Account deactivated. Need help.

[SarahSmile93]

After placing multiple orders during the Rouge sale, my account randomly became “locked for security reasons”, and the website instructed me to call customer service. After calling customer service, I was told this was due to fraud concerns, and they just needed me to answer a few security questions and my account would be reactived in 24-48 hours. 72 hours go by, and I hear nothing back. I try logging in and get the same message that my account is locked for security reasons.

I call customer service again and the first representative reassured me it was a mistake and a supervisor will help me get my account back. After getting disconnected several times, I was able to speak with a supervisor. The supervisor then tells me that the request to reactivate my account was declined. She told me that there is absolutely nothing else she can do. She cannot submit another request to reactivate my account. She said it is a “final business decision that cannot be undone”.

I find this INCREDIBLY hard to believe. Firstly, she was unable to say why my account was deactivated. All she kept repeating was that it’s a “business decision”. Secondly, I did absolutely nothing to violate any sort of policy. My account is only used by me. I don’t buy items in bulk. I do buy a lot during the 20% off rouge sales, but isn’t that the point of the sales?

I am trying to give Sephora the benefit of the doubt since this situation is absolutely ABSURD. I am hoping a representative on here is able to assist. I had to make a new account in order to even make this post (it wouldn’t let me login on my account - they probably want to silence that this is happening).

PLEASE HELP REACTIVATE MY ACCOUNT. I have been Rouge for 10+ years. This is ridiculous.

[keelybt]

@SarahSmile93 I'm sorry to hear about this experience! I will send you a PM for additional information. 

[SarahSmile93]

Thank you! Problem is solved. I am able to log in to my account again.