TR Reward Credits Gone

Old Jun 12, 18, 10:53 pm
  #1  
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TR Reward Credits Gone

I had 17K and change in my account yesterday. This evening I noticed I had exactly 2K. Anyone else see this with their account? I sent a question to TR via both Twitter and the TR website. Hopefully just a glitch.
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Old Jun 13, 18, 2:39 am
  #2  
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Did you stay recently?
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Old Jun 13, 18, 7:33 am
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Originally Posted by VX N281VA View Post
Did you stay recently?
Yes, stayed at Rio 3 nights at the end of May. Used RCs to enter the Diamond Lounge 3X and they took off 3K for that stay but nothing since.
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Old Jun 13, 18, 9:29 am
  #4  
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Originally Posted by Seabilly View Post
Yes, stayed at Rio 3 nights at the end of May. Used RCs to enter the Diamond Lounge 3X and they took off 3K for that stay but nothing since.
Did you charge anything to the room?

What if anything does your "TR Statement" say?

https://www.totalrewards.com/mytotal...s/#trstatement
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Old Jun 14, 18, 7:24 am
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Did you ask for back end comps before you left Rio? They always tell me they HAVE to take your rewards credits first, but normally they would be removed from your account immediately, not a couple weeks later.
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Old Jun 14, 18, 1:31 pm
  #6  
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Ok, heard back from my email and my twitter DM.

Twitter DM says, "Hmm... According to our records, between June 1 - June 12, you did a 20231 Reward Credits redemption at the World Series of Poker kiosks and food vendors. We hope that helps!"

Email says, "June 10th
2,705 Reward Credits ($27.05) redeemed toward WSOP Retail
2551 Reward Credits ($25.51) redeemed toward WSOP Retail
4332 Reward Credits ($43.32) redeemed toward WSOP Retail

June 11th
2096 Reward Credits ($20.96) redeemed toward WSOP Retail

June 12th
300 Reward Credits ($3) redeemed toward WSOP Food
1,000 Reward Credits ($10) redeemed toward WSOP Food"

I didn't make any charges for WSOP anything and left Vegas on 31 May for Indiana and was at Disneyland in SoCal from 6/11 coming home today.

Responded to both email and DM. Not sure what happens now but will add to this thread should I hear anything further. I guess not a huge loss except for that fact that I don't have enough RCs to go to the Diamond Lounge in Vegas on my next trip in a couple months.

------------------------------------------------
I didn't get a response to my email so just called the Total Service Center Team. They told me that they had forwarded my response to Total Rewards for resolution and they were waiting for a response from them. I asked if I could get a new TR account number and they told me I could not, the only thing they could do was to put a lock on my account so that no one could pull RCs unless I physically went into a TR location and unlocked it myself

I would prefer to just have a new account number as to unlock it when I need to burn RCs to enter the Diamond Lounge, then lock it again will be a pain. Wish I could just get a new acct number.

Last edited by Seabilly; Jun 14, 18 at 3:02 pm Reason: Additional information
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Old Jun 14, 18, 6:58 pm
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Total Rewards contacted me via email and I called to discuss on the phone. They apologized for the problems and acknowledged their employees should be more diligent in protecting accounts. They also said they appreciated me taking the time to contact them about it. They said they were pulling surveillance tapes to see if they could identify how it happened or identify the employee who didn't verify the owner of the account. TR did say they considered locking down my acct when I first reported it but left it open as a honeypot to see if someone would try to drain the rest. From the conversation it sounds like they will make things right once their investigation is complete. I told them that now that I knew they were working on it, I was content to give them the time they need to finish up everything.
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Old Jun 15, 18, 8:14 am
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This is good to know - I should check my account more often!
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Old Jun 15, 18, 2:50 pm
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Originally Posted by Seabilly View Post
Ok, heard back from my email and my twitter DM.

Twitter DM says, "Hmm... According to our records, between June 1 - June 12, you did a 20231 Reward Credits redemption at the World Series of Poker kiosks and food vendors. We hope that helps!"

Email says, "June 10th
2,705 Reward Credits ($27.05) redeemed toward WSOP Retail
2551 Reward Credits ($25.51) redeemed toward WSOP Retail
4332 Reward Credits ($43.32) redeemed toward WSOP Retail

June 11th
2096 Reward Credits ($20.96) redeemed toward WSOP Retail

June 12th
300 Reward Credits ($3) redeemed toward WSOP Food
1,000 Reward Credits ($10) redeemed toward WSOP Food"
Wasn't me. I returned home from LAS/WSOP on the 9th...

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Old Jun 15, 18, 7:20 pm
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Originally Posted by 4sallypat View Post
This is good to know - I should check my account more often!
I actually look at the app almost every day. Have the kids/grandkids in town for a vacation and missed the several days when this happened. When I first saw the drop to 2000 RC in the app I assumed it was a glitch till I went online and verified.

The latest today is that it dropped from 2000 to 50 sometime this afternoon. I sent a text to the person working with me (she gave me her personal number) and let her know. She just texted back and said she has gone home for the day and would check in the morning, ending with assuring me once again that they would take care of returning my missing credits and thanking me again for my assistance. I can't get over how polite they've been about it. It really shouldn't be this easy to drain an account of RCs but I believe this is something they'll work on in the future and I'm confident it will work out (with my RCs being returned) before my next trip to Vegas in a couple months.
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Old Jun 21, 18, 7:58 pm
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To wrap this up, today I got an email from TR this afternoon totally restoring my Reward Credit balance. They cancelled all of the redemptions starting from June 1st. It took a little less then 9 days of me initially reporting it to TR on Twitter and email and around a week form the time it was passed over for additional research/review. I'm very happy with how this all progressed and still with plenty of time before my next trip (OT: Blackhat/DEFCON if anyone will happen to be there). Anyway, my acct is locked for redemptions and I'll only open it when I am in Vegas.

I do try to check my balance on the app fairly often, mostly just to see if there are any new offers but I'll start paying a little more attention. I would recommend anyone seeing something they are not sure about in their TR account to immediately report it.

Thanks
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Old Jun 27, 18, 6:55 am
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Glad to hear you got it sorted out! No way that should happen. I've never so much as bought a donut without them checking my ID.

Enjoy your trip!!
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Old Jul 2, 18, 12:46 pm
  #13  
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Last month I noticed a deduction of 375 TCs for VALET at Ceasars Palace. I contacted TR noting that I did not use VALET (I never use a car in LAS). It turns out it was the area near VALET that sells snacks and drinks. Even though this was only $3.75 I was curious what it was for, not so much the amount.
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Old Jul 9, 18, 9:17 am
  #14  
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Did you leave your TR card lying around somewhere?
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Old Jul 11, 18, 8:08 am
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Originally Posted by izzik View Post
Did you leave your TR card lying around somewhere?
That is the only thing I can think happened. If that is it, they still shouldn't have been able to claim my RCs without a matching ID card. I can't recall a time where I wasn't required to show ID when I redeemed RCs. TR did apologize for the whole incident and also mentioned they would provide training to whoever wasn't following protocol.

Never much thought about it before (though will now) and frequently see lost cards (even top tier) laying around in the casino.
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