IT Update Oct 30-31, 2018
Jan 31, 2019, 6:01 am
#646
Join Date: Jun 2013
Location: norwich, uk
Programs: hhonors diamond
Posts: 5,391
update!
Apparently the reduction in points is due to two reward reservations “I made” for Hilton Manila yesterday!
Just informed them that I made no such reservations, nor can I see any reservations on my account, this would appear to be some kind of fraud! I don’t know whether this is widespread, it may be worth checking on your own accounts.!
Apparently the reduction in points is due to two reward reservations “I made” for Hilton Manila yesterday!
Just informed them that I made no such reservations, nor can I see any reservations on my account, this would appear to be some kind of fraud! I don’t know whether this is widespread, it may be worth checking on your own accounts.!
Jan 31, 2019, 6:37 am
#647
Join Date: Mar 2007
Location: Cheshire
Programs: HH Diamond, IHG Diamond Am Elite, Best Western Gold, Marriott Bonvoy Gold, Radisson Rewards Gold
Posts: 1,712
Hilton told me they had sent a password reset to an @hotmail.com email account. I don’t have an @hotmail.com email account!
Fortunately I was logged into my account and saw the bogus email address had been set up as the preferred email account. I deleted it and changed my password.
I rang the diamond desk and played hell with them, they confirmed that the bookings were made by telephone and that the person was actually checked in to the hotel. I told them to contact the hotel and get them to call the police and get the vermin in the room arrested for fraud.
I also told them that I would be expecting something substantial in terms of compensation for this latest instalment in the hassle I’ve been having with them lately!
As I could still log into my account, it would appear that they hadn’t yet managed to change my password.
My suspicion is that the email address was added by Hilton C when the booking was made, just fortunate I spotted this before they were able to completely able to hijack my account.
Jan 31, 2019, 10:37 am
#648
Suspended
Join Date: Jul 2012
Location: Here
Programs: HHonors Diamond, AA EXP
Posts: 1,496
Wow..how did your account get hacked in the first place?? I have seen so many accounts and passwords stored at airport lounges and Hotel PCs is scarry. At a tiny place like Danang alone i saw a dozen accounts with passwords saved..really no excuse for this.
Jan 31, 2019, 11:21 am
#649
Join Date: Mar 2007
Location: Cheshire
Programs: HH Diamond, IHG Diamond Am Elite, Best Western Gold, Marriott Bonvoy Gold, Radisson Rewards Gold
Posts: 1,712
I found it odd that if the fraudster added a fake email to my account and set as default, they didn’t then change the password.
I was told that the redemption “bookings” were made yesterday, they think by phone.
I reckon they have asked Hilton CS to add the email and then intended to change the password, but not got around to it.
I was supposed to get a call back this afternoon or email before 17:00 UK, but guess what....
I think the service I’m experiencing from Hilton lately is shocking, I’ve been a member since 2000 and a Diamond continuously for the last 13+ years, this is the worst 6 months I’ve had with them. I’m regularly missing out on upgrades, despite them being available and having to “negotiate” at check in.
I’m still waiting for Lufthansa miles from the promo last year and 2 milestone bonuses didn’t post.
Jan 31, 2019, 11:54 am
#650
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,154
Jan 31, 2019, 6:18 pm
#651
Suspended
Join Date: Jul 2012
Location: Here
Programs: HHonors Diamond, AA EXP
Posts: 1,496
How it happened is still a mystery to me.
I found it odd that if the fraudster added a fake email to my account and set as default, they didn’t then change the password.
I was told that the redemption “bookings” were made yesterday, they think by phone.
I reckon they have asked Hilton CS to add the email and then intended to change the password, but not got around to it.
I was supposed to get a call back this afternoon or email before 17:00 UK, but guess what....
I think the service I’m experiencing from Hilton lately is shocking, I’ve been a member since 2000 and a Diamond continuously for the last 13+ years, this is the worst 6 months I’ve had with them. I’m regularly missing out on upgrades, despite them being available and having to “negotiate” at check in.
I’m still waiting for Lufthansa miles from the promo last year and 2 milestone bonuses didn’t post.
Jan 31, 2019, 11:27 pm
#652
Join Date: Mar 2007
Location: Cheshire
Programs: HH Diamond, IHG Diamond Am Elite, Best Western Gold, Marriott Bonvoy Gold, Radisson Rewards Gold
Posts: 1,712
As I’ve said the rewards reservations were made by phone not online, they apparently have the call recorded.
Mar 2, 2019, 7:15 am
#653
Join Date: Nov 2016
Posts: 183
I'm trying to reconcile the points activity after 2 months of travel and various reward stay cancellations and bookings.
By my maths / my spreadsheet I'm 120k points short, but there just isn't enough info in the account website to see where the error is.
It doesn't show points returned after cancelling reward bookings. It doesn't show points spent on reward bookings in sequence.
My spreadsheet was accurate when I went away in December. Add points earned, add points from cancellations, subtract points spent, I come up with a total 120k higher than showing online.
It's very frustrating not being able to see complete information ordered by date. I can't find where the difference comes from.
By my maths / my spreadsheet I'm 120k points short, but there just isn't enough info in the account website to see where the error is.
It doesn't show points returned after cancelling reward bookings. It doesn't show points spent on reward bookings in sequence.
My spreadsheet was accurate when I went away in December. Add points earned, add points from cancellations, subtract points spent, I come up with a total 120k higher than showing online.
