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Coronavirus: Guidance and Information

We're here to support you

We know things are uncertain at the moment. And we want you to know that we’re here to help.

We’ll keep updating this page with the latest information and support that we can offer.

Taking a payment holiday could help

If you have been affected by coronavirus and you’re worried about your payments, you can apply for a payment holiday in your online account.

You should only take a payment holiday if you have short-term financial problems. This option is available until early July 2020.

Payment holidays explained

A payment holiday gives you a 3-month break from payments.

During this time, your minimum payment will show as £0 on your statement. We will keep charging interest, which means your balance will increase.

If you’re already on a payment plan or other arrangement then taking a payment holiday might not be suitable for you. We will let you know by email or letter if your application has been successful. We’ll also keep sending you regulatory emails or letters as appropriate.

At the end of your payment holiday, your minimum payment will be higher if you continue to use your card. As a result, it could make keeping up with payments more difficult and will take longer to pay off your balance if you only pay the minimum.

Fraud and scams related to coronavirus

Unfortunately, fraudsters are trying to take advantage of the current situation.

Remember, we'll never message you and ask you to share a one-time passcode. If you see anything on your account that you don't recognise, get in touch.

Here are a few examples of the types of fraud and scams being committed at the moment:

  • Fines, rebates and payment requests sent as texts from fake Government accounts.
  • Information about local coronavirus infections being sold over phone calls by phony research organisations.
  • Bogus cures and testing kits being sold on websites.
  • Sham contracts being offered online by fraudsters.
  • Gift card resale scams by scammers pretending to be the head of a company.
  • Uncertified conference call apps infecting devices with viruses.

Before responding to messages or clicking on links, always make sure they’re from a trusted source. If you’ve any doubts, taking a moment to check before you act could keep you safe from fraudulent activity.

For more information, go to takefive-stopfraud.org.uk  opens in a new tab

For non-urgent queries or to make payments

At the moment, it might be easier for you to make payments or manage your account in the app or your online account.

If you need to get in touch, you can send us a secure message from your online account.

Typically, we will respond within 5 days.

If you haven't already, please download our app:

Capital One Mobile App in the App Store opens in a new tab Capital One Mobile App in Google Play  opens in a new tab

Support and information about making payments

More information about credit card payments and the support we offer is available on our page about Money Worries.

To send us a secure message about your concerns, go to your online account.

Sick pay and benefits while self-isolating

More information about credit card payments and the support we offer is available on our page about Money Worries.

To send us a secure message about your concerns, go to your online account.

If you have been advised to self-isolate, you may be entitled to sick pay and benefits from your employer. For more information, go to theMoney Advice Service  opens in a new tab .

Self employed and experiencing a loss of earnings

If you are self-employed and worried about loss of earnings, help and support is available from the Citizens Advice  opens in a new tab .

Holiday and event cancellations

If your holiday has been affected (such as a cancelled flight) or an event you booked has been cancelled, you should contact your travel provider or event organiser first. You may be able to rearrange the holiday or get a refund.

If you have travel insurance, they may also be able to help.

The Association of British Insurers (ABI) has information on coronavirus' travel implications  opens in a new tab .

Money Advice service also has information on coronavirus, travel insurance and travel plans  opens in a new tab .

If you aren't able to get a refund and you paid on your Capital One card, you may be able to raise a dispute or make a section 75 claim through Capital One. You'll need to complete this form and send it to UKDisputes@capitalone.com. Make sure you include any receipts or other documents. We'll get back to you in 60 working days.

Card suspension because of persistent debt

If you've had a letter or email from us since 1 March saying you're in persistent debt and your card will be suspended if we don't hear from you within a month, don't worry. We're extending the deadline for you to get in touch to 1 October 2020.

We've made this decision following advice from the Financial Conduct Authority. We understand that current challenges mean many customers may not be able to reply within the required month.

Although we won't suspend your card until October, you should still get in touch to set up a repayment plan as soon as you can. The plans are designed to help you to repay your balance faster so you pay less interest.

And even if you can't afford any of the options, we can still help if you get in touch.

A change in your circumstances

For some people, coronavirus is one of many things causing them to feel uncertain at the moment.

If you can relate to this, take a look at the help and support that’s available if your circumstances have changed.

Giving someone third-party access to your account

If you need someone to run your account for a bit, or if someone wants your help managing their finances, then you can apply for third party access.