corporate request form

 
Old Nov 3, 10, 5:29 pm
  #1  
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corporate request form

Sorry if this has been covered, I did not find it in a search.

I've been trying to solve a problem for over 5 months regarding CO deducting unauthorized miles from my OnePass account for an award rebooking.

At one point, a CSR told me to use the corporate request form, which I did. I received an e-mail back that the matter had to be resolved at the departmental level before the corporate request form could be used.

The matter was apparently resolved at the departmental level when I didn't hear back from customer care for over three months. I sent an e-mail to the the corporate request e-mail address over two weeks ago and still haven't heard a thing.

Questions:

1. Will CO respond to e-mails to [email protected] (this is the address for the response from corporate request, including an agent's name) or only the corporate request form itself?

2. What is going on when I receive no response for weeks or months on end?

Thanks.
adlibitum is online now  
Old Nov 3, 10, 5:30 pm
  #2  
 
Join Date: May 2006
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Try COInsider on here...
usa18dca is offline  
Old Nov 3, 10, 5:42 pm
  #3  
 
Join Date: Apr 2005
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Wish I had known to contact someone here when it happened to me years ago.
FT is quite useful for the FFs here!
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Old Nov 3, 10, 6:04 pm
  #4  
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CO is notoriously bad about taking care of things that are outside the "box."

CO Insider will likely get you in the right direction.

Another way to get their attention is to sue them for the value of the miles you're missing.
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Old Nov 3, 10, 6:18 pm
  #5  
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Originally Posted by usa18dca View Post
Try COInsider on here...
Is the protocol to post on the COInsider thread or to send a PM?
adlibitum is online now  
Old Nov 3, 10, 6:19 pm
  #6  
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Originally Posted by adlibitum View Post
Is the protocol to post on the COInsider thread or to send a PM?
PM
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Old Nov 3, 10, 6:20 pm
  #7  
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Originally Posted by channa View Post
CO is notoriously bad about taking care of things that are outside the "box."

CO Insider will likely get you in the right direction.

Another way to get their attention is to sue them for the value of the miles you're missing.
You know, that thought had crossed my mind. Has anyone actually done this? And how do you value their miles?
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Old Nov 3, 10, 6:25 pm
  #8  
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Originally Posted by adlibitum View Post
You know, that thought had crossed my mind. Has anyone actually done this? And how do you value their miles?

I've threatened them before. After wasting my time for hours on a discrepancy, I decided to change my tune to asking them for valuation. That raised some eyebrows, and they started asking questions, I said that I spent enough time with them on this, and it's no longer a matter for them to settle, we'll let a judge decide. I just want a valuation of the miles in question so that I can put down a cash amount on the small claims form.

The agent the got scared, and finally got me through to someone empowered to help. Sad that it took so many calls, so many hours, and a threat of legal action, but this is CO.

That said, I know of one FTer who sued CO (this was back before the CO Insider days, and he was stuck in one of these all-to-common CO COnundrums where nobody can help), and CO settled with him once they got served.
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