{"id":"capital-one","page":"https://escalate.alexgaoth.com/#/c/capital-one","html":"https://escalate.alexgaoth.com/c/capital-one/","generated":"2026-10-15","company":{"id":"capital-one","name":"Capital One","aliases":["capital one bank","capitalone","capital one 360","capital one na"],"sector":"bank","parent":"Capital One Financial Corporation","website":"https://www.capitalone.com","official_domains":["capitalone.com"],"security":{"never_asks":[{"kind":"policy","claim":"Capital One will never ask you over the phone for your online banking password, whether you call Capital One or Capital One calls you.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Capital One will never ask you to confirm or verify your personal information in an unsolicited text message.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters spoof the calling number so that a call appears to come from Capital One. When in doubt, hang up and call the number on the back of your debit or credit card.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send text messages to get sensitive information. Capital One says to check that texts and emails come from its usual email domain and text short code.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"suspicious-communications-form","type":"web_form","label":"Capital One Suspicious Communications Form (report calls, texts, emails or letters that impersonate Capital One)","value":"https://www.capitalone.com/help-center/cyber-abuse-form/","purposes":["fraud"],"source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"id":"scam-phone","type":"phone","label":"Call Capital One if you spotted a scam or think your account is compromised","value":"+1-800-227-4825","purposes":["fraud"],"notes":"From outside the U.S., call collect at +1-804-934-2001.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"Capital One, N.A. is a national bank (OCC). Capital One completed its acquisition of Discover in May 2025; Discover Bank merged into Capital One, N.A. Discover card accounts keep their own service channels (see the discover file) and are moving to Capital One through 2026 and early 2027.","channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"card-international-collect","type":"phone","label":"Credit card, calling collect from outside the U.S.","value":"+1-804-934-2001","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"online-support-phone","type":"phone","label":"Credit card online account support","value":"+1-866-750-0873","purposes":["account_access"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"General help, not sure where to start (includes bank accounts)","value":"+1-877-383-4802","purposes":["fee_reversal","frozen_funds","fraud"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"feedback-phone","type":"phone","label":"Feedback and complaints (includes \"Discover, by Capital One\" card accounts)","value":"+1-844-348-8660","purposes":["poor_service","fee_reversal","frozen_funds","billing_error"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/feedback/","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a credit card charge online or in the app","value":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","notes":"Sign in, select the transaction, choose to report a problem and answer the questions. The page also has a printable dispute form.","source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"},{"id":"disputes-mail","type":"mail","label":"Credit card disputes by mail","value":"Capital One Disputes, P.O. Box 30279, Salt Lake City, UT 84130-0279","purposes":["transaction_dispute","billing_error"],"notes":"Mail the printed dispute form here. The contact page shows the same box addressed to Capital One, Attn: Disputes.","source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"},{"id":"fraud-mail","type":"mail","label":"Report suspected credit card fraud by mail","value":"Capital One, P.O. Box 30277, Salt Lake City, UT 84130-0277","purposes":["fraud","unauthorized_charge"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"general-correspondence-mail","type":"mail","label":"General correspondence (credit card, line of credit, small business)","value":"Capital One, Attn: General Correspondence, PO Box 30285, Salt Lake City, UT 84130-0285","purposes":["poor_service","fee_reversal"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"card-lock","type":"portal","label":"Lock a missing or stolen card","value":"https://verified.capitalone.com/auth/signin?Product=Card&Action=cardLock","purposes":["unauthorized_charge","fraud"],"access":"login","source":"https://www.capitalone.com/help-center/fraud-disputes/","last_verified":"2026-10-12"},{"id":"social-x","type":"social","label":"@AskCapitalOne on X","value":"https://x.com/askcapitalone","purposes":["poor_service"],"notes":"Never post account numbers publicly.","source":"https://www.capitalone.com/help-center/contact-us/feedback/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"card-services-phone"},{"rung":"written_complaint","channel":"general-correspondence-mail","note":"Card billing disputes go to the disputes address. The feedback line also takes complaints."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"transaction_dispute","summary":"Contact the merchant, wait until the charge posts, then dispute online, by phone or by mail, ideally within 60 days of the statement.","evidence":["receipts","tracking information","photos","messages with the merchant","statement showing the charge"],"steps":[{"do":"Contact the merchant first. Wait until the charge posts; pending transactions cannot be disputed."},{"do":"Sign in, select the transaction, choose to report a problem and answer the questions.","channel":"dispute-online"},{"do":"Or call the number on the back of the card, or mail the printed dispute form.","channel":"disputes-mail"},{"do":"Answer every evidence request by the date given. Check status in the app or website."