Return to all help topics

Account

FAQ(s)

  • My account is still open, why is it reflecting as closed on my credit bureau report?
    The prior lender is now reporting your account as "Purchased by another lender" which is considered closed because they are no longer the processor of the account. While the previous processor will continue to report on that trade line for the time period during which they were the owner of your account, Comenity Bank will begin reporting your account starting from the time of the transition and going forward on a second trade line.
  • My credit score was impacted, why?
    We acknowledge that the credit reporting agencies may have re-calculated your score as a result of the changes to your credit report related to the transition to Comenity Bank. Comenity Bank does adhere to acceptable industry practices. Transitioning accounts from one lender to another is common within the credit industry. While we cannot say whether this will have a positive or negative impact to your score, we can confirm the agencies can recalculate your score after Comenity Bank's trade line is created. Questions about how the transition impacted your credit score need to be discussed with the credit reporting agency issuing the score you are viewing.
  • Why hasn't Comenity Bank started credit reporting yet?
    It's very important to us that we report accurate information and so this time has allowed us to validate the information provided to us from the previous processor.
  • What will you be reporting to the credit bureaus in January?
    Comenity Bank will begin reporting a new trade line including activity that has taken place since the time of the conversion and going forward. Your existing trade line with the previous provider will remain and will reflect activity while the account was owned by them. Both trade lines will reflect the original account open date. If you use a credit monitoring service, you may receive a notification from them when the Comenity Bank trade line appears. Please be assured that this is a continuation of your existing account and doesn't necessarily indicate that a brand new account has been opened in your name.
  • What if something on my credit report is wrong?
    Please be assured that every effort was taken to ensure that your credit report is reflecting as intended. Your existing trade line with the previous processor should reflect "Purchased by another lender" and your new trade line with Comenity Bank, once reported, will reflect activity since the time of the conversion and will reflect the current status of your account. If you notice that your individual credit report is not reflecting in the manner as described, you can submit a dispute with the appropriate processor depending on the trade line on which the error appears, or you may contact the credit reporting agency directly.
  • Once Comenity Bank starts reporting, will my credit score change?
    While we cannot say whether this will have a positive or negative impact to your score, we can confirm the agencies can recalculate your score after Comenity Bank's trade line is created. Questions about how the transition impacted your credit score need to be discussed with the credit reporting agency issuing the score you are viewing.
  • I need Account documentation. Where can I find it?
    You can access your Jared The Galleria Of Jewelry Gold Credit Card agreement by visiting the Credit Card Agreement directory. You can also contact Customer Care at (866) 231-0070, TDD/TTY: 1-800-695-1788.
  • Can I update my personal information online?
    You can update personal information at any time by selecting the pencil icons on the My Profile page. We take information security very seriously so some information cannot be changed in order to protect your account privacy. To make changes to information not available online, please send us a message via Secure Message Center or contact Customer Care at (866) 231-0070, TDD/TTY: 1-800-695-1788.
  • Why am I receiving marketing emails?
    When you registered for your Jared The Galleria Of Jewelry Gold Credit Card, you agreed to receive email offers and promotions, as well as other service and product offers. You can sign in and update your email preferences at any time.
  • I need help reading my statement and Account materials.
    We're happy to help you read your statement and other account materials. Please call Customer Care at (866) 231-0070, TDD/TTY: 1-800-695-1788.
  • I want to review my account online. Which browser should I use?
    For the best display and functionality, we recommend the latest version of any of the following browsers: Microsoft Edge, Google Chrome or Safari.
  • I want to increase my credit limit. How do I do this?
    For assistance requesting a credit limit increase, please contact Customer Care at (866) 231-0070, TDD/TTY: 1-800-695-1788.
  • I want to decrease my credit limit. How do I do this?
    For assistance requesting a credit limit decrease, please contact Customer Care at (866) 231-0070, TDD/TTY: 1-800-695-1788.
  • I want to close my account.
    We're sorry to hear that you're considering closing your account. For assistance, please call Customer Care at (866) 231-0070, TDD/TTY: 1-800-695-1788 or send us a message via Secure Message Center.
  • Where can I find eligibility and benefit information for the Servicemembers Civil Relief Act (SCRA)?
    Please visit the Military Servicemembers Civil Relief Act page, for more information or to request SCRA benefits.
  • Why do you need to know my current income?
    Federal law requires us to consider your income before authorizing a credit limit increase. Keeping your income information up to date also makes it easier for us to consider your eligibility for a future credit limit increase.

All Help Topics

Find help fast. Choose a topic below for answers to some of the most frequently asked questions.

Can't find what you're looking for?

Registered accountholders can send us a message via Secure Message Center. Not yet registered? Register now.
Access Secure Message Center

Contact Us

Customer Care
(866) 231-0070
TDD/TTY
1-800-695-1788
Customer Care Hours
  • M-Sa 8 a.m. – 10 p.m. ET
  • Closed: Sundays, New Year’s Day, Easter, Memorial Day, Christmas, Independence Day, Labor Day, Thanksgiving
  • Live Customer Care hours may vary on holidays. Access automated Customer Care 365 days a year, 24 hours a day, 7 days a week.

    Customer Care Address

    Comenity Bank
    PO BOX 182273
    Columbus, OH 43218-2273