I'm already struggling to improve my credit. I pull my reports today and see that it has dropped over 40, 60, and 90 points on the three bureaus!!! I got a Comenity Express Next card maybe 10 years ago and used it off and on, but have kept the account at a zero balance for quite some time.

I bought something for $17.10 for Halloween on 9/30 and thought the auto-pay I'd had set up through their site would cover it. It didn't activate. I didn't notice until 11/1 and set up the payment that day. Done, right? Wrong. It was setup on my bank account and didn't post until 11/4, but they put a $17.10 late fee on my account 11/3.

At this point, I think I'm zeroed out again and go on about my business. Turns out that they also do a $1 minimum charge every month. I'd never seen that before in 10 years. So here's the lineup:
9/30 -$17.10 purchase
11/3 -$17.10 late fee
11/4 +$17.10 payment
11/7 -$1 minimum charge
12/3 -$18.10 late fee
12/8 -$1 minimum charge

I'd checked my account at this point and wrote to them asking for a refund and that they cancel my account. They said they would refund the money and to write to somewhere in Utah to close it. Here's where I'm even more remiss, I see that they refund 18.10 and a .52 finance charge on 1/02 and assume that's the end of that. Nooooope. I completely missed that only covered one late payment.
1/03 -$23.10 late fee
1/08 -$1 minimum balance
2/03 -$23.58 late fee
2/05 -$1 minimum balance

Altogether, today I have a $67.26 balance out of the blue, which is fine, but resulted in an almost 100 point drop on my credit for having a 60-day late payment. I am so devastated.

I can pay this, but should I? I want them to zero out my account like they said they were doing and see if they can reverse the damage to my credit. Is this feasible? Any thoughts? I'm just gutted right now.

The site/app/phone number all say they are having issues with a server update that is taking longer to complete than expected and I’m unable to access anything at all or even speak to a human. This has been going on for several days.

If this persists past when payment is due, will this reflect on my credit as a late payment? What can I do?

If you haven't seen this, it's a flat 2% AmEx cash back card issued through Comenity Financial. It's 1/2% more than the AmEx Cash Magnet.

The good:

They seem fairly generous with credit limits.

No annual fee.

No foreign transaction fees.

Has access to AmEx Offers promotions

Customer support seems to be US based.

iOS and Android app are supposed to be released this fall according to customer service.

No minimum to cash out rewards.

The bad:

The website is a pain and glitchy, on mobile I accidentally did a screen refresh it logged me out.

After creating the account, customer service said to wait at least an hour before trying to log in or else it will get a password error (my reason for calling customer service).

If you pay by phone or need an express payment for same day posting there is a $9.95 fee. According to customer service it may take a few days to post to the account for regular payments (similar to Credit One Bank).

No welcome bonus.

No 0% APR promotions for balance transfers or new purchases.