},{"do":"If you disagree with the result, follow the appeal steps in the decision notice, then complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Capital One recommends filing a dispute as soon as you identify an issue, ideally within 60 days of the statement date; it may still help after that window.","issues":["transaction_dispute","billing_error"],"source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"},{"kind":"process","claim":"Capital One may give temporary credit for the disputed amount plus related fees or interest, and the dispute process may take up to 90 days.","issues":["transaction_dispute"],"source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"},{"kind":"process","claim":"Failure to provide evidence or information by the date requested could prevent the claim from being processed.","issues":["transaction_dispute"],"source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Lock the card, then report the charge online or by phone.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Lock the card in the app or website.","channel":"card-lock"},{"do":"Report the charge by disputing it online or by calling the number on the back of the card.","channel":"card-services-phone"},{"do":"If Capital One does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Capital One states you are never held responsible for unauthorized charges under its $0 liability for unauthorized charges protection.","issues":["unauthorized_charge","fraud"],"source":"https://www.capitalone.com/help-center/fraud-disputes/report-fraud/","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Lock the card, call the number on the back of the card, and report in writing if needed.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Lock the card.","channel":"card-lock"},{"do":"Call the number on the back of the card.","channel":"card-services-phone"},{"do":"Report suspected credit card fraud in writing.","channel":"fraud-mail"},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if Capital One does not act.","regulator":"cfpb"}]},{"issue":"fee_reversal","summary":"Capital One 360 Checking has no overdraft fees; card fee reversals go through card customer service.","evidence":["statement showing the fee","account history"],"steps":[{"do":"Call and ask for a reversal of the fee.","channel":"card-services-phone"},{"do":"If refused, use the feedback line, then complain to the CFPB.","channel":"feedback-phone"}],"facts":[{"kind":"policy","claim":"Capital One 360 Checking has no overdraft fees. Options are Auto-Decline, Free Savings Transfer and no-fee overdraft.","issues":["fee_reversal"],"source":"https://www.capitalone.com/bank/checking-accounts/online-checking-account/","last_verified":"2026-10-12"},{"kind":"limit","claim":"To qualify for no-fee overdraft, you must regularly deposit at least $250 during two of the previous three calendar months.","issues":["fee_reversal"],"source":"https://www.capitalone.com/bank/checking-accounts/online-checking-account/","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Dispute online or in writing; the billing rights details are on the statement's Billing Rights Summary.","evidence":["statement with the error","account number","amount","why it is wrong"],"steps":[{"do":"Dispute online.","channel":"dispute-online"},{"do":"Send a written dispute to the disputes address.","channel":"disputes-mail"},{"do":"If the error is not fixed, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"The Capital One consumer card agreement says billing rights are explained in the Billing Rights Summary on your statement.","issues":["billing_error"],"source":"https://ecm.capitalone.com/WCM/card/credit-card-agreements-q2-2026/credit-card-agreement-for-consumer-cards-in-capital-one-n.a.pdf","last_verified":"2026-10-12"}]}],"known_blockers":["Online disputes and card lock need sign-in.","Capital One does not publish a dedicated fraud phone number on its fraud pages; it says to call the number on the back of the card."]},"playbooks":{"transaction_dispute":{"company":{"id":"capital-one","name":"Capital One","sector":"bank","website":"https://www.capitalone.com","account_url":null},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Contact the merchant, wait until the charge posts, then dispute online, by phone or by mail, ideally within 60 days of the statement.","evidence":["receipts","tracking information","photos","messages with the merchant","statement showing the charge"],"steps":[{"do":"Contact the merchant first. Wait until the charge posts; pending transactions cannot be disputed."},{"do":"Sign in, select the transaction, choose to report a problem and answer the questions.","channel":{"id":"dispute-online","type":"portal","label":"Dispute a credit card charge online or in the app","value":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","notes":"Sign in, select the transaction, choose to report a problem and answer the questions. The page also has a printable dispute form.","source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"}},{"do":"Or call the number on the back of the card, or mail the printed dispute form.","channel":{"id":"disputes-mail","type":"mail","label":"Credit card disputes by mail","value":"Capital One Disputes, P.O. Box 30279, Salt Lake City, UT 84130-0279","purposes":["transaction_dispute","billing_error"],"notes":"Mail the printed dispute form here. The contact page shows the same box addressed to Capital One, Attn: Disputes.","source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"}},{"do":"Answer every evidence request by the date given. Check status in the app or website."