Welcome to Capital One®. Count on us to make your transition a smooth ride.
Hello Direct Merchants Bank®, Direct Rewards®, Metris®, and other former HSBC® credit card customers! We're the issuer of your card account. Here you'll find answers as you shift gears into your new Capital One card. If you recently had another HSBC card transition to Capital One, a lot of the information here will look the same; however, there are a few differences. Once again, welcome. We'll steer you in the right direction.
For Rewards Card Customers Only: Rewards redemptions will not be available from late evening March 30th through midday April 7th. We apologize for any inconvenience this may cause. For information about your rewards program, please call 1-866-302-4288. Starting April 7th, 2014 you can access your rewards information at capitalone.com.
General Questions About the Acquisition
- When did Capital One acquire certain HSBC U.S. Credit Cards?
In 2011, HSBC announced plans to sell most of its U.S. credit card accounts to Capital One, including accounts from Direct Merchants Bank, Direct Rewards, Metris, and several other brands. The sale completed in May of 2012. We're excited to welcome our new customers to Capital One, and are committed to ensuring a smooth transition for you.
- What if I'm not sure if my account has been impacted?
If you're unsure whether your account has been impacted, please call the toll-free number on the back of your card or on your statement (6 a.m.-11 p.m. CT Monday-Friday; 7 a.m.-8 p.m. CT Saturday-Sunday).
- What is the timing of this transition and how will I know when a change is going to take place?
We'll definitely keep you up to date with everything you need to know as we move through the transition process together. Expect more communications in the early part of 2014, leading up to receipt of your new Capital One card in the spring. Be sure to watch your mailbox, email inbox and statements for additional information.
- Will the acquisition affect my other HSBC accounts, such as my car loan or savings account?
No. If you have other types of HSBC accounts like a car loan, checking or savings account, they won't be affected as a result of this acquisition.
- I have another credit card previously issued by HSBC that was recently replaced with a Capital One card. How is this different?
The timing of receipt of your replacement card depends on various things, including the "brand" name of your product. Customer accounts with prior brands such as Orchard Bank and Household Bank® have already been issued a new Capital One card. Customers who have MasterCard® or Visa® card brands such as Direct Merchants, Direct Rewards and Metris will receive new Capital One cards by May. That means if you have multiple card accounts previously issued by HSBC, you could be receiving your new Capital One replacement cards at different times.
- Will I get a new credit card with the Capital One logo on it?
In the spring of 2014, we will be sending out new Capital One credit cards to our transitioning customers. Stay tuned for more information but for now, continue using your current card as you always have.
- I currently have both Capital One and an HSBC branded credit card. Will my accounts be combined?
We would like to be able to combine your Capital One and HSBC branded credit card accounts; however, since each card has its own unique terms, it's not possible to combine them into one account at this time.
- Who should I contact if I have a question or I need help with my HSBC credit card?
Please continue to call the toll-free number on the back of your credit card. If you don't have your card handy, you can always call the number printed on your statement and a representative will be happy to help you (6 a.m.-11 p.m. CT Monday-Friday; 7 a.m.-8 p.m. CT Saturday-Sunday).
- Should I notice anything different on my credit report?
As of May 1, 2012 your credit history was transferred to Capital One, and your credit report should now reflect the Capital One name on your account.
- Why do some communications appear to be from Capital One, while others appear to be from HSBC?
As we work through the transition, you may receive communications carrying both the Capital One and the HSBC name. However, once the transition is complete, all communications you receive will carry the Capital One name.
- What are the important dates I need to know about the upcoming transition to Capital One?
February 7th: Payment cut-off time changed to 5 p.m. ET.
March 30th: The last day to redeem rewards under your current rewards program. Rewards not redeemed by this date will automatically convert to Capital One Rewards on April 7th.
April 3rd: AccountCentral will begin its scheduled outage. If you need to make a payment or need information about your account, please call the customer service number on the back of your card.
April 7th: The transition to Capital One is complete. Be sure to enroll in Capital One Online Banking to manage your account online going forward.
April/May: You will receive your new Capital One credit card. Once you receive it, be sure to activate it and then destroy your old card.
Questions About Your HSBC Credit Card
- Can I keep using my current credit card?
Yes, keep using your current card and making payments as you do today. If you have questions, please call the toll-free number on the back of your card or on your statement (6am-11pm CT Monday-Friday; 7am-8pm CT Saturday-Sunday).
- Should I expect any changes to my current credit card number and account?
Your credit card number will stay the same, and you can keep using it as you do today. In the event there are any important changes, we'll provide you with updated information.
- Can I continue to pay my bill and manage my account online?
