HH Diamond (UK) - Account mysteriously closed
Jul 12, 2016, 2:32 pm
#1
Original Poster
Join Date: Jan 2005
Programs: Aegean Airlines Silver, British Airways Gold, Virgin Atlantic Silver
Posts: 1,740
HH Diamond (UK) - Account mysteriously closed
For the last 3 days I was having problems trying to log-in on-line to make a booking. The password reset email also would not work.
I was logged in on my App but could not make a booking.
Today I called HH Customer Services and was told my account has been closed. They could not tell me why but advised I send an email which I did earlier today. (and sent them a FB message too).
Any ideas why my account could have been closed?
I've only had 3 reservations this year and have another booked for November, Certainly not happy with HH on this
I was logged in on my App but could not make a booking.
Today I called HH Customer Services and was told my account has been closed. They could not tell me why but advised I send an email which I did earlier today. (and sent them a FB message too).
Any ideas why my account could have been closed?
I've only had 3 reservations this year and have another booked for November, Certainly not happy with HH on this
Jul 12, 2016, 3:11 pm
#3
Join Date: Feb 2010
Posts: 284
I believe Hilton have been closing peoples accounts that have had a status match as they suspect that people have been creating false proof of their current status with the competitors
For the last 3 days I was having problems trying to log-in on-line to make a booking. The password reset email also would not work.
I was logged in on my App but could not make a booking.
Today I called HH Customer Services and was told my account has been closed. They could not tell me why but advised I send an email which I did earlier today. (and sent them a FB message too).
Any ideas why my account could have been closed?
I've only had 3 reservations this year and have another booked for November, Certainly not happy with HH on this
I was logged in on my App but could not make a booking.
Today I called HH Customer Services and was told my account has been closed. They could not tell me why but advised I send an email which I did earlier today. (and sent them a FB message too).
Any ideas why my account could have been closed?
I've only had 3 reservations this year and have another booked for November, Certainly not happy with HH on this
Jul 12, 2016, 4:32 pm
#4
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,048
As usual, if you truly did nothing wrong, all will be sorted out in due course. No company alienates customers lightly. You might have been hacked and your account locked as a precaution.
But if you fudged a status match, used a corporate or other code that you aren't entitled to, booked stays for other guests to try to provide status benefits they aren't entitled to, and any other abuse of the system, you might not have much of a case. Let us know how it goes...
But if you fudged a status match, used a corporate or other code that you aren't entitled to, booked stays for other guests to try to provide status benefits they aren't entitled to, and any other abuse of the system, you might not have much of a case. Let us know how it goes...
Jul 13, 2016, 10:44 am
#6
Join Date: Aug 2007
Location: UK
Programs: HHonors Lifetime Diamond, Priority Club Plat, Accor Gold, Flying Blue, Exec Club.
Posts: 963
Has it been over twelve months since your last stay?
Also remember after the first year you will normally need to earn the status from then on with stays, but if you don't you would normally be moved done to an appropriate tier.
Also remember after the first year you will normally need to earn the status from then on with stays, but if you don't you would normally be moved done to an appropriate tier.
Jul 13, 2016, 11:11 am
#7
Join Date: Sep 2013
Location: Paradise
Posts: 1,617
He also status matched last year so his status is valid until March 2017 regardless of any stays.
Jul 14, 2016, 1:16 am
#10
Original Poster
Join Date: Jan 2005
Programs: Aegean Airlines Silver, British Airways Gold, Virgin Atlantic Silver
Posts: 1,740
Jul 14, 2016, 1:20 am
#11
Join Date: Jan 2007
Location: Somewhere in Europe
Posts: 3,362
Inside Flyer (I think it was someone there anyway) posted about two weeks ago now that HH were closing accounts that had been status matched using photoshopped.
They also mentioned then that some genuine ones had been caught in the crossfire. Assuming everything else is in order with your account this is probably what has happened.
It might be worth sending them (and the FT rep) a fresh screenshot of the information you used to match if you still have access to it or can show last years totals.
They also mentioned then that some genuine ones had been caught in the crossfire. Assuming everything else is in order with your account this is probably what has happened.
It might be worth sending them (and the FT rep) a fresh screenshot of the information you used to match if you still have access to it or can show last years totals.
Jul 14, 2016, 4:37 am
#12
Join Date: Feb 2013
Location: DCA
Posts: 7,769
There have been cases in the past where programs have made an error and then asked that the issue not be discussed further, this promise being part of the resolution.
And if you made the error, you'd probably not want to admit wrongdoing.
However if you get a positive resolution and are free to talk about it, then of course we'd all be curious...
And if you made the error, you'd probably not want to admit wrongdoing.
However if you get a positive resolution and are free to talk about it, then of course we'd all be curious...
Jul 14, 2016, 11:52 am
#13
Join Date: Nov 2008
Location: Texas
Posts: 39
This happened to me after a status match from Hyatt. Certainly no photoshopping on my end. A call to the Diamond desk and about 20 minutes on the phone got my account reinstated. No comment from the desk one way or the other about WHY the account closure occurred. The rep said there were no comments on the account either.
Jul 14, 2016, 4:18 pm
#14
Join Date: Aug 2007
Location: UK
Programs: HHonors Lifetime Diamond, Priority Club Plat, Accor Gold, Flying Blue, Exec Club.
Posts: 963
Actually no, I am not misunderstanding.
If no earning in 12 months, it may be closed.
Status matched last year> when last year? May be more than 12 months again. March 2017 from last year? Do you mean March 2016?
Thanks for shooting down.
Last edited by Skimanant; Jul 14, 2016 at 4:29 pm
Jul 15, 2016, 1:11 am
#15
Original Poster
Join Date: Jan 2005
Programs: Aegean Airlines Silver, British Airways Gold, Virgin Atlantic Silver
Posts: 1,740
Thanks to FT Hilton rep my account is open again and I'm still Diamond - still not sure why it was closed though 
Is there an easy way to find out when my Diamond status expires please?
Is there an easy way to find out when my Diamond status expires please?