},{"do":"If you disagree with the result, follow the appeal steps in the decision notice, then complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a credit card charge online or in the app","value":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","notes":"Sign in, select the transaction, choose to report a problem and answer the questions. The page also has a printable dispute form.","source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"},{"id":"disputes-mail","type":"mail","label":"Credit card disputes by mail","value":"Capital One Disputes, P.O. Box 30279, Salt Lake City, UT 84130-0279","purposes":["transaction_dispute","billing_error"],"notes":"Mail the printed dispute form here. The contact page shows the same box addressed to Capital One, Attn: Disputes.","source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Capital One recommends filing a dispute as soon as you identify an issue, ideally within 60 days of the statement date; it may still help after that window.","issues":["transaction_dispute","billing_error"],"source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"},{"kind":"process","claim":"Capital One may give temporary credit for the disputed amount plus related fees or interest, and the dispute process may take up to 90 days.","issues":["transaction_dispute"],"source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"},{"kind":"process","claim":"Failure to provide evidence or information by the date requested could prevent the claim from being processed.","issues":["transaction_dispute"],"source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"policy","claim":"Claims and defenses (12 CFR 1026.12(c)): when a merchant does not resolve a dispute about property or services bought with a credit card, the cardholder may assert against the card issuer all claims (other than tort claims) and defenses from the transaction, and may withhold payment up to the amount of credit outstanding for that purchase plus related charges. The issuer may not report that withheld amount as delinquent until the dispute is settled or judgment is rendered.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"Claims-and-defenses limits: the cardholder must first make a good faith attempt to resolve the dispute with the merchant, the purchase must exceed $50, and it must have occurred in the same state as the cardholder's current designated address or within 100 miles of it. The $50 and location limits do not apply when the merchant is the card issuer, is controlled by or controls the issuer, is a franchised dealer in the issuer's products, or got the order through a mail solicitation the issuer made or took part in.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing disputes go to the disputes address. The feedback line also takes complaints.","channel":{"id":"general-correspondence-mail","type":"mail","label":"General correspondence (credit card, line of credit, small business)","value":"Capital One, Attn: General Correspondence, PO Box 30285, Salt Lake City, UT 84130-0285","purposes":["poor_service","fee_reversal"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Online disputes and card lock need sign-in.","Capital One does not publish a dedicated fraud phone number on its fraud pages; it says to call the number on the back of the card."],"security":{"official_domains":["capitalone.com"],"never_asks":[{"kind":"policy","claim":"Capital One will never ask you over the phone for your online banking password, whether you call Capital One or Capital One calls you.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Capital One will never ask you to confirm or verify your personal information in an unsolicited text message.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters spoof the calling number so that a call appears to come from Capital One. When in doubt, hang up and call the number on the back of your debit or credit card.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send text messages to get sensitive information. Capital One says to check that texts and emails come from its usual email domain and text short code.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"suspicious-communications-form","type":"web_form","label":"Capital One Suspicious Communications Form (report calls, texts, emails or letters that impersonate Capital One)","value":"https://www.capitalone.com/help-center/cyber-abuse-form/","purposes":["fraud"],"source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"id":"scam-phone","type":"phone","label":"Call Capital One if you spotted a scam or think your account is compromised","value":"+1-800-227-4825","purposes":["fraud"],"notes":"From outside the U.S., call collect at +1-804-934-2001.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Capital One, N.A. is a national bank (OCC). Capital One completed its acquisition of Discover in May 2025; Discover Bank merged into Capital One, N.A. Discover card accounts keep their own service channels (see the discover file) and are moving to Capital One through 2026 and early 2027.","warnings":[]},"unauthorized_charge":{"company":{"id":"capital-one","name":"Capital One","sector":"bank","website":"https://www.capitalone.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Lock the card, then report the charge online or by phone.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Lock the card in the app or website.","channel":{"id":"card-lock","type":"portal","label":"Lock a missing or stolen card","value":"https://verified.capitalone.com/auth/signin?Product=Card&Action=cardLock","purposes":["unauthorized_charge","fraud"],"access":"login","source":"https://www.capitalone.com/help-center/fraud-disputes/","last_verified":"2026-10-12"}},{"do":"Report the charge by disputing it online or by calling the number on the back of the card.","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"do":"If Capital One does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"card-international-collect","type":"phone","label":"Credit card, calling collect from outside the U.S.","value":"+1-804-934-2001","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a credit card charge online or in the app","value":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","notes":"Sign in, select the transaction, choose to report a problem and answer the questions. The page also has a printable dispute form.","source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"},{"id":"fraud-mail","type":"mail","label":"Report suspected credit card fraud by mail","value":"Capital One, P.O. Box 30277, Salt Lake City, UT 84130-0277","purposes":["fraud","unauthorized_charge"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"card-lock","type":"portal","label":"Lock