apparently, there were some suspicious activities detected by Fraud/Compliance department. the tickets that I booked for my family got cancelled very last minute, and the account is frozen now.
- Spoke with an agent that there won't be any compensation because the tickets were booked by rewards points, the points were refund back to the account
- now, the account is locked and I'm not able to use points to book alternate flight for them.. according to the agent, it has to be paid with CC in order to avoid other cancellation..
- zero communication/explanation from AC yet..

anyone has similar experience? how to get the account unlocked? will the AE points be written off?

thanks..