"Missing" Trip Credits - No Response from AA
 

I had a bunch of trip credits and when I was going to book a new flight, I didn't 3 see them in my account (one was still there). I reached via the online chat and after much back and forth over a few days, they indicated that they were used by someone else - as a coincidence the flight on which the credits were used happened the day that I went looking for them, but because the first agent wasn't super helpful, the flight had completed by the time I could tell them it wasn't me or anyone I knew.

I have contacted AA via chat, phone and emails to corporate security and customer relations. AA chat and phone were really not able to help. They said each time that they would send a request to the "appropriate department" but I haven't heard anything. I never received a response from corporate security. I received weekly auto-responses to the email I sent to customer relations for the first 4 weeks or so, but haven't gotten anything in a month now - I first contacted AA on June 14 (the day I noticed the credits were missing). I have a reference number from the customer relations email, but chat and phone representatives aren't able to tell me anything about it.

I keep saying that the credits are missing, but since agents have told me that they were used by people that I do not know, I am thinking something else happened. Though because I want AA to resolve this on their own, I don't want to say something that is going to trigger them to stop communicating (though they really haven't) and tell me to talk to their lawyers. Other than the missing credits, there is no indication that my account was hacked: There was still one credit remaining in my account and none of my contact information or password was changed. Just be safe, I did change my password though.

The amount is over $1,000 USD, so I need to get this taken care of.
Does anyone have any ideas on how I can find out the status of their investigation?
Thanks!

You could try a DoT consumer complaint. Those reportedly get answered by more qualified customer service agents (at most airlines). Keep the story very concise and to the facts.

Try calling web support (or reaching the web support desk somehow), tell them you want help validating your credit balance, and ask if they can help + give you the ticket numbers or record locators purchased with the credits.
I once needed help with credits I thought the balance was off and this is how I was transferred / it transpired.

Personally I would try to get the information first about what happened to these credits (e.g., what ticket numbers). If those aren't your ticket numbers, you can then pursue the question with AA security saying there are ticket numbers not in my name I didn't authorize (here they are) used with my credits.

Multiple agents in chat and on phone provided me with the names of the people that used the tickets purchased with the credits (they always want to start the conversation from scratch instead of looking at previous notes). I told the agents this each time that I have never heard of any of the travelers, and this was in the emails to corporate security and customer relations.

How do I get ahold of someone with "AA security" to make the case directly? I don't see contact information for web support in the Contact Us page on the website.

I see. Here is a post that has a phone number & more info: https://www.flyertalk.com/forum/35903245-post599.html