a missing or stolen card","value":"https://verified.capitalone.com/auth/signin?Product=Card&Action=cardLock","purposes":["unauthorized_charge","fraud"],"access":"login","source":"https://www.capitalone.com/help-center/fraud-disputes/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Capital One states you are never held responsible for unauthorized charges under its $0 liability for unauthorized charges protection.","issues":["unauthorized_charge","fraud"],"source":"https://www.capitalone.com/help-center/fraud-disputes/report-fraud/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing disputes go to the disputes address. The feedback line also takes complaints.","channel":{"id":"general-correspondence-mail","type":"mail","label":"General correspondence (credit card, line of credit, small business)","value":"Capital One, Attn: General Correspondence, PO Box 30285, Salt Lake City, UT 84130-0285","purposes":["poor_service","fee_reversal"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Online disputes and card lock need sign-in.","Capital One does not publish a dedicated fraud phone number on its fraud pages; it says to call the number on the back of the card."],"security":{"official_domains":["capitalone.com"],"never_asks":[{"kind":"policy","claim":"Capital One will never ask you over the phone for your online banking password, whether you call Capital One or Capital One calls you.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Capital One will never ask you to confirm or verify your personal information in an unsolicited text message.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters spoof the calling number so that a call appears to come from Capital One. When in doubt, hang up and call the number on the back of your debit or credit card.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send text messages to get sensitive information. Capital One says to check that texts and emails come from its usual email domain and text short code.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"suspicious-communications-form","type":"web_form","label":"Capital One Suspicious Communications Form (report calls, texts, emails or letters that impersonate Capital One)","value":"https://www.capitalone.com/help-center/cyber-abuse-form/","purposes":["fraud"],"source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"id":"scam-phone","type":"phone","label":"Call Capital One if you spotted a scam or think your account is compromised","value":"+1-800-227-4825","purposes":["fraud"],"notes":"From outside the U.S., call collect at +1-804-934-2001.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Capital One, N.A. is a national bank (OCC). Capital One completed its acquisition of Discover in May 2025; Discover Bank merged into Capital One, N.A. Discover card accounts keep their own service channels (see the discover file) and are moving to Capital One through 2026 and early 2027.","warnings":[]},"fraud":{"company":{"id":"capital-one","name":"Capital One","sector":"bank","website":"https://www.capitalone.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Lock the card, call the number on the back of the card, and report in writing if needed.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Lock the card.","channel":{"id":"card-lock","type":"portal","label":"Lock a missing or stolen card","value":"https://verified.capitalone.com/auth/signin?Product=Card&Action=cardLock","purposes":["unauthorized_charge","fraud"],"access":"login","source":"https://www.capitalone.com/help-center/fraud-disputes/","last_verified":"2026-10-12"}},{"do":"Call the number on the back of the card.","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"do":"Report suspected credit card fraud in writing.","channel":{"id":"fraud-mail","type":"mail","label":"Report suspected credit card fraud by mail","value":"Capital One, P.O. Box 30277, Salt Lake City, UT 84130-0277","purposes":["fraud","unauthorized_charge"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if Capital One does not act.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"card-international-collect","type":"phone","label":"Credit card, calling collect from outside the U.S.","value":"+1-804-934-2001","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"General help, not sure where to start (includes bank accounts)","value":"+1-877-383-4802","purposes":["fee_reversal","frozen_funds","fraud"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"fraud-mail","type":"mail","label":"Report suspected credit card fraud by mail","value":"Capital One, P.O. Box 30277, Salt Lake City, UT 84130-0277","purposes":["fraud","unauthorized_charge"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"card-lock","type":"portal","label":"Lock a missing or stolen card","value":"https://verified.capitalone.com/auth/signin?Product=Card&Action=cardLock","purposes":["unauthorized_charge","fraud"],"access":"login","source":"https://www.capitalone.com/help-center/fraud-disputes/","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing disputes go to the disputes address. The feedback line also takes complaints.","channel":{"id":"general-correspondence-mail","type":"mail","label":"General correspondence (credit card, line of credit, small business)","value":"Capital One, Attn: General Correspondence, PO Box 30285, Salt Lake City, UT 84130-0285","purposes":["poor_service","fee_reversal"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Online disputes and card lock need sign-in.","Capital One does not publish a dedicated fraud phone number on its fraud pages; it says to call the number on the back of the card."],"security":{"official_domains":["capitalone.com"],"never_asks":[{"kind":"policy","claim":"Capital One will never ask you over the phone for your online banking password, whether you call Capital One or Capital One calls you.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Capital One will never ask you to confirm or verify your personal information in an unsolicited text message.