What the Victoria's Secret Credit Card customer service line does
Victoria's Secret operates a dedicated customer service line for cardholders at 1-800-695-8350. This line handles account questions, payment issues, rewards inquiries, and disputes. You can also reach them through the Victoria's Secret website by logging into your account and selecting the contact option, or by visiting a store in person.
The card is issued by Comenity Bank, which manages the backend of your account — so some issues route to Comenity's team instead. Knowing which company handles your specific problem saves time on hold. Account setup, payment posting, and fraud claims go to Comenity. Store returns, rewards redemption questions, and merchandise-related issues go to Victoria's Secret directly.
Hours vary by season. During peak shopping periods (November through December), lines stay open later and on Sundays. Outside those months, customer service typically closes at 9 p.m. Eastern time on weekdays and does not operate on Sundays. Check the back of your card or the Victoria's Secret website for current hours before calling.
Key Takeaways
- Victoria's Secret credit card customer service is reached at 1-800-695-8350 for account and rewards questions, while Comenity Bank handles payment processing and fraud claims.
- Store-related issues like returns and merchandise questions go to Victoria's Secret; account setup and payment disputes go to Comenity Bank.
- Hours expand during November and December but are limited outside peak season, with no Sunday service most of the year.
- You can also contact support through your online account dashboard or by visiting a physical store location.
When to call Victoria's Secret versus Comenity Bank
Victoria's Secret customer service handles questions about your rewards balance, how to redeem points, whether a purchase earned rewards, and how to use your card in-store or online at Victoria's Secret. They also answer questions about store policies, returns involving the card, and billing disputes related to merchandise you bought.
Comenity Bank handles your actual credit account. Call them if you need to report a lost or stolen card, dispute a charge that did not come from Victoria's Secret, ask about your credit limit, make a large payment, or report fraud. Comenity's number is on the back of your card. They operate 24/7, unlike Victoria's Secret's seasonal hours.
If you are unsure which company should handle your issue, start with Victoria's Secret at the main number. They can transfer you to Comenity if needed, or they can tell you Comenity's direct line and what information to have ready.
What information to have ready before you call
Have your card number or the phone number associated with your account available. Customer service will ask for one or both to pull up your account. If you are calling about a specific transaction, have the date and amount ready — this speeds up the search through your statement.
If you are disputing a charge, have the original receipt or order confirmation if you can find it. For rewards questions, know whether you are asking about points earned, points redeemed, or how many points you currently have. For payment questions, know your most recent payment amount and date.
If you are calling from a different phone number than the one on file, have your Social Security number or date of birth ready for verification. This is a security step and is standard across credit card companies.
How long it takes to resolve common issues
straightforward questions — like your current rewards balance, how to redeem points, or confirming a recent charge posted — usually resolve in one call, often within 10 to 15 minutes once you reach a representative. Wait times vary by season; expect 5 to 10 minutes on hold during off-peak months and 15 to 30 minutes during November and December.
Disputes and fraud claims take longer. You will file the claim in one call, but Comenity Bank then investigates, which typically takes 30 to 60 days. They will contact you by phone or mail with a decision. During that time, the disputed amount may be temporarily removed from your balance while they investigate.
If you need a replacement card because yours is lost or stolen, Comenity can issue one when ready over the phone. Standard delivery takes 7 to 10 business days. Expedited shipping is sometimes available for an additional fee.
Rewards and benefits questions
The Victoria's Secret credit card earns rewards on purchases made at Victoria's Secret and online. The exact earning rate and redemption value depend on which version of the card you hold — there are multiple tiers. Customer service can tell you your current earning rate and show you your points history.
Rewards points do not expire as long as your account remains open and in good standing. If your account is closed or goes into default, you may lose unused points. Customer service can confirm your current points balance and explain any points that were removed from your account.
The card also offers periodic promotions — extra points on certain purchases, double points days, or bonus points for new cardholders. These promotions change frequently. Call customer service or check your email and the Victoria's Secret website to learn about current offers.
What to do if you cannot reach customer service
If you are on hold for longer than you want to wait, ask to be called back instead of staying on the line. Most credit card companies, including Comenity, offer this option. Provide a phone number and preferred time window, and they will call you back when a representative is available.
You can also log into your account online through the Victoria's Secret website and submit a message through the contact form. Response times are usually 24 to 48 hours. For urgent issues like fraud or a lost card, calling is faster than messaging.
If you have a complaint about how customer service treated you or believe an issue was not resolved correctly, ask to speak with a supervisor before you hang up. If that does not help, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB investigates complaints against credit card issuers and lenders.
Frequently Asked Questions
Can I make a payment over the phone with customer service?
Yes. Call Comenity Bank at the number on the back of your card to make a payment by phone. You will need your account number and routing information for your bank account, or you can pay with another credit card. Payments made by phone typically post within one business day.
What if I forgot my online password?
Use the "Forgot Password" link on the Victoria's Secret website to reset it yourself. If that does not work, call customer service and they can help you regain access to your account. Have your card number and Social Security number ready for verification.
How do I report a card that was lost or stolen?
Call Comenity Bank when ready at the number on the back of your card, or call Victoria's Secret at 1-800-695-8350 and ask them to transfer you. Comenity operates 24/7. They will deactivate your card right away and can issue a replacement. Do not wait — fraudulent charges made after you report the card are your responsibility if there is a delay.
Can customer service tell me my credit limit or interest rate?
Yes, but you need to call Comenity Bank, not Victoria's Secret. They manage your credit account and can discuss your limit, rate, and any changes to your account terms. Call the number on the back of your card.
What if a store refused my card?
Call Comenity Bank first to confirm your card is not blocked or frozen due to fraud detection or a missed payment. If the card is active, call Victoria's Secret customer service to ask whether there was a system issue at that store. If neither company can explain it, visit the store again or try a different location to test whether the problem is with your card or that specific store's system.