Capital One is here to help you with transaction issues. If a transaction was authorized by you but there’s an issue with the product, service or transaction details, you’ll need to file a dispute. If a charge was not authorized by you or anyone on your account, you’ll need to file a fraud claim.
Here’s how to get started...
Double-check the details
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Talk with authorized users: Find out if anyone authorized to use the account made the transaction.
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Examine your subscriptions: See if you have any free trials that ended or recurring payments that you forgot about.
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Investigate an unfamiliar merchant name: Look up the merchant online to see if it has a parent company or a business name different from the one on your statement.
Prepare for the process
When you report a problem with a charge, we’ll ask a few questions like:
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Have you ever given the merchant your credit card information?
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Do you recognize any details of the purchase?
Based on your answers, we’ll determine if your claim is classified as fraud or a dispute.
Report a problem
One of the most convenient ways to report a problem with a charge is in the Capital One app or on the website. To report a problem with a charge, select the transaction from your recent transaction list. Then select Report a problem and answer questions about the charge.
Here’s how to sign up for an online account or download our mobile app.
What kinds of transaction problems can I report?
You can let us know when:
- You're still being charged for something you canceled
- You didn't receive what you paid for
- What you received was not what was described
- You've been charged twice for the same purchase
- You don't recognize a charge
- You think you’re being scammed
Locate the problem in your transaction list in the Capital One app and select Report a problem.
How long until my transaction problem is resolved?
That depends on whether you've filed a dispute claim or a fraud claim.
How do I report a problem with a charge?
One of the most convenient ways to report a problem with a charge is here in the Capital One app or website.
To report a problem with a charge, select the transaction from your recent transaction list. Then select Report a problem and answer questions about the charge.
To file a dispute by mail, download this form.
What’s the difference between a fraud claim and a dispute claim?
If a transaction was authorized by you, meaning you gave the merchant permission to charge you, but there's an issue with the product, service or transaction details, you can dispute the charge. Start the dispute claim process.
If a transaction was not authorized by you, or anyone on your account, you can file a fraud claim. Start the fraud claim process.
