A few weeks ago I logged into my SkyMiles account to book an award ticket and my mileage balance mysteriously dropped from 68,555 to -43,369 points! A total of 111,924 miles were deducted from my account. After reviewing my activity history and seeing no suspicious activity I called Delta.

I've had multiple calls with Delta and the most information they can share is that on March 9th of this year a member on the Skymiles team went into my account and manually adjusted 2 trips I took (both booked on dl.com). One trip was in Nov. 2023 and the other in January of this year, and both were operated by their partner KLM and both were "incorrectly" posted. I've been a DM for a decade, am a MM, and have taken over 50 partner flights across KL, VS, AF, AZ, MU and KE over the past 8 years, all of which were credited back to DL and not one has ever posted incorrectly. Now all of a sudden 2 in a row have and somehow a Skymiles rep in early March got a sixth-sense so they went into my account and found them months later? None of it makes sense.

I've spoken with 2 different DL Supervisors, one out of Cincinnati and the other in Hibbing, MN, both of which were fantastic btw, and neither can explain why this happened or what prompted it to happen. This is amplified by the fact that the team that handles looking into this isn't a customer facing team, so the Supervisors have to play "middle man" and continue to go back and forth between me and this internal Skymiles desk, which elongates this process and makes it more complicated. Both times the outcome is "The SkyMiles team is re-que'ing both trips, please give it 24-hours to update." After each re-que it gets messier and messier. 1-2 segments of each trip gets awarded $0 MQD, 0 Miles, 0 MQM's (2023 trip).

The most frustrating part of all - I've asked both Supervisors to please ask the Skymiles rep what was the original mileage I was awarded that was incorrect and both times the answer has been the same - "they can't see that." When I ask them "How is it possible then that the Skymiles team knew the original mileage awarded was incorrect then to manually fix it?" (remember this was a manual audit by an agent months after my trips) - they can't answer it. So Delta can see flight history, ticket history, your call history....but not mileage history? I find that very hard to believe.

Delta is adamant the -43,369 balance is correct but cannot tell me how they arrived at the 111,924 miles they deducted. Has anyone else had this happen, or can anybody direct me where (what department) I need to escalate this to so I can get a data-backed and transparent answer on what is going on? Thank you in advance!