"Your account has been suspended due to a security risk" frustration
#31
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,041
Sent one in via PDF in email and got that message. Sent it again, and got same reply. Called in and a different agent pulled up file to see what wasn't appearing correctly. Agent laughed. They told me the first ageng had the screen size set to to something like 20% instead of 100%. Just had no clue you could adjust size of picture.
#32
In memoriam, FlyerTalk Evangelist
Join Date: May 2005
Location: PIT
Programs: DM life is over 2MM PM now & NW MillionAir Wyndham Rewards Plat -Hotels.com Silver -Accor Silver
Posts: 15,408
I hafto send in copies of drivers licenses of new limo drivers and renewed licenses to the airport authority all the time, and I got really tired of the "not legible" response using the fax machine. I tried lighter / darker & larger. Now, I simply take a picture of them with my phone, and attach the file to an eMail. Works great!
#33
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
The phone security thing is a problem worldwide. The only good solution is likely to have a secure means of establishing a mobile phone # and a backup # which can be accomplished when one has time and is in private. Thereafter, the agent sends a code via text which one then reads back. Doesn't matter who hears it because it's only for single use.
Larger issue is that people want instant access and also want the business to be liable for breaches.
Larger issue is that people want instant access and also want the business to be liable for breaches.
#34
FlyerTalk Evangelist
Original Poster
Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,644
Finally solved, not surprisingly, over the phone (with an assist from a couple of helpful reps).
One downside to the whole process is that, because the system saw my account as blocked, it directed me to the general number instead of the Platinum line. Finally got myself to a Platinum rep. Explained the situation again and asked her what I could do, since my ID couldn't be read. She called the SkyMiles desk and, from what I can tell, set up a triage situation where the SM desk representative found my fax, compared it with a copy of my ID that I sent via email and relayed instructions to the Platinum representative on resetting the password. Problem solved. The new password site asked me for security questions, so hopefully, that will help in the future.
Thanks all for letting me vent.
Mike
One downside to the whole process is that, because the system saw my account as blocked, it directed me to the general number instead of the Platinum line. Finally got myself to a Platinum rep. Explained the situation again and asked her what I could do, since my ID couldn't be read. She called the SkyMiles desk and, from what I can tell, set up a triage situation where the SM desk representative found my fax, compared it with a copy of my ID that I sent via email and relayed instructions to the Platinum representative on resetting the password. Problem solved. The new password site asked me for security questions, so hopefully, that will help in the future.
Thanks all for letting me vent.
Mike
#35
In memoriam, FlyerTalk Evangelist
Join Date: May 2005
Location: PIT
Programs: DM life is over 2MM PM now & NW MillionAir Wyndham Rewards Plat -Hotels.com Silver -Accor Silver
Posts: 15,408
#36
FlyerTalk Evangelist
Original Poster
Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,644
#38
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,369
#39
Join Date: Mar 2015
Location: NYC/ EWR/ PHL
Programs: UA Platinum, Hilton Gold, Hyatt Discoverist, Marriott Gold, IHG Platinum
Posts: 2,209
Finally solved, not surprisingly, over the phone (with an assist from a couple of helpful reps).
One downside to the whole process is that, because the system saw my account as blocked, it directed me to the general number instead of the Platinum line. Finally got myself to a Platinum rep. Explained the situation again and asked her what I could do, since my ID couldn't be read. She called the SkyMiles desk and, from what I can tell, set up a triage situation where the SM desk representative found my fax, compared it with a copy of my ID that I sent via email and relayed instructions to the Platinum representative on resetting the password. Problem solved. The new password site asked me for security questions, so hopefully, that will help in the future.
Thanks all for letting me vent.
Mike
One downside to the whole process is that, because the system saw my account as blocked, it directed me to the general number instead of the Platinum line. Finally got myself to a Platinum rep. Explained the situation again and asked her what I could do, since my ID couldn't be read. She called the SkyMiles desk and, from what I can tell, set up a triage situation where the SM desk representative found my fax, compared it with a copy of my ID that I sent via email and relayed instructions to the Platinum representative on resetting the password. Problem solved. The new password site asked me for security questions, so hopefully, that will help in the future.
Thanks all for letting me vent.
Mike
#41
Join Date: Jul 2008
Location: Exactly where I want to be
Programs: IHG Gold,SPG Gold, HH Gold, Marriott Gold, Hyatt Discoverist, Delta Kettle, AMEX Plat, DL AMEX Plat
Posts: 1,434
I'm the person who started the "account hacked" thread. Well, it's been total crickets from Delta. I've called a few times. First time the on line agent just said I had to wait it out for 3-4 weeks. Second time, the on line agent said they were waiting for my DL to be faxed (what's a fax???) - I never was told I had to do that. No access to a fax, so the agent had me take a photo of my DL and email it in. Problem is, I can't add my FF# to the email - the agent saw that, even though she could see the FF#. She said to just put that on the first line of the email. I've done that, no replies. When I talked to the agent after the first 3 weeks and was told about the DL, she said the clock starts again and it would be another 3-4 weeks before finding out if I get my account and miles back. Well, it's now 5 weeks and I have not heard one word from Delta, not even an acknowledgment that they received my emails and DL. I do not want to call that lame phone # again. Does anyone have a phone number or email address of something/one further up the food chain that I can access? I know I'm just a lowly General Member now (no more flights other than one or two for leisure a year now), but I should not be treated like dog excrement since I have been a member from the late 80s when it was not SkyMiles... Any ideas/help here?
#42
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,369
I don't know whether it still works, but there had been a post-flight customer service (complaints) number during the business week in ATL, 404 area code and then a phone tree. I know the number had been posted here on FT.
#43
Join Date: Jul 2008
Location: Exactly where I want to be
Programs: IHG Gold,SPG Gold, HH Gold, Marriott Gold, Hyatt Discoverist, Delta Kettle, AMEX Plat, DL AMEX Plat
Posts: 1,434
A cricket spoke!
What a royal pain in the ... this has been. In line with other DL complainers, does anyone think I deserve extra miles for their bungling?? ;-)
#44
Join Date: Sep 2009
Location: HNL
Programs: DL PM/1MM, BW DE (lifetime), HH DE, Marriott PE (lifetime), National Emerald Executive
Posts: 7,204
I think so, but DL is not going to give you any. Even for their DMs, DL is very cheap about (not) giving out compensation for much bigger service and other failures.
If this had happened with another airline, you may have a fair shot at getting some compensation. Not so with DL.
DL miles are both some of the hardest to "earn" and the hardest and worth least to use.
If this had happened with another airline, you may have a fair shot at getting some compensation. Not so with DL.
DL miles are both some of the hardest to "earn" and the hardest and worth least to use.
#45
Join Date: Jun 2012
Location: New England
Programs: American Gold, Marriott Gold, Hilton Silver
Posts: 5,638
It would be impressive if the sigh was part of your passphrase, and the system could recognize it and be able to tell the difference from someone else's sighs
Yikes, so the people tasked with handling this can't even figure out something that simple?
Thanks for not starting a thread, which starts a heated debate, only to never return. (Seriously, I hate those. Usually they're one-post wonders)
Sent one in via PDF in email and got that message. Sent it again, and got same reply. Called in and a different agent pulled up file to see what wasn't appearing correctly. Agent laughed. They told me the first ageng had the screen size set to to something like 20% instead of 100%. Just had no clue you could adjust size of picture.
Thanks for not starting a thread, which starts a heated debate, only to never return. (Seriously, I hate those. Usually they're one-post wonders)