Points disappeared from account
Sep 30, 2019, 3:47 pm
#1
Original Poster
Join Date: Nov 2006
Posts: 524
Points disappeared from account
Logged in 3 days ago to find about 6k points had randomly disappeared from my account. Called in and was told an email went out saying I needed to "accept the updated terms and conditions," or my points would expire. I received no such email; the only email I did get mentioned that Hertz was updating terms and conditions effective 10/11/19, and that continuing to use the program / make rentals constituted acceptance.
Has anyone else had this happen to them? Seems pretty clear I've been given the runaround by the phone agent, but I'm not sure how to get this fixed. Also odd that the deducted amount was both not a round number (was 5908 or something), and was also not my full points balance.
Has anyone else had this happen to them? Seems pretty clear I've been given the runaround by the phone agent, but I'm not sure how to get this fixed. Also odd that the deducted amount was both not a round number (was 5908 or something), and was also not my full points balance.
Oct 6, 2019, 7:20 pm
#4
Join Date: Jun 2015
Location: DTW
Programs: Alaska, Delta, Southwest
Posts: 1,663
I also received the email on 9/13 announcing updated terms and conditions. The exact wording was “Continued participation in Hertz Gold Plus Rewards, booking a reservation or entering into a rental using your member number after October 11, 2019 constitutes acceptance of the updated Terms”, so I would interpret that as saying no further action is required. Certainly that isn’t why your points disappeared. (Mine didn’t.)
Oct 18, 2019, 9:10 am
#5
Join Date: Oct 2006
Programs: UA, bmi, AA, CO, DL, B6, AMEX, Hertz, Most Hotels
Posts: 3,002
fwiw, I also recently had a few thousand points disappear, some in Aug & some in Sep?
Recent online activity revealed no transaction(s) deducting those points???
When I called in, I was told there was an audit of my account & supposedly @4 yrs ago they now say, I was awarded points on several award rentals???
I have no recollection of that and online activity records don't go back that far.
The CS rep also told me an email was sent, which of course was never received.
Not sure this is what happened to you but maybe it's worth another phone call?
Recent online activity revealed no transaction(s) deducting those points???
When I called in, I was told there was an audit of my account & supposedly @4 yrs ago they now say, I was awarded points on several award rentals???
I have no recollection of that and online activity records don't go back that far.
The CS rep also told me an email was sent, which of course was never received.
Not sure this is what happened to you but maybe it's worth another phone call?