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters spoof the calling number so that a call appears to come from Capital One. When in doubt, hang up and call the number on the back of your debit or credit card.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send text messages to get sensitive information. Capital One says to check that texts and emails come from its usual email domain and text short code.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"suspicious-communications-form","type":"web_form","label":"Capital One Suspicious Communications Form (report calls, texts, emails or letters that impersonate Capital One)","value":"https://www.capitalone.com/help-center/cyber-abuse-form/","purposes":["fraud"],"source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"id":"scam-phone","type":"phone","label":"Call Capital One if you spotted a scam or think your account is compromised","value":"+1-800-227-4825","purposes":["fraud"],"notes":"From outside the U.S., call collect at +1-804-934-2001.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Capital One, N.A. is a national bank (OCC). Capital One completed its acquisition of Discover in May 2025; Discover Bank merged into Capital One, N.A. Discover card accounts keep their own service channels (see the discover file) and are moving to Capital One through 2026 and early 2027.","warnings":[]},"fee_reversal":{"company":{"id":"capital-one","name":"Capital One","sector":"bank","website":"https://www.capitalone.com","account_url":null},"issue":{"id":"fee_reversal","name":"Fee reversal"},"playbook_source":"company","summary":"Capital One 360 Checking has no overdraft fees; card fee reversals go through card customer service.","evidence":["statement showing the fee","account history"],"steps":[{"do":"Call and ask for a reversal of the fee.","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"do":"If refused, use the feedback line, then complain to the CFPB.","channel":{"id":"feedback-phone","type":"phone","label":"Feedback and complaints (includes \"Discover, by Capital One\" card accounts)","value":"+1-844-348-8660","purposes":["poor_service","fee_reversal","frozen_funds","billing_error"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/feedback/","last_verified":"2026-10-12"}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"General help, not sure where to start (includes bank accounts)","value":"+1-877-383-4802","purposes":["fee_reversal","frozen_funds","fraud"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"feedback-phone","type":"phone","label":"Feedback and complaints (includes \"Discover, by Capital One\" card accounts)","value":"+1-844-348-8660","purposes":["poor_service","fee_reversal","frozen_funds","billing_error"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/feedback/","last_verified":"2026-10-12"},{"id":"general-correspondence-mail","type":"mail","label":"General correspondence (credit card, line of credit, small business)","value":"Capital One, Attn: General Correspondence, PO Box 30285, Salt Lake City, UT 84130-0285","purposes":["poor_service","fee_reversal"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Capital One 360 Checking has no overdraft fees. Options are Auto-Decline, Free Savings Transfer and no-fee overdraft.","issues":["fee_reversal"],"source":"https://www.capitalone.com/bank/checking-accounts/online-checking-account/","last_verified":"2026-10-12"},{"kind":"limit","claim":"To qualify for no-fee overdraft, you must regularly deposit at least $250 during two of the previous three calendar months.","issues":["fee_reversal"],"source":"https://www.capitalone.com/bank/checking-accounts/online-checking-account/","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[{"id":"cfpb-late-fee-rule","title":"CFPB Credit Card Penalty Fees Rule ($8 late fee safe harbor, 2024)","citation":"89 FR 19128 (March 15, 2024) (Regulation Z, 12 CFR 1026.52(b))","jurisdiction":"us-federal","status":"vacated","summary":"The CFPB's 2024 rule would have set an $8 late fee safe harbor for card issuers that, with their affiliates, have one million or more open credit card accounts. It never took effect: a court stayed it in 2024 and vacated it on April 15, 2025. Do not cite an $8 late fee cap.","source":"https://www.consumerfinance.gov/rules-policy/final-rules/credit-card-penalty-fees-final-rule/","last_verified":"2026-10-12","status_note":"Stayed by the N.D. Texas court in May 2024 (Chamber of Commerce v. CFPB, No. 4:24-cv-00213) and vacated by that court on April 15, 2025 at the CFPB's request after a settlement. The CFPB rule page (last modified June 3, 2024) still says only \"stayed\"; the vacatur date comes from an April 15, 2025 American Bankers Association report, a plaintiff in the case. The current Regulation Z text has no $8 safe harbor.","do_not_cite":"This rule is not in force. Do not cite it as current law."},{"id":"cfpb-overdraft-rule","title":"CFPB Overdraft Lending Rule for Very Large Financial Institutions (2024)","citation":"89 FR 106768 (December 30, 2024); disapproved by Pub. L. 119-10 (S.J. Res. 18)","jurisdiction":"us-federal","status":"repealed","summary":"The CFPB's December 2024 overdraft rule for very large financial institutions (scheduled effective October 1, 2025) was disapproved by Congress under the Congressional Review Act on May 9, 2025 and has no force or effect. Do not cite it. The older Regulation E opt-in rule for ATM and one-time debit card overdraft fees remains in force.","source":"https://www.govinfo.gov/content/pkg/PLAW-119publ10/html/PLAW-119publ10.htm","last_verified":"2026-10-12","status_note":"Not a court vacatur: Congress disapproved the rule under the Congressional Review Act (Pub. L. 119-10, May 9, 2025), so it never took effect and \"shall have no force or effect\". The CFPB rule page (last modified July 2, 2025) still lists it as a final rule with no status note. What remains in force: the Regulation E overdraft opt-in rule (12 CFR 1005.17) and the account agreement.","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing disputes go to the disputes address. The feedback line also takes complaints.","channel":{"id":"general-correspondence-mail","type":"mail","label":"General correspondence (credit card, line of credit, small business)","value":"Capital One, Attn: General Correspondence, PO Box 30285, Salt Lake City, UT 84130-0285","purposes":["poor_service","fee_reversal"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Online disputes and card lock need sign-in.","Capital One does not publish a dedicated fraud phone number on its fraud pages; it says to call the number on the back of the card."],"security":{"official_domains":["capitalone.com"],"never_asks":[{"kind":"policy","claim":"Capital One will never ask you over the phone for your online banking password, whether you call Capital One or Capital One calls you.