Originally Posted by Stringcheese12

I’ll start by acknowledging that I did not have 2FA enabled at the time this happened. I accept responsibility for that and am not arguing the ability for someone to have hacked my account

TLDR: someone easily used my points fraudulently and now I cannot for the life of me get it resolved to use my own points. Anyone know how to escalate with customer service?

Have always booked Marriott’s by choice as I thought I liked the brand. Ive intentionally used my bonvoy account to accumulate points so I could treat myself one day. But, because of the below events, I cannot and no one over there seems to care. Their “dedication to the customer” is certainly not showing despite it being a proud core value.

1. Early March 2024, Bonvoy number is somehow fraudulently used to book hotel rooms in Newark New Jersey. I got no notification other than a confirmation email from the actual booked hotel with a name that was very much not my name.

2. I call and finally get through to a rep (after the horrible IVR) who informs me that it was “probably a mistake or mistype of the number and not to worry about it”. They essentially brushed it off. I’m then instructed to call the hotel of the booking on my own and cancel it, which I do. (As much as I love spending my time cancelling a reservation that I didn’t make, I was kind and patient)

3. Bad actor using my points rebooks another hotel.

4. I call bonvoy and speak to someone more helpful who is baffled that the first rep brushed it off, but it takes hours and multiple callbacks to resolve. I’m told my points are refunded and to have a nice day and someone will be in touch to reset my account. Time slips by, no one follows up and it leaves my mind.

Current day: my account is frozen with a pin I did not set. I call and struggle to get a live person. After multiple attempts, I wait on hold. I’m finally instructed to go to the “help” section and find the FAQ about changing my name and using that email as a channel to provide license images to prove my identity and unlock my account (not sure why I couldn’t be told this email via phone). All I wanted was to check my point balance as I look to book a trip with my father in memory of his wife/my mother who recently passed.

I get an email response a day later telling me to call as this can be resolved on the phone and I’m using the wrong channel.

I finally talked to someone helpful who stayed on the phone for almost an hour researching the case and escalating it with their fraud department. He’s very honest and upfront that he doesn’t know how long this will take and that I should keep following up. Weeks have passed and I’ve heard nothing and dread making the 10th bonvoy call that I fear will be mostly spent on the rep getting caught up.

Now I’m booking a trip with another brand and missing out on using my points. Anyone know any route to get some help here!?