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Old Mar 10, 14, 7:55 am   #1
 
Join Date: Mar 2012
Location: Kansas City
Programs: Hilton Gold, SPG Gold, Priority Club Platinum, Club Carlson Gold, Hyatt Platinum
Posts: 134
Club Carlson Account Compromised

This morning I received an email from Club Carlson that my account information has been updated. The thing is, I wasn't the one who updated it. I logged into my account using my account number and password, and noticed the email was changed to dmdrury@live.com (not my email). I immediately changed the email back and assigned a stronger password. I phoned in Club Carlson and they told me that this was the third call they received this morning about it. For the others, they closed their account and opened a new account. Since I have the Club Carlson Visa, they suggested I call US Bank and have them close my old account and open a new one. Has anyone else experienced this?
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Old Mar 13, 14, 12:53 pm   #2
 
Join Date: Mar 2010
Location: London/Utrecht/Antwerp
Programs: CC Concierge,HH Gold, Eurostar CB, Melia: Platinum, Hyatt : Platinum, Hertz: Gold
Posts: 126
Mine is unchanged.
I hope this is an isolated incident
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Old Mar 18, 14, 11:05 am   #3
 
Join Date: Sep 2013
Posts: 3
I got the same e-mail from CC. I went into my account to check, but by coincidence my status had changed from gold to silver right around that time. I assumed that was what the e-mail was in regards to, and my points were still all there. Yesterday I went back in and my points had been cashed out for paypal and my e-mail address had been changed. CC reset my e-mail address, and returned my points this morning. I won't let something like this get past me again.
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Old Mar 18, 14, 12:20 pm   #4
 
Join Date: Mar 2012
Location: Kansas City
Programs: Hilton Gold, SPG Gold, Priority Club Platinum, Club Carlson Gold, Hyatt Platinum
Posts: 134
Quote:
Originally Posted by deo64 View Post
I got the same e-mail from CC. I went into my account to check, but by coincidence my status had changed from gold to silver right around that time. I assumed that was what the e-mail was in regards to, and my points were still all there. Yesterday I went back in and my points had been cashed out for paypal and my e-mail address had been changed. CC reset my e-mail address, and returned my points this morning. I won't let something like this get past me again.
That's terrible. I'm glad Club Carlson was able to help you out.
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Old Mar 25, 14, 4:36 pm   #5
 
Join Date: Sep 2012
Location: CPH (but living east of the bridge)
Programs: EBD
Posts: 614
Club Carlson Account Compromised

To me this sounds like phishing... did the first mail really came from Club Carlson?
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Old Mar 29, 14, 7:44 pm   #6
 
Join Date: Sep 2009
Posts: 90
My CC account has been compromised as well. Someone used 52k of my points to order two Toys R Us gift cards worth $75. My email address had been changed to an unknown one.

The order date for the gift cards was today's and I tried calling their loyalty program but their offices are closed until Monday. I immediately sent them an email in the hope that they will be able to stop the fraudulent order. Changed the profile back to my email address and changed my password. Very upsetting.

Please keep an eye on your accounts.
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Old Mar 30, 14, 1:09 am   #7
 
Join Date: Nov 2013
Location: HEL
Programs: SK*G, AY G
Posts: 301
Now I cannot log into CCarlson so I wonder if they are fixing some securities there due to accounts compromised
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Old Mar 30, 14, 9:26 am   #8
 
Join Date: Sep 2009
Posts: 90
@FFlash

Same thing happened to me. I couldn't log in because the hacker had changed my email address in my profile to his. Try logging in using your CC number instead of your email and your known password. Once through, be sure to check your profile and see if your email address was changed. If it was, change it back to yours and also be sure to change your password. Hopefully, your points are still there.
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Old Mar 31, 14, 7:02 am   #9
 
