Frequently Asked Questions
Account Servicing
-
What are the best ways I can make a payment on my account?
Paying online is the most convenient way to make payments on your account. You can pay through your financial institution’s online banking site, or by taking advantage of our pre-authorized debit service, so your payments are made on time, every time. See below for online payment options available to you.
How to pay through your financial institution’s online banking site:
-
Log in to your bank’s online banking site.
-
Add “Capital One Mastercard” as a new payee to your payee list.
-
Make your payment to Capital One Mastercard.
Please note that it can take 2-3 business days for your online payment to post.
How to set up pre-authorized debit payments:
-
Our pre-authorized debit service is available to Capital One Mastercard® and Capital One Costco Mastercard cardholders.
-
If you’re a Capital One Mastercard cardholder, please fill out the Pre-authorized Debit Authorization form and follow the instructions outlined in the “How can I enrol for Pre-Authorized Debit payments?” FAQ.
-
If you’re a Capital One Costco Mastercard cardholder, you can set up pre-authorized debit payments by enrolling for Auto Pay, available through Capital One’s online banking site. Please see the “What are the best ways I can make a payment on my account?” FAQ in the Costco tab.
-
-
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 – contact us.
-
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.
If you’re a Capital One Mastercard® cardholder, you can set up pre-authorized debit payments and fill out the Pre-authorized Debit Authorization form (PDF). Once complete, you can mail it, along with a voided cheque, to:
Capital One
P.O. Box 515, Stn. D
Scarborough, ON M1R 5N4If you’re a Capital One Costco Mastercard cardholder, you can set up pre-authorized debit payments with Auto Pay, available through Capital One’s online banking site. See steps to enrol below:
-
Log in to Capital One Banking. Don’t have an account? Sign up here.
-
Click “Set Up Auto Pay” from your toolbar.
-
Enter your banking information and click “Continue”.
-
Choose how much you want automatically debited from your account each month – “Minimum Payment” or “Full Payment” – then click “Continue”.
-
Review your details and click “Submit” to enrol!
-
-
I made a payment to the wrong Capital One credit card, what should I do?
Don’t worry, we can help you transfer your payment to the correct Capital One credit card. Identify which account the payment was mistakenly made to, and which account the payment should have been made to. Contact us and have your account numbers on hand. Please note that it may take a few days for the transfer to be completed.
-
I overpaid my credit card, how can I get the difference back?
Please identify which account the overpayment was made to and call your bank to request that they send an Authorization to Debit form to Capital One. This will give your bank permission from Capital One to return the overpaid funds back to your bank account. Please note that it may take a few days for the transfer to be completed.
-
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?
Travel notifications are no longer needed! With the added security of your Capital One chip card, you don’t have to tell us when and where you’re traveling, inside or outside Canada.
If you’re worried about unauthorized charges being made to your account, relax. As a Capital One cardholder, you’re protected. We provide Zero Liability for unauthorized use of your chip card while you’re traveling, and we’ll alert you if we see anything suspicious.
That means you won’t pay for any unauthorized purchases on your card as long as you meet these conditions.
-
You’ve used reasonable care in safeguarding your account number and card, your PIN and your password;
-
You haven’t contributed to any unauthorized use of your account; and
-
You notify us immediately if your account number or card is lost or stolen, if somebody discovers your PIN or if a person uses your account without your permission.
For added security, please make sure your security alerts are up-to-date with your current email and mobile phone information before you leave for your trip. To update your security alerts, log in to Capital One online banking and select "Alerts" from the drop-down menu in the top right corner.
To update your contact information, log in to Capital One online banking and select "Profile" from the drop-down menu in the top right corner.
-
-
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 "Profile" section in your Capital One online banking account. Log in to Capital One online banking, click the drop-down menu in the top right corner, and select "Profile". Click on the pencil edit icon next to your address to add or change your address and follow the instructions on the screen. You can also contact us to update your address.
-
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 5L6Phone: 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?
We’re in the process of introducing online card activation, beginning with a select group of cardholders. Follow the instructions listed on the sticker on your card.
-
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
Account Access Cheques
-
What is an account access cheque?
An account access cheque allows you to make transactions on your Capital One account without using your card or card number. Until 2013, Capital One cardholders may have received account access cheques in the mail.
-
Why can’t I use my account access cheques anymore?
As of August 31, 2019, Capital One will no longer process account access cheques. Please destroy any access cheques, including purchase and cash cheques, you may have on hand securely.
-
What is the last date to use my account access cheques?
Account access cheques are valid till August 31, 2019. Access cheques deposited after August 31, 2019 will be returned. If you’ve provided an account access cheque to someone else, for example, to pay your rent, be sure to make alternative payment arrangements so your payment isn’t late and possibly subject to fees.
-
What happens if an account access cheque is deposited after August 31, 2019?
An account access cheque deposited after August 31, 2019 will be returned as a returned cheque. If you’ve already provided one or more account access cheques to someone else, be sure to make alternative payment arrangements before August 31, 2019. Please note you may be charged fees for returned or dishonoured cheques due to the policies of other parties, such as your bank. Capital One isn’t responsible for these fees or charges.
-
What should I do with my existing account access cheques?
Please destroy any account access cheques, including purchase and cash cheques, you may have on hand securely.
-
I’ve provided an account access cheque to someone else already. What happens now?
If you’ve already provided one or more account access cheques to someone else, for example, to pay your rent, be sure to make alternative payment arrangements before August 31, 2019.
-
Will I be charged a fee for returned or dishonoured account access cheques?
Capital One won’t charge you fees for returned account access cheques if received for processing after August 31, 2019. However, it’s possible that you may be assessed fees by third parties, such as your landlord or bank, for late payments or returned cheques. Capital One isn’t responsible for these fees or charges.
-
Can I continue to make payments to my Capital One account using my personal cheques?
Yes, you can still make payments using cheques provided by your bank or financial institution. However, to make your payment faster, why not pay online? Paying online is the most convenient way to make payments on your account. You can pay through your financial institution’s online banking site. Learn more about online payment.