Frequently Asked Questions
- My income has been impacted by the COVID-19 virus, can you help?
We are here to help. If you find yourself experiencing a financial hardship, please contact us.
- I received a call or text from someone claiming to represent Capital One related to the Coronavirus (COVID-19) situation and asking for my information. What should I do?
These emails and phone calls are not from Capital One. We do not proactively call or email customers asking for personal information, and customers should be mindful of phishing emails and calls concerning or taking advantage of the Coronavirus (COVID-19) situation.
Phishing is an attempt to acquire personal information, sometimes to compromise online banking accounts, by posing as a legitimate company via email or phone. If you believe a phone call could be phishing, hang up and, if you are concerned about your account, contact us directly.
If you believe you have 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 email@example.com.
- After forwarding the email to Capital One for investigation, delete it.
- Be sure to monitor your account and call us if you notice any unusual activity.
- 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 is our top priority. As we address the needs of our customers including those impacted by the COVID-19 situation, call wait times may be longer than usual. In an effort to give you the best customer experience possible, we encourage you to take advantage of our online self-service banking tools.
- View transactions
- Make deposits
- Pay bills
- Lock your card
- Find ATM locations
Thank you for your patience and understanding as we navigate this rapidly evolving coronavirus (COVID-19) situation.
- My travel plans have been canceled and the charges on my card have not been removed. What are my options?
Working directly with the merchant is often the fastest way to resolve your dispute. Many travel providers are changing their policies to be more flexible due to recent travel restrictions, with some allowing you to change or cancel travel plans at no fee. For more information on your options, visit our Disputes Support Center.
- Because of the coronavirus (COVID-19) situation, I filed a dispute on a travel charge. What happens now?
It can take more than 50 days for Capital One to resolve a dispute with the merchant. If the merchant rejects the dispute, responsibility for the disputed amount is based primarily on the merchant’s policies and terms concerning refunds or cancellations.
For example, if you purchased a non-refundable airline ticket, the airline’s policy might permit you to pay a cancellation fee in order to apply the remaining balance to a future flight. In that situation, you would likely be responsible for the disputed amount. If you are responsible, we will remove the temporary credit, and the original charge will be re-applied to your account.
So what can you do if your credit is removed? We encourage you to reach back out to the merchant directly to see if they can help. For links to specific travel providers and more information on your options, visit our Disputes Support Center.
- What if I have upcoming travel booked through Capital One Travel?
If you have already booked airfare through capitalonetravel.com, we recommend visiting the airline's website for the most up to date information on travel restrictions, waivers, trip cancellation or trip changes or visit this site for more information. We are experiencing high call volumes at this time which is leading to long wait times for our customers. If you have a travel-related call and your travel is not within the next 3-5 days, we ask that you call us closer to your travel date.
- Does my card have travel insurance?
All our Capital One card benefits are available on our website. Some cards may have additional trip cancellation/interruption insurance through Visa or Mastercard, which may reimburse cardholders for unused, non-refundable portions of their purchase if the trip is cancelled or interrupted as the result of a covered accident or sickness of an immediate family member. We recommend you contact Visa or Mastercard directly.
- Can I currently book travel with Capital One?
We encourage customers to review health and travel advisories issued by the CDC and other government authorities and the World Health Organization prior to booking any new trips. You can continue to book travel using your Capital One card and at capitalonetravel.com as usual. However, while it’s possible to book travel through capitalonetravel.com, we are unable to book international flights to a number of countries due to concerns over the Coronavirus (COVID-19) outbreak.
We are continuously monitoring recommendations from the Centers for Disease Control & Prevention (CDC) and U.S. government travel restrictions and will update this information as new details emerge. For more detailed information about COVID-19 and country-specific travel restrictions, please visit the Centers for Disease Control at cdc.gov.
- Are your branches and Cafés still open?
The health, safety, and well-being of our associates, customers, and communities remains our top priority. Due to growing public health concern - and in an effort to be proactive - we’ve decided to temporarily close all of our Capital One Cafés nationwide, effective Monday, March 16. Beginning the same day, we will also close a limited number of branches across our footprint. For branches that remain open, we will primarily serve customers from behind protective glass or through drive-throughs. We believe this is the right step to take to help prevent the spread of the virus, and support the health and well-being of our customers, our associates and our communities.
- How will customers know if a Branch or ATM is available?
Our Capital One Locations Finder will be updated several times per day to reflect our operating status across all of our spaces.
- How long will the bank operational changes be in effect?
These operational changes will be in effect until further notice. We are monitoring the situation closely and will notify our associates and customers as soon as any changes are made.
- How are you ensuring the continued safety of your operations?
We are continuing to exercise enhanced deep cleaning protocols in our open branches and operations centers to maintain a safe environment at locations across our footprint. Extra hand sanitizer is also readily available for associates and customers.
- Will I still be able to access ATMs?
Capital One ATMs will remain open 24/7, and we will be temporarily waiving our fee for out-of-network ATMs. Customers will be able to access ATMs at any branch that is currently open. ATMs located in branch or Café entrances will continue to be accessible 24/7 as usual, even if the branch or Café is closed. You can also access our ATMs at select Target® locations, and as of March 18th, we are temporarily waiving the fee we normally charge using an ATM owned/operated by another bank (Note: The owner of that ATM may still charge you fees for that use.) Use our ATM locator to find an ATM near you.
- Should customers withdraw extra money given this pandemic?
We understand this is a time of uncertainty, and that customers may be thinking about making large withdrawals out of precaution. We want to assure our customers that we will ensure continuity of critical services, like teller and cash transactions in the communities we serve.
- How will transactions that cannot be performed at an ATM or drive-up be handled?
Access to money and banking services are essential and we are committed to maintaining continuity of critical services, like teller and cash transactions.
- Are there other ways I can access my account?
We strongly encourage our customers to use Capital One’s digital tools and other resources for self-service banking and 24/7 account access. Customers can access accounts online or by using the Capital One Mobile app at their convenience. From there, customers can make payments, view transactions, check balances, find an ATM, and more. It’s easier and faster (in most cases) to manage accounts digitally, especially given call time waits may be longer than usual.
- What resources do you offer for those that are not as familiar with banking digitally?
We recognize that some customers may need assistance with online banking services. Ready, Set, Bank™ is a complimentary online educational tool designed to equip older adults with step-by-step support providing the basic skills to manage their money and bank online. Viewers can watch the entire series or select individual videos to learn new skills. Short instructional videos are available at www.readysetbank.org. The videos are also available in Spanish on the same website.
- Will customers be able to access their safe deposit boxes?
Yes, any customer who has a safe deposit box at a branch location will be able to access it. Should they need access during this period, we will make special arrangements for them to do so on an appointment basis. Customers should call the operating branch directly.
- How will you service individuals with special needs in the open branches?
While the majority of our branch associates’ customer interactions will be from behind glass or in drive-ups, our associates will still assist customers face-to-face in the lobby to accommodate ADA needs.
- Will business customers still be able to make Night Drops and/or cash or coin requests?
At open branch locations, customers will still be able to make cash/coin requests, and access to Night Drop will not be restricted once the branch is open. Branch associates will access and process night drop deposits following current procedures. We are also prioritizing customer safety and will continue to disinfect and clean night drop locations, in addition to other precautions we’re taking within branch locations.
Last Updated 3/26/2020