Consolidated "Points Posting Problems: Points Missing, Delayed or Not Posting" thread
Aug 22, 2023 | 9:57 am
#436
Join Date: Aug 2023
Posts: 7
I spent over two hours on the phone with American Express and Hilton Honors today. I even had a conference call with both of them at the same time. No resolution. I have over 17k points that have basically disappeared. This is very frustrating. I was told they have 12 weeks to show up in my account. They show up the 14th of every month. This is clearly a big problem.
Aug 22, 2023 | 10:11 am
#437
Join Date: Aug 2014
Location: Europe
Programs: AFKLM Flying Blue Gold - Hilton Honors Diamond - Accor All Gold
Posts: 446
It seems there is an issue posting ponts from stays. Out of 6 stays i had within the last three weeks three posted with incorrect points for me. The stays posted as usual the following day with the points related to the promotion but zero or incorrect number of base points. Ill give few days and I'll follow up
Aug 22, 2023 | 1:11 pm
#439
Join Date: Aug 2023
Posts: 7
Hilton Honors Ambassador If you can please look into this when you return I would appreciate it. I've spent hours on the phone with Hilton and American Express and with both together on a conference call and still no resolution. I have 17k points that have just disappeared from my Amex Surpass card usage. They always post on the 14th of every month. American Express shows they were transferred to Hilton on August 12. Hilton doesn't show anything. Basically, I'm getting no help from either end. I would appreciate anything you can do. Thank you Hilton Honors Ambassador.
Last edited by loriny1231; Aug 22, 2023 at 1:38 pm
Aug 22, 2023 | 1:37 pm
#440
Join Date: May 2009
Location: EUG
Programs: AS MVP, AA MM, HH Diamond, MR Gold
Posts: 8,523
I think a recurring theme here has been that it has been the Surpass card? Haven't seen Aspire or no-fee mentioned.
I also have a Surpass card, and guess what...a month ago I sock drawered it because I was about to hit $15K and didn't want my FNC until the end of the year to coincide with my Aspire annual fee one. Almost tempted to make a small purchase to see if my points also do not post.
I also have a Surpass card, and guess what...a month ago I sock drawered it because I was about to hit $15K and didn't want my FNC until the end of the year to coincide with my Aspire annual fee one. Almost tempted to make a small purchase to see if my points also do not post.
Aug 22, 2023 | 1:40 pm
#441
Join Date: Aug 2023
Posts: 7
I think a recurring theme here has been that it has been the Surpass card? Haven't seen Aspire or no-fee mentioned.
I also have a Surpass card, and guess what...a month ago I sock drawered it because I was about to hit $15K and didn't want my FNC until the end of the year to coincide with my Aspire annual fee one. Almost tempted to make a small purchase to see if my points also do not post.
Loriny, if you think you were sending a private message to the Hilton guy in your post above, you didn't....you have to use the LINK I think he provided above in Post # 420.
I also have a Surpass card, and guess what...a month ago I sock drawered it because I was about to hit $15K and didn't want my FNC until the end of the year to coincide with my Aspire annual fee one. Almost tempted to make a small purchase to see if my points also do not post.
Loriny, if you think you were sending a private message to the Hilton guy in your post above, you didn't....you have to use the LINK I think he provided above in Post # 420.
I was just trying to tag him. No personal message required. I think everyone should see what is going on. The funny thing is I just hit my $15k free night a few days ago. Yet, they are telling me they don't see any activity after July 14. How the heck did I get my free weekend reward then? (It wasn't hit in last billing cycle, which I know for sure).
Aug 22, 2023 | 1:54 pm
#442
Join Date: Aug 2023
Posts: 4
I think we are onto something since mine is the surpass card as well. Normally posts on the 14th but nothing this monthhad over 16K points that were suppose to post. I have case opened with Hilton honors but havent heard back from them yet.
Aug 22, 2023 | 1:58 pm
#443
Join Date: Aug 2023
Posts: 7
They told me there were going to open a case and transferred me ten times to different people. No case opened.
