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Post in Customer Support
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Can't Pay Sephora Credit Card Bill Because Comenity Website Is Down

I don't know what to do. I've been trying for the past few days to log into the Comenity website to pay my Sephora Credit Card bill and it keeps saying that the website is experiencing a technical glitch so I can't pay the bill. I think I'm past the due date now and I'm going to pay a late fee + interest and I really can't afford that. It's been days like this though!!! Please help!!! I just want to pay the bill and cancel the card after this experience. 

 

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4 Replies

Re: Can't Pay Sephora Credit Card Bill Because Comenity Website Is Down

Yes, the company is undesirable.  I have also had similar issues back in the spring of 22.  In addition they don't accept payments from American express. I had to pay by money order which was applied a month late. I won't be repurchasing via this card.  

Re: Can't Pay Sephora Credit Card Bill Because Comenity Website Is Down

@gradstudent2019 I'm sorry to hear this!  I recommend contacting Comenity Bank directly for further assistance. Please call:

 

1-866-841-5037 (Sephora Visa) 
1-866-864-7787 (Sephora Visa Signature) 
1-866-702-9946 (Sephora Credit Card)

Re: Can't Pay Sephora Credit Card Bill Because Comenity Website Is Down

UPDATE: The website is now up for me and I was able to schedule a payment. I hope anyone else who was affected by this issue and happens to be reading this was able to get it to work for them too. keelybt thank you for you swift response, but it is quite frankly unacceptable what Comenity has been doing with the Sephora Credit Card. I don't know that this forum is the best place to put these details, but I'm going to put them here in case any future customer or victim comes along these posts. 

 

TL;DR: Comenity is a massive bank that manages numerous credit cards for stores like Sephora and Ulta. Unfortunately, Comenity has not been able to effectively handle these credit card accounts, leading to issues with their website access for due payments, no notifications for payments due despite notifications being set up, incorrect balances, credit rewards not being transferred, and a customer service support team that appears to be packed into a small room (so you can hear all the other reps talking during your call) and severely overworked (not always helpful). Therefore, I would strongly recommend to any prospective Sephora Credit Card holder to not get the card, any current Sephora Credit Card holder to close their account, and Sephora to cut ties with Comenity. For those considering switching to Ulta's credit card, it's also managed by Comenity so please save yourself the hassle. 

 

Issue 1: Website access for due payments

Search "Comenity website down" and many Reddit forums and even Sephora Community forum posts will come up detailing the massive months long outage of the website and customer support line for people holding credit card accounts with Comenity. Comenity scheduled a maintenance that ended up being prolonged indefinitely with no communication to its customers. People were unable to make payments because the website and customer support line was down. These people were taking hits to their credit scores as a result and being charged late fees.

 

Issue 2: No notifications for payments due despite notifications being set up

I have had this Sephora credit card for a few years now, and I have found that their settings for the account like setting up email/text notifications for payments due have not worked. I have also tried to switch to paperless statements, and for months I was still receiving paper statements. I stopped receiving them but now never receive electronic statements. The summary is that their portal is not reliable and working, which should be serious red flags to customers. If their portal does not work properly, what is their security system like for all of our high risk data? These issues may seem minor at a glance, but they are red flags for potentially deeper issues. 

 

Issue 3: Incorrect Balances

I have had to call customer service because I noticed a completely wrong balance due for my Sephora Credit Card. After a 40 min wait for someone to pick up on the Comenity customer service line, I was able to talk to the rep and have them issue a correction, but it was a really frustrating conversation because the rep said the balance would eventually correct itself and there was no need for anyone to do anything. However, I was then charged a late fee even though my payment for the correct balance was not late. This behavior is completely unprofessional and just not worth the stress. 

 

Issue 4: Credit Rewards Not Being Transferred

If you want to get or already have the Sephora Credit Card for cashback/rewards on your frequent Sephora purchases, then you should know that my experience has been the credit rewards are not always being transferred correctly to my account to be able to use. Particularly within the past 3 months, I have not been able to apply a few $10-20 credits to my purchases. Some people could argue that $10-20 is not that much, but in the grand scheme of things the whole point of the credit card for cashback/rewards on reoccurring purchases is to get the cashback/rewards. I have not been reliably getting them, and if you search online many Reddit and Sephora Community Posts report the same experience. If you are looking for cashback/rewards on frequent Sephora purchases, you are better off going with a different credit card. 

 

Issue 5: Comenity Customer Service Support Team

I have had to call Comenity Customer Service and my experience was extremely sobering. The hold time is very long and when a rep does get to you, you can hear the other reps in the background frantically trying to calm other callers down. The reps I have had have been nice, but not always particularly helpful. I would not trust Customer Service to resolve any of the serious issues outlined above. They seem extremely overworked in very poor conditions and not entirely knowledgeable about how to handle different issues that come up. 

 

These issues all demonstrate that Comenity is unable to effectively and reliably offer a Sephora Credit Card, or any other credit card (search Comenity credit card and you will see countless reviews of people holding various store credit cards sharing similar points as me). If you have been a victim to their poor practices, consider submitting an FDIC complaint against Comenity here: https://ask.fdic.gov/fdicinformationandsupportcenter/s/article/Q-How-do-I-file-a-complaint-against-a...

 

I do not know if/when Comenity will be held accountable by the FDIC, but if they do, Sephora as a company will end up with egg on its face for essentially turning a blind eye to its customers' pleas for help with handling the Sephora Credit Card. I know I'm just some person on the internet, and keelybt you are just a single moderator on these community posts, but this situation is serious and if there is any way to reach Sephora higher leadership on this issue I would recommend doing it. 

Re: Can't Pay Sephora Credit Card Bill Because Comenity Website Is Down

I’m experiencing issue making payments online since 3 days ago. I called the customer care and tried to make payment with the phone auto pay. It didn’t work. Then spoke to their customer service and they charge me $9 to pay with their representative. I’m closing the Sephora card. It is ridiculous! 

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