Credit card reward issues

[ctina1218]

I placed a Sephora order online on 7/7/22, using a Sephora credit card reward due to expire this month. I was able to complete my order, but never received a confirmation email so I contacted Sephora customer service. They didn’t see that any order had been placed & advised me to re-order. When I tried to do so, the reward came up as already having been used. Sephora CS advised me to contact Comenity, which I’ve done multiple times with no success. I’ve only been able to get through to a live person once, who told me she had to refer me to another representative & when she transferred me it was to an automated message that informed me to call back later. Does anyone know how I can resolve this or get through to someone that can actually help? I know the Comenity Sephora card website has been having issues for a few weeks & it’s getting VERY frustrating!

[ctina1218]

Just as an FYI to anyone from the Sephora team that may see this, they are now referring me to your customer service telephone number to resolve this issue.

[jennifer07]

Same thing happened to me last week, i had 10 reward on my account and it suddenly disappeared off here a week or so ago, I tried to manually enter it using a code i have on my paper statement. The order appeared to go through but didn't never got a confirmation and CS couldn't find the order, been trying to contact cs at comenity for weeks, via email and phone, finally got someone on the phone but couldn't help and gave me the same canned response that they are doing updates. At this point im filing a complaint with the consumer financial protection bureau. Not cool that i spent a lot of money to get that reward and poof it's gone. now i get a message when i try to use it that it was redeemed but no order was put throught....I had it.

[DaneeBT]

Hi @jennifer07

I am truly sorry about this! Comenity is working to restore all customer service channels and should be able to look into this for you once they are fully up and running again. I recommend contacting them via phone at a later time. Shown below is their contact information.

1-866-841-5037 (Sephora Visa)

1-866-864-7787 (Sephora Visa Signature)

1-866-702-9946 (Sephora Credit Card)

I understand this may be frustrating and I'm sorry for this experience!

Regards,

Danee

[jennifer07]

Okay thanks, i realize you guys are in the dark too, wish they were more transparent with what is going on.  I was told the same but i feel when i contact at a later time, it's still later when i have to call them, lol.  thanks for your reply.

[LaurieBT]

Hi @ctina1218,

I'm so sorry for the difficulty with getting in touch with Comenity! Regretfully we do not have insight into credit card rewards balances on our end. However Comenity can look into this further. Please try contacting them again at: 

1-866-841-5037 (Sephora Visa) 

1-866-864-7787 (Sephora Visa Signature)

1-866-702-9946 (Sephora Credit Card)

Thank you!

Warm regards,

Laurie

[ctina1218]

I’ve called the number provided multiple times this week & cannot speak to an actual person. I’m put in a queue & repeatedly get the message that all representatives are currently busy. I’ve sent messages requesting assistance via the website & am also told to call. Is there any other way to get assistance with this issue? I know this isn’t a Sephora store issue, but I’m getting no help elsewhere.