Originally Posted by
UNHBuzzard
Update: Looks like points.com directed Icelandair to close my account:
Ryan: Hi, welcome to Points.com Live Chat, how may I help you?
You: Hey Ryan- About a month ago I bought some Icelandair miles, but using my husband's credit card. The transaction ended up getting cancelled for some reason, and then I couldn't login to my Icelandair account. I contacted them & they told me that points.com instructed icelandair to close the account.
You: I'm trying to understand why and what happened to my miles that I paid for?
Ryan: I would be happy to help you with that.
Ryan: One moment please while I check your account. Do you mind holding?
You: By all means
Ryan: Still checking, I appreciate your patience and holding on.
Ryan: I can only confirm that our auditing team did ask Icelandair to close your account.
You: Ok, why though? I can provide copies of our ID's, marriage license, etc? Why was it closed without notifying me?
You: How do I get my miles or money back?
Ryan: I am afraid that I will have to escalate this issue as it is beyond my authorization level.
You: Please do. Right now I've paid for something I haven't received
You: Is there a contact at points.com I can reach out to?
Ryan: I have escalated the issue to our auditing team as they are ones who would have requested your account closed.
You: Ok, is there someone on your auditing team I can contact directly?
Ryan: I'm afraid not.
You: Ok, thanks for your help.
Ryan: I will contact you if there is any news on this front.
You: Please do, I have done nothing wrong, I don't understand why you would have closed my account after spending over $650 with your company
Ryan: I will. Thanks for chatting today.
Now, what is the best approach to bring these people to small claims court? I seriously doubt they'll respond at all.
So given that you probably ran into the same sort of anomaly I always run into (where they should not have closed your Iceland acct but now that this happened, the pipeline has been driven down and going backwards is nearly impossible), then yes, I would seriously consider court. Just go full bore on em...
1) file for not just the $650 but something else that may cover whatever miles or use you lost in the airline account too.
2) state in your complaint that you demand full and detailed reasoning along with any compensation, which should include your time in dealing with this, any expenses (down to the postage stamp, which you must document) and of course, court costs.
3) do not give up for anything. Consider first trying the AG office but since points.com may be in Canada?? I dunno if that will help. But if you do go with the AGO, do that BEFORE you file in SC court. And pick the AGO of YOUR state. Also consider any regulatory boards--maybe find them in their area... and yes, as it does nothing, even logging with the BBB cant hurt. Hit them from all sides and do it now and hard. When you go to SC court, have all detailed records of everything.
4) If you haven't already, do also file the complaint with whatever CC paid for the points and get your money back at least for now.
5) send this whole story to the news of the area in which Points.com is located. They really stink. I wish they were out of business.
good luck
MM