Understanding the credit card fraud process
Learn about the credit card fraud process, including how to file a claim and what to expect from the investigation.
Understanding the credit card fraud process
Learn about the credit card fraud process, including how to file a claim and what to expect from the investigation.
If you spot a charge that wasn't made by you or anyone else on your account, you can file a fraud claim. Here’s what you can do throughout the process.
Before you file a fraud claim
Double check the details to make sure the charge is fraudulent.
- Talk with authorized users. Find out if anyone authorized to use the account made the transaction.
- Examine your subscriptions. See if you have any free trials that ended or recurring payments that you forgot about.
- 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.
Once you’ve confirmed the charge is fraudulent, you should take action right away.
- Respond to Capital One’s fraud alert, if you got one.
- Lock your card to prevent additional unauthorized charges from going through.
When you file a fraud claim
One of the most convenient ways to report a problem with a charge is in the Capital One app or on the website. To start your fraud claim, select the transaction from your recent transaction list. Then select Report a problem and answer questions about the charge.
After you file a fraud claim
- If you requested a replacement card during the fraud reporting process, you should generally receive your replacement card in about 3-5 business days. If not, you can request a replacement card online. Depending on your card, you may also be eligible to get a virtual card immediately to avoid any spending interruptions.
- Once you have your new card information, update your details anywhere you might have saved it, such as in any digital wallets, websites or apps where you've set up automatic payments (if you use AutoPay, your card information will update automatically). To help get you started, Capital One has compiled a list of your recurring charges and other places your card may be stored online.
Protect yourself for the future
Capital One provides a comprehensive set of features that can help you protect yourself from fraud:
- Add your mobile number to receive 2-way text alerts. If we detect potentially suspicious activity on your account, we’ll send a text. You can reply in the moment to stop fraudulent activity.
- Lock your card with just a few taps in the Capital One Mobile app to try to prevent any unauthorized charges if your card is misplaced, lost or stolen.
- Shop online with virtual card numbers and keep your actual card number to yourself.
- Enable purchase notifications to receive an alert on your phone each time a new purchase is approved on your account. This way, you can spot unauthorized charges the moment they happen.
- Enroll in paperless settings to prevent your personal information from getting exposed through the mail.
- Monitor your credit with CreditWise. Keep a close eye on your credit report and receive alerts anytime a new credit line is opened in your name. Plus, get free Social Security Number dark web monitoring.
What is considered a fraudulent charge?
If you spot a charge that wasn't made by you or anyone else on your account, you can start the fraud claim process.
Some examples of potential fraud include:
- Unauthorized transactions, not made by you or an authorized user on the account
- Small account charges, which hackers sometimes use to avoid detection
- Blocked access to an account
- Changes to a credit report that weren’t authorized, like new credit accounts or unfamiliar addresses
- Unexpected calls from creditors or collection agencies
Will I be held responsible for unauthorized transactions on my credit card?
No, you are never held responsible for unauthorized charges thanks to our $0 liability for unauthorized charges protection.
How long do I have to file a fraud claim?
While there is no time limit for reporting a transaction as fraud, filing a fraud claim right away can protect you from additional unauthorized charges. If the charge is less than 6 months old, you can select the transaction from your recent transactions list in the Capital One app, and then select Report a problem. If more than 6 months has passed, you can still file a fraud claim by calling the number on the back of your card.
How long does the fraud resolution process take?
It takes up to 90 days to complete an investigation for transaction fraud. During that time, we’ll review the details of the claim to make sure the charge was unauthorized.
If you requested a replacement card during the fraud reporting process, you should generally receive your replacement card in about 3-5 business days. Depending on your card, you may also be eligible to get a virtual card immediately to avoid any spending interruptions.
