Originally Posted by
rainspinner
I discovered my mom's account was deactivated in March this year. We called Aeroplan and they said to send in residency verification documents via email. Sent in a copy of her passport in along with a recent bill in mid-March and it took them just over three months to respond: "Upon review of your document, we removed the account from our audit and reactivated it.".
We were later able to successfully apply for missing mileage from the period it was deactivated. But still not sure why her account was deactivated. We don't participate in the family plan and she flies very infrequently. Maybe just random draw? The three months wait with no response from Aeroplan in the meantime was very frustrating. I can't imagine how much more of a pain it would be if she actually wanted to use her points during that time.
Thank you for sharing. Relieving to hear it worked out in the end, but definitely sounds stressful. If it takes that long I might actually hit the thresholds from no-status currently, to 50k during the fall before it gets reinstated...have no idea how that's going to work out especially with early recognition.
After calling I was also told to email my ID and a bank statement with my address for verification, and when I mentioned that I had recently moved from Sydney (Australia) to Vancouver, the agent noted that this might have be a potential trigger...bit delayed if so since I've been here 2 months already, but IT systems are always strange.
Other point is that I (perhaps foolishly) disabled 2FA on my account recently due to the inconvenience.... definitely turning that back on if/when I get my account back. I also noticed that I went from being able to login to AP right away, to being prompted for a CAPTCHA every time after entering user/pass. Thought nothing of it when it started prompting me, but in hindsight makes a bit of sense...? Unless it happens to be a general rollout.
I also was playing around a lot with making changes to my domestic flex/comfort bookings, resulting in refunds for some itineraries. Was also using some $20 uber codes from others in Facebook groups for most of my bookings.
Having emailed off my documents to the validation address I suppose all I can do now is wait and twiddle my thumbs...