Consolidated "Points Posting Problems: Points Missing, Delayed or Not Posting" thread
Dec 19, 2017 | 8:00 pm
#361
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,778
Keep an eye on your points totals for missing stays! (Dec 2017)
I emailed about a missing stay from last week and the HHonors Customer Care replied in about 10 minutes(!)
The agent said the stay posted correctly. I replied stating that the credit and points shown online and on the app dont reflect that.
I received another reply reply shortly thereafter stating:
We are aware of the issue and our technical team is working on the resolution. The missing information will be reflected properly on your Hilton Honors account as soon as possible. Please rest assured that this issue is not affecting your Points balance, and the current amount reflected on your account is accurate.
I disagree with that last sentence, but it may take a day or two to double check.
The agent said the stay posted correctly. I replied stating that the credit and points shown online and on the app dont reflect that.
I received another reply reply shortly thereafter stating:
We are aware of the issue and our technical team is working on the resolution. The missing information will be reflected properly on your Hilton Honors account as soon as possible. Please rest assured that this issue is not affecting your Points balance, and the current amount reflected on your account is accurate.
I disagree with that last sentence, but it may take a day or two to double check.
Mar 7, 2018 | 4:46 pm
#362
Join Date: Feb 2009
Location: Los Angeles, CA
Programs: UA Premier Gold, Starwood Gold, Plat AE, CO PP MC, Marriott Rewards Plat, Virgin Elevate Gold
Posts: 1,775
Points missing from HH Shop to Earn Mall
I made a purchase via the portal about 3 months ago, but the points have yet to show up.
Is there a way to tell if the points are "pending" or simply lost?
Is there a way to tell if the points are "pending" or simply lost?
Mar 14, 2018 | 2:52 am
#363
Join Date: Jul 2017
Location: Ohio
Programs: Hilton Diamond, Marriott Titanium, Hyatt Globalist, American Platinum, Southwest A-list
Posts: 98
Based on experience, I can definitely say that some merchants credit points faster than others. The average time from making a purchase to receiving points is about 1 month, but recently I had a transaction that took about 3 months to credit. I hope this information is useful. If you have any other questions, please feel free to ask!
Mar 19, 2018 | 5:35 pm
#364
Join Date: Dec 2017
Location: Atlanta, GA
Programs: Marriott Platinum, Hilton Gold, Best Western Gold
Posts: 36
I bought something from Home Depot on December 13. It took EXACTLY 90 days for my points to post (March 14). You are not supposed to contact them until 90 days is up. Everything I buy via Walmart/HHPortal usually posts within 3-4 days. I am sitting on a TurboTax purchase to see how long it takes it to go through - currently about a month.
Personally I prefer the Delta SkyMiles shopping portal - it goes through within a day or two and is very reliable. I only use the Hilton one when a) vendor not available on Delta's portal, or b) I know I need Hilton points but I have a looong time to earn them. It's not a great portal site.
Personally I prefer the Delta SkyMiles shopping portal - it goes through within a day or two and is very reliable. I only use the Hilton one when a) vendor not available on Delta's portal, or b) I know I need Hilton points but I have a looong time to earn them. It's not a great portal site.
Apr 4, 2018 | 4:17 pm
#365
Join Date: Feb 2009
Location: Los Angeles, CA
Programs: UA Premier Gold, Starwood Gold, Plat AE, CO PP MC, Marriott Rewards Plat, Virgin Elevate Gold
Posts: 1,775
Thanks for the advice.
Unfortunately, the purchase isnt included there. No idea why. It was < $5
Not that big of a deal, I will make another one, and screen shot the screen showing that last purchase for proof.
Unfortunately, the purchase isnt included there. No idea why. It was < $5
Not that big of a deal, I will make another one, and screen shot the screen showing that last purchase for proof.
Apr 20, 2018 | 1:25 am
#366
Join Date: Oct 2003
Location: Seattle
Programs: AS MVP100K, Hilton Diamond, IHG Gold
Posts: 3,221
Missing Almost 200K Points from Amex
I had an offer on my Aspire account to add authorized users and meet the necessary spend, which I did, and that was supposed to net me 20,000 points.
In addition I also signed up for the American Express Hilton business card with 100,000 point sign-up bonus. I contacted American Express and they told me they sent Hilton the points, but the points never made their way to my HHonors account I have no idea why. I spoke to Hilton, and Hilton said they were opening an investigation. I spoke to them again today and they said they closed the investigation, and didnt do anything. This is absurd and now is getting annoying. I spoke to American Express and they said Because in march, we have credited 23,666 points (including 20,000 bonus for adding user) and 115,588 points (including 100,000 points for opening new card account).
So now Im stuck in limbo and dont know what to do. Ive contacted everyone I can think of and I dont know what else to do.
In addition I also signed up for the American Express Hilton business card with 100,000 point sign-up bonus. I contacted American Express and they told me they sent Hilton the points, but the points never made their way to my HHonors account I have no idea why. I spoke to Hilton, and Hilton said they were opening an investigation. I spoke to them again today and they said they closed the investigation, and didnt do anything. This is absurd and now is getting annoying. I spoke to American Express and they said Because in march, we have credited 23,666 points (including 20,000 bonus for adding user) and 115,588 points (including 100,000 points for opening new card account).
So now Im stuck in limbo and dont know what to do. Ive contacted everyone I can think of and I dont know what else to do.
Apr 20, 2018 | 1:39 am
#368
Join Date: Oct 2003
Location: Seattle
Programs: AS MVP100K, Hilton Diamond, IHG Gold
Posts: 3,221
Amex opened an investigation today. There has been no fraudulent use. I checked my statement. Hilton never credited the points.
Apr 20, 2018 | 2:10 am
#370
Join Date: Oct 2003
Location: Seattle
Programs: AS MVP100K, Hilton Diamond, IHG Gold
Posts: 3,221
Its funny you should bring up time as its approaching six weeks of trying to get this straightened out. Its been tirelessly frustrating.
The good news is the Hilton twitter team just said they were crediting the business card points of 115,588 which will credit in three days. The customer service from both companies has been atrocious as each company keeps telling me to go to the other to figure out whats going on as their associates do not want to deal with it. Luckily today I got a nice Amex associate who opened the investigation. But I am still missing the 23,666, who the Hilton twitter team is saying Im only allowed to earn points on one card. What??
The good news is the Hilton twitter team just said they were crediting the business card points of 115,588 which will credit in three days. The customer service from both companies has been atrocious as each company keeps telling me to go to the other to figure out whats going on as their associates do not want to deal with it. Luckily today I got a nice Amex associate who opened the investigation. But I am still missing the 23,666, who the Hilton twitter team is saying Im only allowed to earn points on one card. What??
Apr 20, 2018 | 2:47 am
#372
Join Date: May 2009
Location: EUG
Programs: AS MVP, AA MM, HH Diamond, MR Gold
Posts: 8,523
Have you checked to make sure they didn't assign you a "new" Honors number when you opened the new accounts? They have done that to several people, and the points are sitting in an account you don't even know about. EVEN IF you gave them your existing Honors number when you applied, it has happened.
Apr 20, 2018 | 9:19 am
#373
Join Date: Aug 2012
Posts: 570
Interaction between Amex and Hilton is a mess. There's a thread right now on the AMEX board about people not getting their referral bonuses -- the points show up on the AMEX statement, but AMEX doesn't actually send them to HH. It's not clear yet if it's just a long delay (the terms say 8-10 weeks), or if the points are vanishing into the ether. People report similar problems with both programs saying to contact the other. Sounds to me like the issue is on the AMEX end.