I got an email from Delta today telling me that my account had been suspended for "unusual log-in attempts." Thought it was spam, but turns out that my account really was blocked. And then the fun began.

I spent the next hour trying to get somebody from Delta to figure out what was going on and how to help. They gave me the general customer service number, not the platinum number, so I got a guy with no clue what to do or what was going on. He transferred me to the Platinum desk, where that person wasn't much better. She called somebody in the back office who told me that I had to email them a copy of my driver's license to get the account unlocked. I told her I wanted more information about what was going on, and she transferred me to a supervisor. I asked the supervisor for more details, and why they just couldn't send me a password reset link to my email, and she said that she would check with whatever department handled that. She then transferred me back to the general customer service line.

I finally got a Platinum rep who seemed to have a clue, so she tried to help, but it turns out that the instructions listed on her internal help website were wrong. She was eventually able to find an email address for me to send the information to, although she told me that it would be faster if I faxed it (leading me to have to figure out how to use the fax machine, but that's a different story...). I asked her if she could give me any more details about why the account was locked, since everyone up to that point had been mysterious about it. She said that they didn't tell her anything, but the only thing that could have possibly looked off was that I had booked four reward tickets at the same time a couple of times in the past few months (even though it was for me and three family members, all of whom have the same last name). She also didn't know when it would actually be taken care of. Hoping that I'm not sending the fax into a black hole.

I understand the need for security and I'm guessing that it was a hacker, rather than any action that I might have taken. But seriously, four people and an hour to get this fixed? Not to mention a fax with a copy off my driver's license, rather than a simple password reset email to the address that they know is correct? I'm thinking that there are some kinks in the system.

Mike