For Customers Impacted by the Coronavirus (COVID‑19) Situation

We recognize how difficult and frustrating it is to have your travel plans impacted by the coronavirus (COVID-19) situation. We hope you’re staying safe and are here to help if you’re facing challenges.

Start With the Merchant First

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. We recommend you visit their websites to see what’s available for your situation.

Airlines:
American Airlines, Delta Air Lines, United Airlines, Southwest Airlines. For more airlines, visit this COVID-19 Travel Advisory

Hotels:
Hilton Hotels and Resorts, Marriott International, InterContinental Hotels & Resorts, Wyndham Hotels & Resorts

Cruise Lines:
Carnival Cruise Line, Norwegian Cruise Line, Royal Caribbean Cruises

Other Travel and Lodging Providers:
Airbnb, Booking.com and partners, Expedia and partners

Contacting Capital One

We understand the urgency of changing your travel plans and the frustration of paying for a trip that has been rescheduled or canceled.

If you want to speak to Capital One about a purchase you made, please know that we’re experiencing longer than normal call wait times. If you don’t want to wait on the phone:

  • You can call Capital One later - you can dispute a charge even after the planned travel date.
  • You can reach out to the merchant - working directly with them is often the fastest way to resolve your dispute.
  • You can file a dispute by mail. Review your billing rights to find out more.

Helpful Resources


What Is a Dispute?

If you believe there is an error with a charge on your credit card account, the information on this page will give you some options to investigate and try to resolve it.

Here are some typical situations where you may want to dispute a charge:

  • You didn’t receive merchandise or services you paid for.
  • You canceled a service and you’re still being charged for it.
  • You made a purchase, but the amount on your statement is wrong or you were charged twice.
  • A credit you were supposed to receive didn’t show up on your statement.

As of March 23, Capital One is experiencing longer than normal call wait times. If you don’t want to wait on the phone, we encourage you to review the information on this page to learn about other options for your dispute.


What Happens When You File a Dispute Through Capital One

It can take more than 50 days for Capital One to resolve a dispute with the merchant.

When you file a dispute, we place a temporary credit to your credit card account for the disputed amount, as well as a credit line hold of the same amount. We might remove the hold before review of the dispute is finished, but you may still be responsible for the disputed amount and have the credit removed in the future.

Here’s an overview of what happens after you file a dispute:

  • We may request additional documentation from you related to the dispute.
  • We send information about the purchase and why you’re disputing it to the merchant via Visa or Mastercard and the merchant’s bank.
  • The merchant accepts or rejects the dispute.
  • 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.
  • If you are responsible, we will remove the temporary credit, and the original charge will be re-applied to your account. If the merchant is found responsible, we will not remove the temporary credit.

At any point in this process, you can reach out to the merchant directly to try to resolve your dispute.


How to File a Dispute

Double-Check Charges

Filing a dispute may not always be the best option. Before you dispute a charge, do a quick double-check:

  • Make sure the charge has posted to your credit card account. Capital One can't help you dispute a charge until it has posted. The easiest way to check this is on our website or mobile app. If you don't have online access, you can easily enroll on our Online Banking page.
  • Check with other people authorized to use the credit card account to make sure they didn't make the charge. For example, an authorized user or someone else you have given access might have made the charge.
  • Check your paper and digital receipts—it’s easy to confuse similar charges or forget about tips.

Start with the Merchant First

Working directly with the merchant is often the fastest way to resolve your dispute. We will usually ask you if you have already done this when you contact Capital One to file a dispute.

If you’re contacting the merchant, you could use a message like this:

Hi [name of company],

I purchased [item or service] for [price] on [date].

I would like a refund of [full $ amount or partial $ amount] because [description of problem]. [Optional: I would also like to cancel any future services related to this purchase].

Attached are copies of [description of information you are including] that document this problem.

Please investigate this and let me know if you need any additional information to process this request.

Thank you,

[Your name]

Filing a Dispute Through Capital One

You can file a dispute by phone by contacting us at the number on the back of your card or by calling:

  • From the U.S. or Canada: 1-800-227-4825
  • Internationally: 1-804-934-2001

You can also file a dispute by mail. Review your billing rights to find out more.