correspondence in either French or English. If you'd like to change your language of preference please call 1-800-481-3239 to speak to a customer service representative.

• 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:

  Online Banking
  Sign in to your Online Banking account, go to the "Services" tab, then "Report Lost, Stolen or Damaged Card" and follow the on-screen instructions.

  Call Us
  Contact customer service at 1-800-481-3239. If you're outside Canada or the United States, call us collect at our International number 1-804-934-2010. You'll need to place the call through the operator and Capital One will accept the collect charges.

• What is Pre-Authorized Debit (PAD) and what makes it convenient?

  With a Pre-Authorized Debit (PAD) you get the convenience of using your personal bank account to automatically make payments to your Capital One credit card every month.
  
  A PAD is an automatic withdrawal from your personal bank account initiated by a company or a financial institution (Capital One) that has your authority to do so. PADs are often used as a convenient way to make recurring payments to an organization or transfer investment funds on an ongoing basis.

  Please note that Pre-Authorized Debit isn’t available for the SaksFirst Credit Card, Hudson's Bay MasterCard^® or Hudson’s Bay Credit Card.

• How can I enrol for Pre-Authorized Debit payments?

  You can take advantage of our Pre-Authorized Debit Service – an easy and convenient way to pay your Capital One credit card. Have your payments made on time, every time.

  Download the authorization form (PDF) to sign up for our Pre-Authorized Debit Service.
  Send the completed form and a voided cheque to:

  Capital One
  P.O. Box 515, Stn. D
  Scarborough, ON  M1R 5N4

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

• I've paid my balance in full. Why do I still have a balance?

  The balance on your last statement included interest only through the statement closing date. After your statement closes, interest continues to accrue until your payment posts to your account. The finance charge appearing on your most recent statement accrued from the first day of the new billing cycle, until the day your payment posted.

• How can I get cash using my credit card?

  You may use your card with your PIN to access cash at any automated banking machine with a MasterCard^® or Cirrus^® logo. Call customer service at 1-800-481-3239 if you need us to send you a new PIN. Your monthly statement will tell you your limit for cash advances.

• Can I use my Capital One credit card outside Canada?

  Absolutely! Your Capital One MasterCard^® is accepted at more than 24 million locations worldwide and you have instant cash access at over 900,000 automated banking machines.

• How can I add a notification online for upcoming travel?

  To add a travel notification, log in to Capital One Online Banking and click on "Services" and then "Set Travel Notification".

  Travel notifications can be set for up to 120 days prior to your departure date and for a duration of up to 60 days. If you're travelling for more than 60 days, please call 1-800-481-3239.

• Do you have French-speaking representatives? Can I get my monthly statements in French?

  Yes. We have both English and French-speaking customer service representatives. They're happy to help you in either of our official languages. Plus, you can give us a call anytime to receive your monthly statement in French. Call us at 1-800-481-3239, we're available 24/7.

• I just moved, how do I change my address?

  The easiest way to update your address and other contact information is through the My Info tab in your Capital One Online Banking account. If you're not already registered, sign up for online banking today. You can also call us at 1-800-481-3239 to update your contact information.

• As a customer, how can I stop receiving marketing from Capital One?

  To stop receiving marketing from Capital One, please use any of the opt-out methods described below. Please note that although you may unsubscribe from marketing, Capital One will still send you servicing messages regarding your account as required.

  If you are a customer, any marketing emails you may receive will contain an unsubscribe link which you can use to opt out of further marketing.

  Mail: You can tell us your privacy preferences by mail at:
  Attention: Privacy Officer
  Capital One Canada
  P.O. Box 508, Scarborough Stn D
  Scarborough, ON M1R 5L6

  Phone: You can tell us your privacy preferences by calling 1-888-817-3887. If you have a sensory disability such as a hearing impairment or blindness, you may call our toll-free number at 1-800-219-1009.
  If you have general questions about Capital One or your account, or would like more information on our privacy policies, please call one of our Customer Relations representatives at 1-800-481-3239.

  To contact our Privacy Officer for any other reason, please write to the mailing address above

• Can I activate my credit card online?

  Not at this time. Card activations must be done by phone. Please contact the number listed on the sticker on your card or the number at the back of your card and follow the prompts.

• What are the steps involved with KYC verification?

  To ensure we comply with federal laws and regulations during the application process, we will ask an applicant to provide their full name, full address, phone number, date of birth, employer and occupation information. For each authorized user added to the account, we will ask for that person’s full name, full address, phone number and date of birth. 'Know Your Customer ("KYC")' requirements also require us to verify the information that you provided, using independent data sources. Capital One will attempt to do this electronically or if unable to do that, by asking you to provide government issued identification in person at a Canada Post office location.

  In addition to verifying our customers’ identities, KYC regulations require federally regulated institutions to continue being aware of our customers and their transactions. To assist with keeping a customer's information up to date, customers may be asked to verify the accuracy of these details from time to time. If customers are unable to do so, the account may be restricted or closed.

• What is money laundering and what role does Capital One have?

  Money laundering occurs when criminals try to use financial institutions as a means to launder their dirty money, giving the clean money an appearance of legitimacy as well as distancing it from its criminal sources. Once cleaned, the money is used in society and becomes comingled with legitimate currency. To manage money laundering risks, Capital One complies with Anti-Money Laundering (AML) and Anti-Terrorist Financing (ATF) regulations and takes its role in combatting AML/ATF very seriously. AML/ATF laws require us to know new and existing customers and this is managed through requirements called Know Your Customer (“KYC”). KYC requirements are a subset of AML/ATF regulations which require Capital One to collect identifying data about our customers and independently verify this information before we provide credit to our card holders. If we are unable to ascertain the identity of new customers as per the KYC requirements, we are by law not able to extend credit.

  In addition to verifying our customers’ identities, KYC regulations require federally regulated institutions to continue being aware of our customers and their transactions. To assist with keeping a customer's information up to date, customers may be asked to verify the accuracy of these details from time to time. If customers are unable to do so, the account may be restricted or closed.

• How can I file a customer complaint against Capital One?

  At Capital One our top priority is our customers – we work hard to ensure that our customers' expectations of service are met and even surpassed. We want to hear from you if this doesn't happen.
  Please follow the steps provided here to file a complaint www.capitalone.ca/concerns