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Capital One will never ask you to confirm or verify your personal information in an unsolicited text message.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters spoof the calling number so that a call appears to come from Capital One. When in doubt, hang up and call the number on the back of your debit or credit card.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send text messages to get sensitive information. Capital One says to check that texts and emails come from its usual email domain and text short code.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"suspicious-communications-form","type":"web_form","label":"Capital One Suspicious Communications Form (report calls, texts, emails or letters that impersonate Capital One)","value":"https://www.capitalone.com/help-center/cyber-abuse-form/","purposes":["fraud"],"source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"id":"scam-phone","type":"phone","label":"Call Capital One if you spotted a scam or think your account is compromised","value":"+1-800-227-4825","purposes":["fraud"],"notes":"From outside the U.S., call collect at +1-804-934-2001.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Capital One, N.A. is a national bank (OCC). Capital One completed its acquisition of Discover in May 2025; Discover Bank merged into Capital One, N.A. Discover card accounts keep their own service channels (see the discover file) and are moving to Capital One through 2026 and early 2027.","warnings":[]},"billing_error":{"company":{"id":"capital-one","name":"Capital One","sector":"bank","website":"https://www.capitalone.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute online or in writing; the billing rights details are on the statement's Billing Rights Summary.","evidence":["statement with the error","account number","amount","why it is wrong"],"steps":[{"do":"Dispute online.","channel":{"id":"dispute-online","type":"portal","label":"Dispute a credit card charge online or in the app","value":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","notes":"Sign in, select the transaction, choose to report a problem and answer the questions. The page also has a printable dispute form.","source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"}},{"do":"Send a written dispute to the disputes address.","channel":{"id":"disputes-mail","type":"mail","label":"Credit card disputes by mail","value":"Capital One Disputes, P.O. Box 30279, Salt Lake City, UT 84130-0279","purposes":["transaction_dispute","billing_error"],"notes":"Mail the printed dispute form here. The contact page shows the same box addressed to Capital One, Attn: Disputes.","source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"}},{"do":"If the error is not fixed, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"},{"id":"feedback-phone","type":"phone","label":"Feedback and complaints (includes \"Discover, by Capital One\" card accounts)","value":"+1-844-348-8660","purposes":["poor_service","fee_reversal","frozen_funds","billing_error"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/feedback/","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a credit card charge online or in the app","value":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"login","notes":"Sign in, select the transaction, choose to report a problem and answer the questions. The page also has a printable dispute form.","source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"},{"id":"disputes-mail","type":"mail","label":"Credit card disputes by mail","value":"Capital One Disputes, P.O. Box 30279, Salt Lake City, UT 84130-0279","purposes":["transaction_dispute","billing_error"],"notes":"Mail the printed dispute form here. The contact page shows the same box addressed to Capital One, Attn: Disputes.","source":"https://www.capitalone.com/help-center/fraud-disputes/dispute-credit-charge/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The Capital One consumer card agreement says billing rights are explained in the Billing Rights Summary on your statement.","issues":["billing_error"],"source":"https://ecm.capitalone.com/WCM/card/credit-card-agreements-q2-2026/credit-card-agreement-for-consumer-cards-in-capital-one-n.a.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The billing error notice must be written and must be received by the creditor at the address it discloses for billing errors \"no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error\". The rule defines the notice as a written notice, so a phone call alone does not start these rights.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"The notice must let the creditor identify the consumer's name and account number and, to the extent possible, state the consumer's belief and reasons that a billing error exists, and the type, date and amount of the error.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The creditor must send written acknowledgment within 30 days of receiving the notice (unless it resolves the dispute within those 30 days), and must resolve the dispute \"within 2 complete billing cycles (but in no event later than 90 days)\" after receiving the notice.