Fizzer

All I can say is it's not a very bright hacker and not an FT er. Transferring points to a program where the YQ is often almost as much as a low cost ticket for the flight anyway seems particularly stupid.

silverfalls

When I woke up on 29th Nov, I saw an email from SPG saying my email address was changed around 6 AM that same day. I immediately knew someone had accessed my account and as I was still sleeping at the time when I received the email. I checked my balance and shocked to know someone had wiped out all my SPG points and transferred to Air Canada. For which I don't even have an account. I called up SPG Gold line immediately and reported the fraudulent activity in my account. I was told since I did not authorize the transfer, points will be returned back to my account in 7 days. I had saved almost 80K points and was looking around for a family vacation to use. When I called back yesterday, I was told it will be another 7 days to know the status of my claim. At this point I'm worried as they mentioned status of the claim and not giving back my points.

Did anyone faced with similar situation and what was the outcome or what I should be doing? any help would be appreciated.

Only person I remember sharing the password was to the phone agent, just a week or so before this happened to make a booking using the 25% off points. Not trying to accuse anyone here but other than him, not even my wife knows about my password.

cphurley

No experience with that type of fraud here, but please make sure to come back and update; hopefully after everything is fixed in a timely manner.

silverfalls

Thank you for your response I will keep you all updated as soon as there is resolution.

cozysuite

Saw in this thread. Also transferred to Air Canada.

lcpteck

Btw, you can now setup this verification password online under the "My Profile" page. At the bottom there is a "Verbal Password", that's the one.

You can use it for SPG50 bookings or any kind of transaction with SPG chat or hotline agent that requires a "password".

g8torjenn

Mine was hacked last night. All my points were transferred to Etihad Airlines. Starwood is "looking into it".

silverfalls

Sorry to know that g8torjenn, looks like more cases of unauthorized activity is going on with SPG giving its value in the market. Hopefully you will get your points back soon.

@William/Lurkers, maybe Starwood should add an extra security method when transferring points to other programs or airline miles like verbal password or PIN required to complete the transaction(Please let me know if I can officially request SPG to add this feature or an email address where I can send my comments to).

Starwood Lurker

My apologies for the inconvenience this situation has caused, but you got an email from SPG Accounts Integrity, so I would discuss the possibilities with them.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

g8torjenn

Yeah - just really annoying. You'd think they'd be able to contact the airlines and cancel the ticket as it just happened yesterday, but I suppose that would take too much follow-up.

SeattleSon76

I've seen several of these posts lately, all going to Air Canada. I wonder if there's a particular merchant doing this -- maybe even a hotel? Can the victims compare notes to see if there's a common element? I don't check my account every day and would be pretty annoyed if it was cleaned out one day.

g8torjenn

The Starwood rep said my points were redeemed on Etihad Airways.

silverfalls

Thank you William, Just email them asking for extra security feature when transferring to other airlines/members

silverfalls

Hacker had changed my SPG account's email address to <<username>>@outlook.net . I don't even have an account with Air Canada and I can't even contact them as I don't know what name the hacker users or its frequent flyer number with AC.

MSPeconomist

SPG would know the name and account number to which the transfer was requested, although AC might be able to look up any accounts associated with that email address, especially if you escalate to their fraud department or a supervisor. They should then follow up and ask AC to cancel any fraudulent award tickets before the flights are flown.