Originally Posted by
aww3583
On the contrary, I had an exceptionally positive experience with Hilton's fraud team earlier this year.
My account had been compromised within 12 hours of linking my account to Delta for a co-brand promotion. Hilton automatically shut down my account, notified me, restored my account with a new number, and restored all of my history and points within a 24-hour window.
Others post in this forum indicate that your experience (email only, slow cadence) is SOP.
I am slow to defend Hilton, who I think has let its quality fall fast since Covid, and fails at customer service quite a lot. But I will here. This happened to me, and I had maybe 200K points plus another 100+K locked in a booking. I was terrified because I still had a crappy paying job, so those points meant holiday (and it was only 2021--left that job the next year). ONE phone call. One. It was not a short one, but that same evening, that woman managed to have everything filed and my points restored (the locked in reservation had not been touched). Hilton came through. Of course much of the length was verification and security codes, etc. But why you did not experience this, OP, or a few others, I know not, but like many say, this they do well. I'm grateful.
Oh, and I was, and am, Gold, by virtue of my credit card only, and I am canceling or downgrading before the next AF since they dumped PP, which was the main benefit. So no one special (I am spending 45 nights in a Hilton in a couple months, So maybe I will earn some status the old fashioned way as I do with others!)
Maybe call and find out why this was different for you, OP. I was freaking out when I called (not proud of that). I was not rude or mean to the agent, but I was not a delicate flower type either.