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until the dispute is resolved, the consumer need not pay, and the creditor may not try to collect, the disputed amount and related finance or other charges. The creditor may not report the disputed amount as delinquent or threaten an adverse credit report because it is unpaid.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the consumer pays the card by automatic deduction from a deposit account at the card issuer, the issuer may not deduct the disputed amount if the billing error notice arrives up to 3 business days before the scheduled payment date.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A creditor may not accelerate the debt or restrict or close the account solely because the consumer exercised billing-error rights in good faith.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"If there was an error, the creditor must correct it, credit the disputed amount and related charges, and send a correction notice. If it finds no error, it must send a written explanation and, on request, copies of documentary evidence of the debt.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing disputes go to the disputes address. The feedback line also takes complaints.","channel":{"id":"general-correspondence-mail","type":"mail","label":"General correspondence (credit card, line of credit, small business)","value":"Capital One, Attn: General Correspondence, PO Box 30285, Salt Lake City, UT 84130-0285","purposes":["poor_service","fee_reversal"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Online disputes and card lock need sign-in.","Capital One does not publish a dedicated fraud phone number on its fraud pages; it says to call the number on the back of the card."],"security":{"official_domains":["capitalone.com"],"never_asks":[{"kind":"policy","claim":"Capital One will never ask you over the phone for your online banking password, whether you call Capital One or Capital One calls you.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Capital One will never ask you to confirm or verify your personal information in an unsolicited text message.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters spoof the calling number so that a call appears to come from Capital One. When in doubt, hang up and call the number on the back of your debit or credit card.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send text messages to get sensitive information. Capital One says to check that texts and emails come from its usual email domain and text short code.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"suspicious-communications-form","type":"web_form","label":"Capital One Suspicious Communications Form (report calls, texts, emails or letters that impersonate Capital One)","value":"https://www.capitalone.com/help-center/cyber-abuse-form/","purposes":["fraud"],"source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"id":"scam-phone","type":"phone","label":"Call Capital One if you spotted a scam or think your account is compromised","value":"+1-800-227-4825","purposes":["fraud"],"notes":"From outside the U.S., call collect at +1-804-934-2001.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Capital One, N.A. is a national bank (OCC). Capital One completed its acquisition of Discover in May 2025; Discover Bank merged into Capital One, N.A. Discover card accounts keep their own service channels (see the discover file) and are moving to Capital One through 2026 and early 2027.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"card-services-phone","type":"phone","label":"Credit card customer service (1-800-CAPITAL), for existing Capital One accounts","value":"+1-800-227-4825","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Card billing disputes go to the disputes address. The feedback line also takes complaints.","channel":{"id":"general-correspondence-mail","type":"mail","label":"General correspondence (credit card, line of credit, small business)","value":"Capital One, Attn: General Correspondence, PO Box 30285, Salt Lake City, UT 84130-0285","purposes":["poor_service","fee_reversal"],"source":"https://www.capitalone.com/help-center/contact-us/","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["capitalone.com"],"never_asks":[{"kind":"policy","claim":"Capital One will never ask you over the phone for your online banking password, whether you call Capital One or Capital One calls you.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Capital One will never ask you to confirm or verify your personal information in an unsolicited text message.","source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters spoof the calling number so that a call appears to come from Capital One. When in doubt, hang up and call the number on the back of your debit or credit card.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers send text messages to get sensitive information. Capital One says to check that texts and emails come from its usual email domain and text short code.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"suspicious-communications-form","type":"web_form","label":"Capital One Suspicious Communications Form (report calls, texts, emails or letters that impersonate Capital One)","value":"https://www.capitalone.com/help-center/cyber-abuse-form/","purposes":["fraud"],"source":"https://www.capitalone.com/digital/identity-protection/","last_verified":"2026-10-12"},{"id":"scam-phone","type":"phone","label":"Call Capital One if you spotted a scam or think your account is compromised","value":"+1-800-227-4825","purposes":["fraud"],"notes":"From outside the U.S., call collect at +1-804-934-2001.","source":"https://www.capitalone.com/digital/scam-education/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"other":1},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Capital One — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/capital-one.md","markdown":"## In short\n\nDispute card charges online or in the app, send evidence by the date Capital One asks for, and use the feedback and complaints line (1-844-348-8660) when service goes wrong. In the 12 months to June 2026 Capital One had more CFPB complaints than any other bank in the database, mostly about credit cards and credit reporting, and closed 82.6% of them with an explanation only. If you had a 360 Savings account, check the class settlement over its interest rate. Capital One bought Discover in 2025, and its complaints line also covers \"Discover, by Capital One\" card accounts. Hang up on calls that claim to be Capital One and call the number on your card.