Final person just said well we have 12 weeks according to the terms and conditions. Asked to speak to his manager and said that quote is directly from the manager.
This is very very frustrating to say the least. One of my biggest points months.
Final person just said well we have 12 weeks according to the terms and conditions. Asked to speak to his manager and said that quote is directly from the manager.
This is very very frustrating to say the least. One of my biggest points months.
Aug 22, 2023 | 2:30 pm
#444
Join Date: Aug 2023
Posts: 4
I got my case opened by chatting with them online. Ive had better luck doing the chats with customer service with any company rather than calling. This way I also have a copy of what was discussed documented on my end. I also just chatted with American Express and opened a case with them. They said this is the first they heard of this issue so more people need to start letting them know.
Aug 22, 2023 | 3:23 pm
#445
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,778
I may have misspoke earlier. My issue is on the Aspire card.
I see mentions of a free night at $15k spend. Which card is that? Aspire requires $60k in spending.
I see mentions of a free night at $15k spend. Which card is that? Aspire requires $60k in spending.
Aug 22, 2023 | 3:29 pm
#446
Join Date: May 2009
Location: EUG
Programs: AS MVP, AA MM, HH Diamond, MR Gold
Posts: 8,523
Surpass has the FNC at $15K. But you have to spend that to get one - it's not an automatic anniversary benefit like the Aspire. But the AF is only $95. We like having both cards, they have different points multiples in different categories.
Aug 22, 2023 | 3:39 pm
#447
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,778
As a side note, the 12-week excuse given by some agents is BS. Theres definitely a glitch somewhere and its affecting a bunch of people. Im due a high-5-figures with of points this month and its affecting my ability to book an upcoming reservation.
Aug 22, 2023 | 3:39 pm
#448
Join Date: Oct 2008
Programs: US, CO, PC, SPG, Hyatt
Posts: 147
Aug 23, 2023 | 6:04 am
#449
Join Date: Aug 2008
Posts: 14
Same here..
I have a brand new Aspire card with its first statement that closed a couple weeks ago - no points posted (neither the ones listed on statement for the regular spend, nor the account opening bonus that I qualified for). AmEx chat said it'll happen once any payment is made towards the statement, which seems odd to me as that's not how it works with AmEx cards with other hotel reward programs..
AmEx definitely has my correct Honors number, as they are showing my point balance that they are able to retrieve from Hilton.
Meanwhile, Lyft points credited overnight.
I have a brand new Aspire card with its first statement that closed a couple weeks ago - no points posted (neither the ones listed on statement for the regular spend, nor the account opening bonus that I qualified for). AmEx chat said it'll happen once any payment is made towards the statement, which seems odd to me as that's not how it works with AmEx cards with other hotel reward programs..
AmEx definitely has my correct Honors number, as they are showing my point balance that they are able to retrieve from Hilton.
Meanwhile, Lyft points credited overnight.
Aug 23, 2023 | 11:06 am
#450
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,778
For years, my Hilton Amex spend bonus points were deposited into my Hilton account on the same day each month. Without fail, same day of the month, every month.
This month, the points never arrived. After 3 days, I contacted AMEX and they confirmed the number of Hilton points and they confirmed they sent the points to Hilton. They recommended I contact Hilton as the problem is on their end.
I waited another day and reached out to the Diamond Desk. The agent confirmed that she could see the issue and that her system showed no points for this month. She said this was outside of her expertise and opened a case with member services. She said to expect a reply in 48-72 hours.
Has anyone experienced anything like this?
This month, the points never arrived. After 3 days, I contacted AMEX and they confirmed the number of Hilton points and they confirmed they sent the points to Hilton. They recommended I contact Hilton as the problem is on their end.
I waited another day and reached out to the Diamond Desk. The agent confirmed that she could see the issue and that her system showed no points for this month. She said this was outside of her expertise and opened a case with member services. She said to expect a reply in 48-72 hours.
Has anyone experienced anything like this?
The rep said "we know there's an issue" and "please wait a few more days and call back".