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Frequently Asked Questions

Fraud Protection

  • I think I received a scam email that looks like it came from Capital One®. What do I need to do?

    You may have experienced phishing.

    Phishing is a type of cyber attack or scam where fraudsters use emails, texts or phone calls in an attempt to collect personal, private information – including banking information.

    Phishing emails often appear to be from legitimate companies and can use official logos or headers. If you receive an email that says it’s from Capital One, but it seems suspicious, it’s important to remember that we’ll always reach out to you from a credible email address.

    In an email, Capital One will never:

    • Ask you for your personal identification number (PIN) or online banking password
    • Ask you for your Social Insurance Number
    • Make grammatical errors in written communications to you
    • Use fear tactics to get money or gifts from you
    • Make threats to suspend your account or claim your account has been compromised

    To help verify if an email is from us, take a look at the sender’s email address and hover over any URL links included in the message.

    If you think you’ve received a fraudulent email that claims to be from Capital One:

    • Do not reply to the email
    • Do not click on any of the links embedded in the email
    • Forward the email to abuse@capitalone.com
    • After forwarding the email to Capital One for investigation, delete it
    • Be sure to monitor your account, and call the number on the back of your card if you notice any unusual activity

    If you clicked a link within a suspicious email or responded to it with information related to your account, contact us immediately by calling the number on the back of your card.

    Visit our Online Safety and Security page for more information.

  • I received a call from someone claiming to be from Capital One. What should I do?

    If an unknown number calls you and asks you to provide personal information, such as your credit card information, Social Insurance Number or sign-in credentials, do not provide this information. Instead, hang up the phone and report the call.

    How to report a suspicious phone call:

    1. Send an email to abuse@capitalone.com.
    2. In your email, include the caller’s phone number and the information requested during the call.

    If you gave any information about your account on a suspicious phone call, contact us immediately by calling the number on the back of your card.

  • I received a strange text message claiming to be from Capital One. What should I do?

    If you receive a text message appearing to be from Capital One that asks for personal information, such as your credit card information, Social Insurance Number or sign-in credentials – do not respond. Also, use caution before clicking links within text messages like TinyURL or Bit.ly. These are used to shorten links, and they create the opportunity to hide a phishing link.

    How to report a suspicious text:

    1. Take a screenshot of the text and email it to abuse@capitalone.com.
    2. Include the sender’s phone number and message content in your email.
    3. Delete the text message from your phone.

    If you responded to a text with information about your account, contact us immediately by calling the number on the back of your card.

  • I was contacted on social media by someone claiming to be from Capital One. What should I do?

    Fraudsters sometimes use social media platforms to pose as legitimate organizations in order to trick users into sharing personal information. If you’ve received a suspicious communication through social media that targets you as a Capital One customer, please forward the entire communication to abuse@capitalone.com. Provide as much detail and background information as possible, including screenshots if available.

  • What should I do if I see a transaction that I don’t recognize?

    There are a couple of things to think about if you don’t recognize a transaction on your account. First of all, purchases don’t always appear in your list of transactions under the names you’d expect. For example, a merchant’s name may be listed under their parent company or registered as an abbreviation of their full name. Secondly, purchase locations listed on your statement may not reflect the city or town where your purchase was made. This doesn’t necessarily mean the transaction is incorrect, rather some merchants may be registered under a different location.

    If, however, you believe these transactions were not made by you, you should contact us right away.

  • How do I file a dispute with a merchant?

    If you experience something like a double charge or an incorrect transaction amount appears on your credit card, your first course of action should be to contact the merchant directly.

    If you can’t resolve the dispute with the merchant, please contact us. We’ll do our best to help in any way we can.

  • What is credit card fraud?

    Credit card fraud occurs when your credit card information or identity have been used without your permission or knowledge. It’s most often anonymous and frequently occurs online. Fraud can exist in the form of online, email, telemarketing, door-to-door and text message scams and varies in its impact. Fraudsters are criminals who use a variety of phishing methods and scams to try to steal peoples’ identities and money.

    Examples of fraudulent activity include the following:

    • Fraudulent charge(s) – one or more transactions made to your account without your authorization
    • Theft of a credit card number and/or PIN which can lead to a number of fraudulent charges
    • Identity theft where fraudsters use personal information and pose as the victim to gain control of their accounts or set up new credit accounts in their name
  • How does Capital One protect me from fraud?

    We monitor your account 24 hours a day, 7 days a week, and we do everything we can to keep your credit card safe from fraud.

    We’ve got your back and if you’re a victim of fraud, we’ll work hard to help make it right. We provide Zero Liability protection which means that if your credit card is used without your authorization, you won’t be liable for those charges, provided certain conditions are met. See the Mastercard Zero Liability terms for more details.

    Here’s what we offer to help you keep your account safe:

    • Security Alerts – we offer a suite of tools including two-way fraud alerts that help you stay on top of what’s happening with your account.
    • Credit Keeper – you can keep an eye on your TransUnion® credit score for free with Credit Keeper – any significant, unexpected changes to your score could indicate fraudulent activity.

  • How can I protect myself from fraud?

    Keep your personal information private.

    • Never share your PIN number with anyone. No one from Capital One will ever ask for it and you’ll never need to provide it over the phone or online.
    • Keep your credit card number private – don’t read it out loud in a public place and don’t lend your card to anyone.
    • Create a strong password that’s difficult to guess and don’t use it for other accounts.
    • Avoid sharing identifying personal information on social media, including your date of birth, address and phone number.
    • Keep an eye on your mailbox and empty it frequently. If you go on vacation, have a friend collect your mail or request that it be held at the post office.
    • Before discarding sensitive mail such as your bank or credit card statements, shred them first. Better yet, sign up for paperless statements for your Capital One account – your statements will be delivered securely to your online banking account each month.

    Review your credit report every year.

    If a fraudster were to steal your identity to open a credit account without your knowledge, it should appear on your credit report. Refer to the Credit Report FAQs for information about requesting a credit report from the major credit reporting agencies.

    Beware of phishing scams including phone calls, text messages and emails.

    If you’re not sure how to detect a phishing scam, it’s important to remember that a legitimate organization will always reach out to you from a credible email address. In addition, they would never:

    • Ask you for your PIN number or online banking password
    • Require you to provide your Social Insurance Number when it’s not absolutely necessary
    • Make grammatical errors in written communications to you
    • Use fear tactics to get money or gifts from you
    • Make threats to suspend your account or claim your account has been compromised

    Sign up for Capital One online banking.

    You can set up customized account alerts that notify you when:

    • Transactions are made outside of Canada
    • Transactions are made over a limit you’ve determined
    • Your available credit dips below a limit you’ve determined
    • Certain tools or features may not be available for Capital One retail partnership accounts.
  • Can I proactively check to see if I may be a victim of fraud or identity theft?
  • What should I do if I suspect I’m a victim of fraud?

    If you see any suspicious activity on your account, please contact us right away so we can:

    • Work with you to identify any transactions you didn’t make
    • Cancel your existing card and issue you a new one
    • Guide you through the next steps

    And don’t worry – we offer Zero Liability which means you won’t be held responsible for unauthorized use of your card. See the Mastercard Zero Liability terms for more details.