Yes, you can still pay your bill and view your account information by logging in to accountcentralonline.com until April 3rd. Beginning April 3rd, access to AccountCentral will no longer be available. On April 7th, you will be able to enroll your account with Capital One at Capital One Online Banking to make payments online.
- I saw a commercial for a Capital One credit card on TV. Can I exchange my HSBC branded credit card for that credit card?
You will not be able to exchange your HSBC branded credit card for a Capital One credit card, but you can apply any time for Capital One advertised products by visiting capitalone.com.
- I currently have a rewards card product. What will happen to that?
At this time, your rewards remain the same. You can earn and redeem rewards just as you have been. Rewards customers will be receiving communications in the coming months with specific information about the transition of their rewards program.
- Will I have the same card benefits as I do now?
You will receive a new Guide to Benefits with additional information in early 2014. Please read this document carefully, as your benefits may have some slight variations as a result of the transition.
- My credit card has an annual membership fee. Will it be charged again as a result of the transition?
No, you will not be charged an extra annual membership fee as a result of the transition. Your annual membership fee will be charged 12 months after it billed last, just as it does today.
- My credit card does not have an annual membership fee. Will I be charged an annual membership fee when I receive my new Capital One card?
If you don't currently pay an annual membership fee on your card, you will not be assessed an annual membership fee as a result of the transition to Capital One.
Questions About Your Payments and Balance Transfers
- Where and how should I pay my credit card bill?
Please continue to make payments as you do today. At this time, Capital One branches are not able to accept payments for accounts previously issued by HSBC. As a reminder, the new payment cut-off time is 5 p.m. ET. Payments made online or on the phone by 5 p.m. ET Monday – Saturday, are credited to your account as of the same day and considered on time.
Your payments might not be credited as of the same day if we get them after 5 p.m. ET, anytime on Sunday or anytime on Thanksgiving, Christmas or New Year’s Day. If your payment due date is on a Sunday or one of those holidays, payments made that day will still be considered on time.
- I have automatic transactions set up/charged to my credit card. Will those still work?
Yes. All automatic transactions you previously set up (such as auto payments for gym memberships, etc.) will stay the same.
- Can I transfer balances between HSBC branded and Capital One accounts?
Sorry, but a balance cannot be transferred between accounts issued by Capital One or any of its affiliates or subsidiaries, including accounts formerly issued by HSBC.
- When will you credit my payment to my account?
Starting February 7, 2014, payments that are made online or on the phone by 5pm ET, Monday-Saturday, will be credited to your account as of that day. Payments received after 5pm ET, or anytime on Sunday, Thanksgiving, Christmas, or New Year’s Day may not be credited to your account as of the same day. However, if your payment due date falls on a Sunday or one of those holidays, then payments made that day will still be considered on time. Please note that there is no change to the payment cut off time for payments made by mail. If you mail a payment, please give it 5-7 days to make its way to Capital One. Once you set up your account with Capital One Online Banking, you will have the added convenience of being able to pay your bill with the Capital One Mobile Banking App.
- Why are you changing my payment cut off time?
We are aligning your account with the payment cut off times used for other Capital One accounts.
- Why are you changing my payment cut off time?
- Can I opt out of this change?
Sorry, but you are unable to opt out of this change as we are aligning the payment cut off time times for all Capital One branded products.
- Will my payment due date change?
Some customer payment due dates may change effective with their February 2014 statement. For those who are affected, you will receive a communication about the change via your monthly statement. This communication will advise you that your payment due date will be 7 days later than your current due date. Because of this change, your February statement will include an extra week of charges on your card.
Please be sure to check your monthly statement to see if your account payment due date has changed.
Questions About Your Rewards and Rewards Programs
- I currently have a rewards card product. What will happen with it?
Please keep using your rewards program as you do today. On April 7, 2014 your existing rewards will be automatically converted to Capital One Cash rewards. You’ll begin earning 1% cash back on every purchase, every day. Please remember that March 30th is the last day to redeem rewards under your current program. Any rewards not redeemed under your current program will be available for redemption in the new program after the transition is complete. Rewards customers will receive a communication with more detail about the transition of the rewards program.
- How do I find my current Rewards Balance?
You can find your current rewards balance on your billing statement or by calling the number on the back of your card. Starting April 7, your rewards balance will be visible online at capitalone.com.
- What is the timing of my rewards change? Can I still redeem rewards under my current program?
Your rewards transition to Capital One cash rewards will take effect April 7, 2014. Here are some other important dates to keep in mind.
March 30, 2014: Your last day to redeem rewards under your current program terms.
