COVID-19 Pandemic Support

Frequently Asked Questions (FAQs)

• What's the best way for me to reach you to get help with my account?

  You can call Customer Care at 1-888-288-8336 (TDD/TTY: 1-888-819-1918). Our team is eager and able to help you, but please be aware that hold times have increased slightly as we help our customers affected by COVID-19. In response to the pandemic, our associates are now working from home and adapting to this new environment. You may be on hold longer than usual. We appreciate your patience.

• How can I get assistance if I'm facing an income disruption due to COVID-19?

  Please call Customer Care at 1-888-288-8336 (TDD/TTY: 1-888-819-1918) to discuss how we can help. We'll partner with you to find a solution that works with your situation.

• I'm a military service member who has been activated because of COVID-19, what are my options?

  Comenity Bank and Comenity Capital Bank are committed to providing our eligible service members' benefits and protections pursuant to the Servicemembers Civil Relief Act (SCRA). Please visit our SCRA page for more information.

• Is my financial information safe during this uncertain time?

  Please rest assured that our always-on comprehensive and robust security program is working hard to protect your personal and financial information. While we know fraudsters thrive in times of uncertainty, we're being especially watchful for cyber criminals looking to take advantage of consumers who may feel particularly vulnerable due to COVID-19.

• What can I do to protect my account?

  Be cautious about outreach to you. While we may try to contact you through phone, email or text, it's important to know we would never ask for your Social Security number or credit card account number. Beware that phishing can occur through email, text messages, voice calls and other means, so please use extreme caution when you receive unsolicited requests for your personal information. Visit our Security page for more information.

• What can I do if I think I've been the victim of fraud?

  If you think you might be the victim of suspicious or fraudulent activity, please call our Account Protection team at 1-800-888-1726 (TDD/TTY: 1-888-819-1918).

• How can I manage my account online?

  You can manage your Worldwide Vacation & Travel Mastercard account online using Account Center. This is a secure and convenient way to access the account information you need 24/7, including viewing balances, making payments and more. Register Here.

• Can I make a payment even if I'm not registered on Account Center?

  Yes, you can make a one-time payment without signing in to Account Center through Comenity's EasyPay.

• My travel plans were impacted by COVID-19. How do I update them?

  Many airlines and hotels are allowing customers to change, cancel, or rebook travel reservations that have been impacted by COVID-19. If you paid for a trip with your Worldwide Vacation & Travel Mastercard, the fastest way to update your plans is to contact your travel provider. With increased call volumes, the quickest way to reach them may be through their website.

• My travel provider hasn't refunded my charges. How do I dispute those?

  If the travel provider is unable or unwilling to assist you with refunding the charge to your credit card, one of our Care Center associates can file a dispute on your behalf. Please call Customer Care at 1-888-288-8336 (TDD/TTY: 1-888-819-1918).