How to contact Victoria's Secret credit card support
Victoria's Secret credit card customer service is available by phone, mail, and online through your account portal. The card is issued by Comenity Bank, so depending on your question, you may reach Comenity directly or Victoria's Secret's own support team.
For billing questions, payment issues, or account problems, call the number on the back of your card — this routes you to Comenity Bank's customer service team. For rewards questions, store returns, or issues specific to the Victoria's Secret shopping experience, contact Victoria's Secret directly through their website or in-store.
Response times vary by channel. Phone support typically connects you within a few minutes during business hours. Mail takes 7 to 10 business days. Online chat and email may take 24 to 48 hours.
Key Takeaways
- The phone number on the back of your card connects you to Comenity Bank, which handles billing, payments, and account access.
- Victoria's Secret's own customer service team handles rewards redemption, store-specific issues, and shopping questions.
- You can view your account balance, make payments, and update your address through the Comenity online portal without calling.
- If you lose your card or suspect fraud, call the number on the back when ready — Comenity can freeze your account within minutes.
- Written disputes about charges must be sent by mail to Comenity's dispute department within 60 days of the charge appearing on your statement.
Reaching Comenity Bank for account and billing issues
Comenity Bank handles the credit card itself: your balance, payment due dates, interest rates, credit limit, and fraud protection. The fastest way to reach them is the phone number printed on the back of your card. Have your account number and the last four digits of your Social Security number ready.
If you cannot find your card, you can also reach Comenity through the Victoria's Secret website. Log into your account, navigate to the credit card section, and look for a "Contact Us" link. This will direct you to Comenity's phone line or online chat option.
Comenity's phone lines are open Monday through Friday, 8 a.m. to 9 p.m. Eastern time, and Saturday and Sunday, 9 a.m. to 6 p.m. Eastern time. Wait times are typically shortest on weekday mornings.
Managing your account online without calling
You can handle many tasks through the Comenity online portal without speaking to anyone. Visit the Victoria's Secret credit card website, click "Log In," and enter your account number and password. If you do not have a login, you can create one using your card number and Social Security number.
From your online account, you can view your current balance, see your recent transactions, make a payment, set up automatic payments, update your mailing address, request a credit limit increase, and read statements. You can also enroll in paperless statements and set up payment reminders.
If you forget your password, use the "Forgot Password" link on the login page. Comenity will send a reset link to the email address on file. If you do not have an email address on file, call the number on the back of your card to update your contact information first.
Handling fraud, lost cards, and account security
If your card is lost or stolen, call the number on the back of your card when ready. Comenity can deactivate it within minutes, and a replacement card will arrive within 7 to 10 business days. You will receive a temporary card number by email if you need to make purchases before the replacement arrives.
If you see a charge you do not recognize, call Comenity right away. Do not ignore it or wait for a statement. Comenity will ask you to describe the charge and may open a dispute on the spot. You have 60 days from the date the charge appears on your statement to report it in writing, but calling first creates a record and may speed up the investigation.
For written disputes, send a letter to the address Comenity provides when you call. Include your account number, the date and amount of the disputed charge, and a brief explanation of why you believe it is incorrect. Keep a copy for your records and send it certified mail so you have proof of delivery.
Reaching Victoria's Secret for rewards and shopping questions
Victoria's Secret's own customer service team handles questions about your rewards balance, how to redeem points, store returns, and issues with your shopping experience. You can reach them through the Victoria's Secret website, by phone at the customer service number listed there, or by visiting a store in person.
When you call Victoria's Secret customer service, have your credit card number or email address ready. They can look up your rewards balance, tell you how many points you have earned, and explain what you can redeem them for. They can also process returns and exchanges if you bought something in-store or online.
Victoria's Secret's phone lines are typically open 7 days a week, though hours vary by season. During the holiday shopping season, they extend hours and may add weekend support. Check the Victoria's Secret website for current hours before calling.
Disputing charges and requesting refunds
If you want to dispute a charge or request a refund, the process depends on whether the charge is recent or from an older statement. For charges from the current month or the previous month, call Comenity Bank first. They can often resolve the issue over the phone or tell you what documentation you need to send.
For charges older than 60 days, you have limited options. Comenity's dispute window closes at 60 days from the statement date, so if you are outside that window, your only recourse is to contact Victoria's Secret directly and ask them to issue a refund to your card. This is slower but sometimes possible if the store made an error.
Keep all receipts and order confirmations. If you are disputing an online purchase, have your order number ready. If you are disputing a store purchase, have the receipt or the date and location of the transaction. The more detail you provide, the faster the dispute moves.
Updating your account information and managing preferences
You can update your mailing address, email address, and phone number through the online portal or by calling Comenity. If you move, update your address as soon as possible so your statements and new card reach you on time. You can also request that statements be sent to a different address temporarily if you are traveling.
If you want to opt out of marketing emails or promotional mail from Victoria's Secret, you can do that through your account settings or by calling Victoria's Secret customer service. Opting out of marketing does not affect your ability to use the card or receive billing statements.
If you want to close your account, call Comenity Bank. They will ask why you are closing it and may offer you a retention offer. If you still want to close it, they will deactivate the card and close the account. Any remaining balance will still be due, and you will continue to receive statements until the balance is paid in full.
Frequently Asked Questions
What is the phone number for Victoria's Secret credit card customer service?
The number is on the back of your card. This connects you to Comenity Bank, which issues the card. If you do not have your card, you can find the number on the Victoria's Secret website under the credit card section, or call Victoria's Secret's main customer service line and ask them to transfer you to Comenity.
Can I make a payment over the phone?
Yes. Call the number on the back of your card and tell Comenity you want to make a payment. Have your bank account information or another payment method ready. You can also make a payment online through the Comenity portal, which is faster and does not require waiting on hold.
How long does it take to get a replacement card?
A replacement card usually arrives within 7 to 10 business days. If you need to make a purchase before it arrives, ask Comenity for a temporary card number, which they can email to you. Some locations also allow you to use your phone number or email to make a purchase in-store while you wait for the physical card.
What should I do if I do not recognize a charge on my statement?
Call Comenity Bank when ready using the number on the back of your card. Do not wait for a statement to arrive. Tell them the charge is unfamiliar, and they will open an investigation. You have 60 days from the statement date to report it in writing, but calling first creates a faster record and may resolve it sooner.
Can I increase my credit limit?
Yes. You can request a credit limit increase through the online portal, or call Comenity Bank and ask. Comenity will review your account and may approve an increase on the spot or tell you they need to review your credit. Hard inquiries are not always required for existing cardholders, but it depends on how much you are asking for.