Sephora Card Fees and Customer Service

[CBWildfire]

Let me start by saying that I've been a member of Commenity Bank for years.  I have multiple cards and outstanding credit.  I pay off all of my cards in full every month to avoid interest and accrue rewards from various stores.  I've had this Sephora card for almost 5 years without issue.  To reiterate: I use it sparingly and pay it off to reap the benefits of the reward program.  

In April of this year, I noticed a $2 minimum interest fee on my statement that had never previously been on my account.  I looked over my bill carefully to ensure everything was paid on time.  It was.  On this same month, I accidentally used a cash advance option for a $25 payment.  No biggie, right?  Well, I got slammed with a $10 fee for that purchase.  Okay, my mistake.  I will pay the almost 50% fee on that purchase and move on with my life.  I figured that interest fee was somehow tied to that cash advance so I didn't make a big deal about it.  I paid it in full as always.  

May's bill rolls around and I see that sneaky little $2 fee again.  Mind you, I didn't have any cash advances this month and I always pay in full, on time.  I called into the company and this is what transpired:

June 17 12:15 PM (agent: Alicia) - She told me that the $2 interest fee is due to the cash advance purchase.  I explained that I paid the fee in April so it shouldn't affect May's bill.  She went on to tell me that the $2 fee is now permanent for the entirety of my time with this credit card.  WHAT?! As you can imagine, I asked to speak with a manager for further clarity.  She "transferred" me but, of course, disconnected the call completely.  

June 17 12:25 PM (agent Ariel) - I called back and had to explain the whole situation again.  Ariel said it had nothing to do with the cash advance and that this $2 fee was part of the card agreement.  I asked when these changes were instituted because I'd never accrued any fees prior to April.  She insisted they had always been there.  While on the phone, I started pulling my previous statements and I explained that I was never previously charged a minimum interest fee.  She told me that she needed to put me on hold to get more information.  She left me on hold for THIRTY minutes and once again, disconnected me.  

I do not have another hour to waste on this stupid $2 fee right now, but I am furious at the poor customer service and lack of concern on their part.  

[keelybt]

@CBWildfire I'm so sorry to hear about this experience! As we do not have access to your credit card account, I would recommend contacting Comenity directly for further assistance with this. I will share this feedback with our credit card partner.