Join Date: Jul 2003
Location: Baltimore USA / Germany - Ich spreche deutsch
Programs: LH Sen, BA Silver, SWA A+, *W Plat, HH Gold, HY Plat, PC Plat Amb, CC Gold, MR Gold, AMEX Plat
Posts: 2,405
I had this happen to three hotel accounts back in January and they took points from all three (Club Carlson, Hilton and IC). Club Carlson was immediately on the ball and resolved the situation and deposited the points back in my account within a week. As for Hilton...I'm still waiting on my points and the people I have talked to have been completely useless! IC was so bad that it took them 2 week to block the account and the person actually made a second withdrawl of points before they got on the ball and changed my account number.
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Old Apr 3, 14, 7:49 pm   #10
 
Join Date: Jun 2007
Programs: Delta
Posts: 39
I just discovered my account was hacked to the tune of 109K. Not happy.
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Old Apr 4, 14, 9:32 pm   #11
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Reading this thread, I logged in my account to check My Profile - it seems one cannot change the profile online as the form is grayed out, and it says to contact customer service for profile update.

Not sure if this is a new security measure Club Carlson has put in place. I wonder how the customer service could verify the caller is the rightful account owner?
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Old Apr 5, 14, 12:09 pm   #12
dw
 
Join Date: Jun 1999
Location: New York, NY
Programs: AA Plat, Marriott Gold, Hilton Gold, SPG Gold, Hyatt Plat
Posts: 2,911
Quote:
Originally Posted by Happy View Post
Reading this thread, I logged in my account to check My Profile - it seems one cannot change the profile online as the form is grayed out, and it says to contact customer service for profile update.

Not sure if this is a new security measure Club Carlson has put in place. I wonder how the customer service could verify the caller is the rightful account owner?
I noticed this as well; it's interesting because NOTHING can be changed online at this point, including points/miles earning preferences and communication preferences.

The odd thing is that if one's account has been hacked, you would think that any verification questions customer service would ask could be answered based on what appears in the online account (i.e. address, e-mail, last stays)
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Old Apr 6, 14, 6:43 am   #13
 
Join Date: Jan 2012
Programs: HH Diamond, CC Gold, *G
Posts: 291
They also ask for information that doesn't exist... for a recent attempt to transfer points to my spouse, I was asked to provide the profile's phone number. I tried my landline, and mobile, to no avail.

Confused, I checked my online account, only to realise that there isn't even a field where I would/could have provided my phone number... o.0
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Old Apr 7, 14, 1:08 pm   #14
Company Representative - Radisson Hotels & Club Carlson
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Join Date: Oct 2011
Posts: 24
Dear FlyerTalk Community,

We have discovered some instances of unauthorized access to Club Carlson accounts. We’re currently working on the issue, and have made systems changes to increase security. We will provide more information as we investigate the situation. If you feel as if there has been suspicious activity on your account, please call us at +1 (888) 288 8889.

Thank you.
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Old Apr 8, 14, 7:47 pm   #15
 
Join Date: Apr 2007
Location: now ZRH, previously DTW
Programs: DL-PM; BA-Silver; M&M-Senator; HH-Diamond; SPG-Gold
Posts: 148
Received an email from CC this morning as well saying that my email address and/or password has been recently changed and that a redemption was made in my account. After reading FT, I managed to login to my account using my CC number (as the email address got changed). Phoned CC and the CSR changed my email address back to the original one. As of right now, I have my password reset to something completely different and am waiting for my points to be re-deposited back.

It was just for 7,000 points ($10 gift card) luckily!

as a result, I also changed all my hotel and airline login credentials this morning which was a much bigger hassle

a big for CC though for their ability to react and detect potential fraudulent activities!

I should add that I've not stayed at a CC property since 2010 (and probably haven't logged in to my account for quite a while and never on public computer) and my CC account information is not used anywhere on any other program tracking website online. I guess the hacker probably managed to generate the password randomly? I can't think of any other way as my password can't be guessed otherwise. A bit confused.

Last edited by standardgirl; Apr 8, 14 at 7:54 pm..
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