Appealing AAdvantage Account Closure

 
Old Mar 8, 14, 8:27 pm
  #1  
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Angry Appealing AAdvantage Account Closure

Hello All,

I really need your help here. I'm feeling desperate!!

I've been a great American Airlines customer (have accumulated over 2 Millions Miles with AA) - Got GOLD for life status - and travel extensively with AA. Platinum Status for many years.

From what I can determine from the limited details provided by analyst J C my AAdvantage account is being closed because I returned purchases that were made with my Citibank AA credit card back in 2012/2013. I do not dispute that I did indeed need to return some purchases and I fully expected any miles that were credited to me for the original purchases to be subsequently deducted from my AAdvantage account. Apparently this did not happen; the miles were never deducted from my account. To that, I lay the blame on Citibank, as I cannot see anywhere in the AAdvantage program terms and conditions where the AAdvantage member is required to return the miles, in fact, I don’t even see a method a member can return the miles!

Therefore my AA account is being closed, all my unused miles 900K gone, my issue award tickets canceled.

In few words, a big mess for me.

How do I appeal such a harsh decision??

Ideas? any experience on this?

Last edited by JDiver; Mar 8, 14 at 10:03 pm Reason: redacted non-management employee name per TOS
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Old Mar 8, 14, 8:39 pm
  #2  
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If your Citi card is still open. And you had returned purchases over year ago, the miles would have been deducted back then. Basically, they get deducted from the full amount you would have gotten credited in that later month. However, if this was never done, and your returned purchases totaled 900K miles, then I can see them clearing out your account. But not closing it. What would be the point of that? So you are guessing wrong as to why they did this, American did not actually tell you this is the exact reason, or you are leaving out a lot of important details. Citibank does not own your AAdvantage account. In fact, they tell you in their fine print that AAdvantage is a program operated by AA.
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Old Mar 8, 14, 8:41 pm
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Contact the person who issued the account closure? Contact Customer Relations? Send an email to, or call, another person high up in Customer Relations / Customer service.

http://www.flyertalk.com/forum/ameri...solidated.html
http://www.aa.com/i18n/amrcorp/corpo.../structure.jsp
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Old Mar 8, 14, 9:02 pm
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You need to remove her full name, you can't post that per FT T&Cs.

Now that that is covered, something doesn't add up. OP is leaving something out.
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Old Mar 8, 14, 9:34 pm
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1. As you will find out, AA owns those points, not you. And, AA can close the account for any reason or none at all.

2. If you really want help here, you will have to provide a great more detail as to what actually happened. "Returned some stuff" could be a t-shirt which didn't fit or it could be a couple of diamond rings.

3. When the points weren't debited back when you "returned the stuff", who did you notify? Do you still have the email you sent?
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Old Mar 8, 14, 9:40 pm
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Originally Posted by Often1 View Post
3. When the points weren't debited back when you "returned the stuff", who did you notify? Do you still have the email you sent?
I wouldn't think it would be the customer's responsibility to do this. If I had bought something, and returned it, I think it would be between AA and Citi to figure out how to get the points back. It would never occur to me that I would have to do anything.

I agree though, something is being left out.
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Old Mar 8, 14, 9:40 pm
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Originally Posted by Often1 View Post
1. As you will find out, AA owns those points, not you.
Points? Whatchutalkinaboutwillis?

Miles. They're miles. M-I-L-E-S.
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Old Mar 8, 14, 10:13 pm
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Is this perhaps one of those situations in which someone purchases items on a card, then figures out a way to return them for cash in order to make it appear as though the card purchases remained intact? If so that explains why it might take a while to discover and also why someone may be upset about this (though I imagine that someone would be Citi/the retailer; AA got paid by Citi for those miles and shouldn't care). That's assuming we're taking the OP at face value and s/he didn't realize the importance of such details.
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Old Mar 8, 14, 10:15 pm
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Originally Posted by EagleTX View Post
I returned purchases that were made with my Citibank AA credit card back in 2012/2013. I do not dispute that I did indeed need to return some purchases
Just how much in purchases are we talking about?
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Old Mar 8, 14, 10:18 pm
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Something is rotten in Denmark.
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Old Mar 8, 14, 10:24 pm
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Originally Posted by Fanjet View Post
If your Citi card is still open. And you had returned purchases over year ago, the miles would have been deducted back then. Basically, they get deducted from the full amount you would have gotten credited in that later month.
This is incorrect. Member keeps the miles earned on citi spend, even if purchases are later returned and credited back to the citi card. Citi then reflects a negative mileage balance that is "paid down" by ongoing spending — provided, of course, the card is kept open, and continues to be used.

OP, did you return $x in purchases and subsequently close the citi account before making $x or more in additional purchases?

If so, I could see where AA might consider that to be fraudulent.
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Old Mar 8, 14, 10:24 pm
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Originally Posted by Austinrunner View Post
Something is rotten in Denmark.
'Something is rotten in the state of Denmark'
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Old Mar 8, 14, 10:26 pm
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Originally Posted by EagleTX View Post
How do I appeal such a harsh decision?
You could sue AA or maybe file a complaint with the U.S. Department of Transportation.
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Old Mar 8, 14, 10:28 pm
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Originally Posted by aBroadAbroad View Post
This is incorrect. Member keeps the miles earned on citi spend, even if purchases are later returned and credited back to the citi card. Citi then reflects a negative mileage balance that is "paid down" by ongoing spending provided, of course, the card is kept open, and continues to be used.
Actually. That is what I was trying to say. I have purchased tickets in the past and had them refunded after the statement closing date. So I got the miles posted to my account, and then in the next month, I would just get fewer miles credited (assuming my spend in that second month was greater than the price of that refunded ticket).
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Old Mar 8, 14, 10:37 pm
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Originally Posted by Fanjet View Post
Actually. That is what I was trying to say.
Got it. Sorry for the misunderstanding.

Originally Posted by Austinrunner View Post
You could sue AA or maybe file a complaint with the U.S. Department of Transportation.
Well that advice is a bit premature and extreme. Sarcasm?

Originally Posted by EagleTX View Post
I fully expected any miles that were credited to me for the original purchases to be subsequently deducted from my AAdvantage account. Apparently this did not happen; the miles were never deducted from my account. To that, I lay the blame on Citibank, ...
As asked earlier, did you fail to incur equivalent or greater additional charges to the citi card in question after making those returns? If so, this would be the probable source of your problems.


Btw, welcome to FlyerTalk, EagleTX
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