My mileage plus account was hacked back in November. Someone changed my email and typed random letters into my information. They then bought themselves a camera with the mileage plus awards.

Fulfillment center stopped it (they never did tell me what flagged the shipment but they did not send the camera to a NYC address (on my history) with a foreign name. I live in the Midwest. They did NOT inform me so the hacker still was able to get into my account. (It had a password so is this an inside job?)

The hacker tried again. Used 161,000 miles to buy an APPLE computer.
This time the purchase was shipped ...to another weird foreign name and a NY address also in my buying history)

How I discovered this is my hubby used the account in Jan buying my mom in law a ticket and saw my miles were low. I kn ew I had alot more miles then hubby was telling me. I couldn't get into my mileage plus account online. Took an hour or so to a rep on the phone who got me into my account and then acknowledged the theft because he could see the email was changed and the fields with my information had been changed to the random letters) At the end of the frustrating call he gave me a choice of 150 bucks or 7000 miles. I asked him specifically that the 7000 miles were NOT for the 161,000 miles and he said of course not United will give you those back but I had to contact someone else. The 7000 miles was for my frustration. The number he gave me resulted in a rep saying he couldn't do anything. After trying several 800 numbers I emailed the CEO. Marcia [...]
United Airlines Customer Relations took over and also said she couldn't restore the miles and fraud is working on it. FRAUD has never talked to me but did call my mom in law and hassled her until she said she was my mom in law (The last NAME should have been a tipoff she wasnt the hacker!) Anyway every rep gives me a different number to call and when do they tell me they cannot help. Today I tried United Mileage customer service because thats who Marcia [...] says to call and "put a password on the account" (AUGH IT HAS and always HAD a password) they told me "headquarters will be contacting you" . I asked for a supervisor as they couldn't tell me who the heck "headquarters" is. Supervisor just kept saying sorry but I cannot help you I'll inform them. They won't identify "them" until I said do you mean "FRAUD DEPT? She said yes but refused to give me their number because they don't take calls. So she can't/won't tell me who has the authority to restore my miles and I have to wait for "them" to call me. I call Marcia and never get her. I cannot get into my account now and Marcia leaves me voice mails usually on Friday late (so I get them past 5)advising me to put a password on the account (It HAD a password!!!) and fraud is working on it.

In the meantime I have lost 161,000 miles. This is an account I have had for 10-15 years. They make plenty of $ off me for the charges. But no one seems too concerned that a hacker got into the account , United did not inform me of the first hack, the hacker tried again, stole my miles but me the customer lost the miles and they keep running me around. AUGH! I don't really know what to do next but at least warn people to check their account frequently.

I am not saying this is the case but in this day and age when we are supposed to be "terrorist aware", when someone can use my mileage account to buy a computer or a camera you have to wonder. Fortunately I took screen shots of the hackers changes to my account the night I discovered it because I cannot get to those screens now. If the FBI shows up at my door I can explain this whole thing!

Any suggestions? If not at least FYI, not check your awards frequently. SO much for my trip with my 4 kids and hubby!!!