It's very frustrating not being able to see complete information ordered by date. I can't find where the difference comes from.
Mar 2, 2019, 8:47 am
#655
Join Date: Mar 2007
Location: Cheshire
Programs: HH Diamond, IHG Diamond Am Elite, Best Western Gold, Marriott Bonvoy Gold, Radisson Rewards Gold
Posts: 1,712
I'm trying to reconcile the points activity after 2 months of travel and various reward stay cancellations and bookings.
By my maths / my spreadsheet I'm 120k points short, but there just isn't enough info in the account website to see where the error is.
It doesn't show points returned after cancelling reward bookings. It doesn't show points spent on reward bookings in sequence.
My spreadsheet was accurate when I went away in December. Add points earned, add points from cancellations, subtract points spent, I come up with a total 120k higher than showing online.
It's very frustrating not being able to see complete information ordered by date. I can't find where the difference comes from.
By my maths / my spreadsheet I'm 120k points short, but there just isn't enough info in the account website to see where the error is.
It doesn't show points returned after cancelling reward bookings. It doesn't show points spent on reward bookings in sequence.
My spreadsheet was accurate when I went away in December. Add points earned, add points from cancellations, subtract points spent, I come up with a total 120k higher than showing online.
It's very frustrating not being able to see complete information ordered by date. I can't find where the difference comes from.
When I queried it with them via Twitter, they told me I’d booked two reward stays via phone for somewhere in the Far East.
I had made no such redemption and on closer inspection someone had added a fake Hotmail email address to my account and it was set as default, presumably this is why I didn’t see the confirmations for the redemptions.
Ultimately Hilton closed my account down and opened a new one for me, without first consulting me. This meant my entire account history from 2000 has vanished.
I would advise that you check your account for rogue email addresses and if you find them or anything suspicious use Twitter to query. This gives you a “written” copy of the dialogue.
I would also take copies by whatever means of your entire account history before they potentially shut your account down and destroy your evidence!
Mar 2, 2019, 9:44 am
#656
Join Date: Sep 2015
Location: flyover country
Posts: 2,434
This is my experience, too. The attitude "Our computer doesn't make mistakes, so you don't need to check anything" is arrogant—and demonstrably false. (On the other hand, the attitude could be "We are too lazy to provide a decent interface" or, as someone else suggested, "We don't want you to be able to find the mistake, because then you might ask us to correct it.")
Mar 2, 2019, 9:41 pm
#657
Join Date: Apr 2004
Programs: AA plt 2 mm, Marriott LTT, HH dia
Posts: 1,215
I had a similar issue noticing a sudden balance drop.
When I queried it with them via Twitter, they told me I’d booked two reward stays via phone for somewhere in the Far East.
I had made no such redemption and on closer inspection someone had added a fake Hotmail email address to my account and it was set as default, presumably this is why I didn’t see the confirmations for the redemptions.
Ultimately Hilton closed my account down and opened a new one for me, without first consulting me. This meant my entire account history from 2000 has vanished.
I would advise that you check your account for rogue email addresses and if you find them or anything suspicious use Twitter to query. This gives you a “written” copy of the dialogue.
I would also take copies by whatever means of your entire account history before they potentially shut your account down and destroy your evidence!
As in your situation, HH closed my original account and opened a new one. I hope everything works out for you! BTW, I haven't kept a cc on file with HH since this incident. I just manually type the info in with each reservation. It was my company cc, and the process of telling my boss about the fraudulent charges because I saved the card info on the HH site is something I don't want to have to go through again.
Mar 4, 2019, 9:39 am
#659
Join Date: Dec 2016
Posts: 246
It's not an excuse, but much of the stonewalling from customer service reps is due to their lack of familiarity with the IT system now managing Honors. The pre-rollout training was inadequate. And, even it had been adequate, Hilton would be facing what is does now: turning all of their reps into 'newbies'. Collectively, they had centuries of experience with the prior system (Polaris); so they knew all kinds of ways to make things work. With the new system agents MIGHT know one way to maek things happen.
On top of that, the process of clearing up issues with the new system (Olsen/Tally) has been a nightmare in which fixes (like, for instance, getting stays to post promptly) causes a new issue (like downgrading Honors tiers for some members).
The systems transition has been handled terribly - in not small part because,while making the switch to Tally, HIlton simultaneously linked it to Salesforce, which they used for only a few months before going to Tally.
On top of that, the process of clearing up issues with the new system (Olsen/Tally) has been a nightmare in which fixes (like, for instance, getting stays to post promptly) causes a new issue (like downgrading Honors tiers for some members).
The systems transition has been handled terribly - in not small part because,while making the switch to Tally, HIlton simultaneously linked it to Salesforce, which they used for only a few months before going to Tally.
Mar 20, 2019, 5:23 pm
#660
Join Date: Jan 2017
Programs: HH - Gold, BA - Blue
Posts: 188
ARGHHHHHHHHHHHH!!
The hilton IT fiasco of last year has reared it's ugly head and I get to have the 4th conversation with online support about how I have managed over 20 stays to keep gold but the system only shows 19. If only I'd predicted this would happen when talking to them last year... oh wait. I did.
The hilton IT fiasco of last year has reared it's ugly head and I get to have the 4th conversation with online support about how I have managed over 20 stays to keep gold but the system only shows 19. If only I'd predicted this would happen when talking to them last year... oh wait. I did.