\n\n## How complaints actually go\n\n- Capital One's feedback page sends complaints to 1-844-348-8660, which also covers \"Discover, by Capital One\" card accounts; Discover customers use 1-800-DISCOVER (1-800-347-2683). The page gives no mailing address, response time or escalation step. [Capital One: feedback](https://www.capitalone.com/help-center/contact-us/feedback/)\n- A CFPB complaint goes to Capital One for a response, generally within 15 days; a response after 15 days (or after 60 days if it asks for more time) is recorded as not timely. In the 12 months to June 2026, 2 of 32,852 Capital One complaints were not timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CAPITAL%20ONE%20FINANCIAL%20CORPORATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Capital One, N.A. is supervised by the OCC. The OCC asks you to try the bank first; it cannot act as your lawyer, get involved in matters that are in litigation, or seek monetary compensation for you. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n\n## What tends to work\n\n- A CFPB complaint after Capital One's own channel fails: in the 12 months to June 2026, 5,711 of 32,852 complaints (17.4%) closed with monetary or non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CAPITAL%20ONE%20FINANCIAL%20CORPORATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- 360 Savings customers: a revised class settlement got preliminary court approval on January 12, 2026. It provides $425 million in restitution and requires Capital One to match the 360 Savings and 360 Performance Savings rates, which the New York Attorney General estimates is worth about $530 million in future interest. Check the settlement status before you rely on a payment date. [NY Attorney General, January 12, 2026](https://ag.ny.gov/press-release/2026/attorney-general-james-applauds-new-capital-one-settlement)\n- State attorneys general carried the 360 Savings case after the CFPB dropped it: the CFPB sued on January 14, 2025 and voluntarily dismissed the case with prejudice on February 27, 2025, and the New York Attorney General sued in May 2025. A state attorney general complaint is a real escalation route. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/capital-one-national-association-and-capital-one-financial-corporation/) [NY Attorney General, January 12, 2026](https://ag.ny.gov/press-release/2026/attorney-general-james-applauds-new-capital-one-settlement)\n\n## Traps and fine print\n\n- Temporary credit on a card dispute is not final. If Capital One decides the charge was not a billing error, you owe the amount and the interest and fees that built up during the dispute; you get at least 10 days to pay before it can report it as late. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- Capital One is one of four banks (with Synchrony, Citibank and Bread Financial) that issue more than 80% of store credit cards. In December 2024, new store cards from the top 100 retailers had an average APR of 32.66%. [CFPB: the high cost of retail credit cards](https://www.consumerfinance.gov/data-research/research-reports/issue-spotlight-the-high-cost-of-retail-credit-cards/)\n- Capital One is one of the banks that own Zelle's operator, Early Warning Services. The New York Attorney General's 2025 lawsuit alleges Zelle users lost over $1 billion to scams from 2017 to 2023. [NY Attorney General, August 13, 2025](https://ag.ny.gov/press-release/2025/attorney-general-james-sues-company-behind-zelle-enabling-widespread-fraud)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"CAPITAL ONE FINANCIAL CORPORATION\": 32,852. Top products: credit card 12,006, credit reporting 11,137, debt collection 4,056, checking or savings 3,903, vehicle loan or lease 1,227. Top issues: incorrect information on a report 7,134, a purchase shown on a statement 3,462, improper use of a report 2,814, the company's investigation into an existing problem 2,526, managing an account 2,400. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CAPITAL%20ONE%20FINANCIAL%20CORPORATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 32,852 complaints, 27,140 (82.6%) closed with explanation, 4,061 (12.4%) with non-monetary relief and 1,650 (5.0%) with monetary relief; 1 was in progress. 32,850 were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=CAPITAL%20ONE%20FINANCIAL%20CORPORATION&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- J.D. Power 2025 U.S. Credit Card Satisfaction Study: Capital One ranked third among the largest issuers, after American Express and Bank of America. [Bankrate, August 25, 2025](https://www.bankrate.com/credit-cards/news/american-express-continues-to-lead-in-credit-card-satisfaction/)\n\n## Scams that target customers\n\n- Fraudsters spoof phone numbers so a call appears to come from Capital One. Capital One says: \"When in doubt, hang up the phone and call us at the number listed on the back of your debit or credit card.\" [Capital One: scam education](https://www.capitalone.com/digital/scam-education/)\n- Check that texts and emails come from Capital One's usual email domain and short code, and do not pay anyone by wire transfer, prepaid card or gift card. [Capital One: scam education](https://www.capitalone.com/digital/scam-education/)\n- Report a scam by calling 1-800-227-4825 (collect from outside the U.S. at 1-804-934-2001) or through Capital One's suspicious activity form, and also to the FTC at ReportFraud.ftc.gov. [Capital One: scam education](https://www.capitalone.com/digital/scam-education/)\n"},"guide":{"key":"bank","title":"Banks and card issuers — how complaints work","last_verified":"2026-10-12","file":"guides/bank.md","page":"https://escalate.alexgaoth.com/#/guides/bank"}}