Originally Posted by
notquiteaff
Has anyone been able to get customer service via Secure Message to add a new “combine” target?
…
So today I sent them a SM and included a screenshot showing clearly that the Ink account has no transfer targets. I asked them to add my CSR. They replied that they see my CSR as a target. Where?! Is their internal system perhaps showing it, but the bug is that it doesn’t get surfaced in the app or web UI for customers? And they offered to help with moving points (I really want to do that myself).
I followed up with pointing out, again, that the screenshot clearly doesn’t show any transfer targets. Waiting to hear back.
Took several days to get a follow up response:
I understand how important this is for you, and I am happy to further assist. I certainly understand you do not have an option to combine the points on line. Since this may be a technical issue, You will need to contact us at the number on the back of the card and speak to Business Online Technical Support to link your online consumer accounts to your business account. This way you will be able to combine the points.
Our our side, our records do show the accounts ending in 2XXX and 3YYY are link to the business account. for your convenience, reply to this email with the amount of points you wish to transfer and the account number to transfer to and we will be happy to combine the points for you.
3YYY is my CFU and was never linked to the Ink, so clearly what they see as linked is completely irrelevant.
I then submitted a SM request to move most of my points. Response: we have forwarded your request to the appropriate department and it will take 5 business days to process.
I waited four days (fortunately PYB was extended and I had enough points to make a United transfer from the CSR) and nothing happened. Then I had some spare time and decided to call. Asked the INK customer service to link the cards. The agent said I would have to talk to some sort of tech support and she transferred me. The techie lady said it was no longer possible to link cards under different profiles and that I would have to move my personal and business cards under the same business profile (when she said profile I think she meant login). She made it sound like this would work, but also said that I would still retain the ability to log into my personal profile if I wanted to just see my personal cards. That sounded odd to me, so I declined, asked to be transferred back to regular customer service, and they moved my points in five seconds.
Sigh.