March 31-April 6, 2014: You won't be able to redeem rewards, but you'll still be earning your rewards under your current program terms.
April 7, 2014: You're up and running with your new Capital One cash rewards. You'll be earning 1% cash back and you'll be able to redeem any new or converted rewards under your new program terms. Any rewards not redeemed under your old program will transfer over to your new rewards program.
- Will I get my new Capital One Rewards card before April 7, 2014?
New Capital One cards will start mailing in the spring. While you won't receive your new card prior to your rewards transition, you should receive it shortly thereafter. But keep in mind that any transactions that post to your account after April 7 will still earn rewards under your new Capital One cash back rewards program. It's important to remember to continue using your current card until you receive your new Capital One card.
- Do I need to take action to enroll in my new Capital One Rewards program?
No. There is nothing you need to do to enroll in your new rewards program - your current program will be automatically switched over. However, if you wish to access and redeem your rewards online, you will need to enroll in Capital One Online Banking. Stay tuned for more information in the coming weeks about how to enroll.
- My current rewards have an expiration date. Will my new Capital One rewards expire?
If your current program rewards are scheduled to expire before April 7, 2014 - yes, they will expire. However, your new Capital One rewards will go into effect on April 7. From this date on, you won't have to worry about your rewards expiring as long as your account remains open. Capital One cash back rewards don't expire!
- Can anyone redeem rewards on my account after my rewards transition to Capital One?
Effective April 7, 2014, only the Accountholder(s) will be able to redeem rewards. However, after this date, the Accountholder(s) will have the option to establish Authorized Rewards Representatives, such as Authorized Users, who can redeem rewards on their behalf.
- Can anyone redeem rewards on my account after my rewards transition to Capital One?
Questions About Online Banking
- I currently use AccountCentral to access my account online. Will that change? Do I need to do anything differently? Will my online banking site change?
You will still be able to use AccountCentral to manage your account until April 3rd. Beginning April 3rd, access to AccountCentral will no longer be available. On April 7th, you will be able to enroll your account with Capital One at Capital One Online Banking to manage it online.
- Will I need to create a new profile in Capital One Online Banking?
Yes. On April 7th, you will need to enroll in Capital One Online Banking if you have not already done so. If you already have a Capital One profile, you can link to your existing profile.
- Do I have to wait until I get my new Capital One credit card to enroll in Capital One Online Banking?
No. You do not have to wait. You can enroll using your existing credit card. Please note that you will need your existing credit card, social security number, date of birth and a valid email address.
- When will I start managing my account at capitalone.com?
As of April 7th, you will need to enroll at Capital One Online Banking to manage your account online. Be sure to set up your preferences such as alerts and paperless statements while you're there. Please note that you'll no longer be able to log into AccountCentral beginning on April 3rd.
- What can I do with Capital One Online Banking?
Capital One Online Banking offers you many conveniences such as viewing your account activity, paying your bill online, setting up recurring payments, viewing previous statements, setting up account alerts, customizing your credit card with our Image Card service, enrolling in paperless statements and much more. For a demo, click here.
- I currently receive my statements online. Will I continue to after my account transitions?
No. All customers will receive paper credit card statements in the mail beginning in March. This is to ensure that you have easy access to your statement during the transition. If you would like to receive paperless statements, you will be able to choose that option when you enroll in Capital One Online Banking after the transition to Capital One on April 7th.
- Why is AccountCentral going to be down from April 3rd to April 7th?
Beginning Thursday, April 3rd, AccountCentral will have a scheduled system outage. AccountCentral will be unavailable to accept payments or view payment activity during this time. On Monday, April 7th, your online banking system will move and be managed through Capital One. You will be able to access and manage your account by going to Capital One Online Banking.
Information About My New Capital One Credit Card
- I have an authorized user on my account. Will our account numbers be changing?
If your account has an authorized user, the authorized user's card will now have a new card number that is different from the number on your card. You will still share the same account.
- My current card expiration date has not expired yet. Can I continue to use it?
Yes. You can continue to use your current card until you receive your replacement Capital One credit card, at which time you should destroy the older card.
- When will I receive my new Capital One replacement credit card?
In April or May you'll get your brand-spanking new card with a Capital One logo on it. This new card will have the same account number as your current card. If your card has multiple users, each user will receive a new card with its own unique card number.
The HEXAGON DESIGN® (AND VARIATIONS), HSBC®, THE WORLD'S LOCAL BANK®, HOUSEHOLD® (AND DESIGN) and HOUSEHOLD BANK® are registered trademarks of HSBC Holdings plc or HSBC Finance Corporation and are used by Capital One by permission. Capital One is the issuer of this account.