help with a fraud issue

Old Aug 15, 19, 10:31 am
  #1  
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Join Date: Aug 2019
Programs: marriott, hilton, united, southwest, IHG, national, hertz, AA, Delta, others
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help with a fraud issue

HI All,
I'm hoping someone can help my find a way to escalate my issue above the diamond desk. I have been contacting them since April, via phone and email, always with the same result, "Someone will contact you within the next 7 to 10 days". My problem is no one ever calls back. I'm in my 3rd month of no response. I have contacted the fraud department, who took action, by giving me someone else's account, but still has not responded to my request for contact to repair this new issue.
I have been very polite in all of my contact with them, phone or email. Below is the email I sent this morning again to the fraud department. It should help display the issue I am having.
I have since stayed at a Hilton property 3 time, but cannot accrue points for thoses stays either.
I am hoping someone has a suggestion of how I can contact someone that can help me.

Thanks!
-----------------------------------------------------------------------

Dear Hilton Fraud Protection and guest care,

This issue is ongoing since 5/30/19. At that time I send an email stating you have improperly turned off my account containing 308974 points. Also included was my folio showing I had stayed at Hilton within the 1 year time frame. That email is attached.
My GA file # is XXXXXXX
This issue was escalated to the fraud department, as it is possible the account was hacked at your end, as I was unable to access it.
My fraud department case # is XXXXXXXX
In the fraud departments attempt to rectify my situation, they cancelled my account, and gave me a new one.

Unfortunately, they gave me someone elseís account.

Its been over 2 weeks since I emailed to let you know of this error, and I have received no response.
I would like a phone call from someone to discuss what can be done to restore my account, and hopefully repair the other persons account also. Iím happy to know they are in Paris, but I really donít believe I should have that information.

Thank you,

--------------------------------------------------------------------
Joeman is offline  
Old Aug 15, 19, 6:07 pm
  #2  
 
Join Date: Oct 2000
Location: Seattle WA, USA
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You could try sending a PM (private message) to HonorsRepresentative here on Flyertalk. Click on MyFlyerTalk at the top of the page if you want to do this.
Westcoaster is offline  
Old Aug 16, 19, 8:59 am
  #3  
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Thanks Westcoaster! I don't know how to tell who is a Honors Representative. If anyone could give me a tip, I would appreciate it.

Thanks
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Old Aug 16, 19, 9:36 am
  #4  
 
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Click on "Send New Message" under the Private Messages heading. In the Recipient field enter HonorsRepresentative . It's all one word, no spaces. Good luck.
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Old Aug 16, 19, 10:18 am
  #5  
 
Join Date: May 2007
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If Westcoaster's suggestion didn't work, you can also try twitter. @hiltonhotels and @hiltonhonor. Don't share private information there, just that you have a fraud issue that you need help with and get a named person with contact info to follow-up with offline.
crunchie is offline  
Old Aug 16, 19, 10:37 am
  #6  
 
Join Date: Aug 2002
Location: NYC
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In my experience, if calls and emails are just getting you bounced around, writing a clear, straightforward letter to the CEO gets better results.

Christopher J. Nassetta
President & Chief Executive OfficerHilton Worldwide Holdings Inc.
7930 Jones Branch Drive, Suite 1100
McLean, VA 22102
Petdog is offline  
Old Aug 29, 19, 5:21 pm
  #7  
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Hi All,

I wanted to give everyone a quick update, and say thanks. Today, almost three months after I first reached out to hilton, they have finally resolved my issue.
It only took over 30 attempts, both email and phone and quite a few hours on hold, to be resolved, but in the end I learned social media is the way to go. Had I not posted here, where others could see my plight, I believe Hilton Customer Service would have continued to ignore me. Thankfully, this forum helped, connecting me to the HonorsRepresentative, who finally was able to get the fraud department to get me fixed up.

Now, after all that work, I only need to put in claims for the stays I accumulated during the past three months.
I can also ask about the promotions I missed out on, but as they offered no compensation for their mistake, it's doubtful they will do anything.

But again, thank you all who offered assistance on this site, and thanks to the HonorsRepresentative who finally got me back my account.

email from Hilton is below
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Dear XXXXXXXX,

We received notification that your account was incorrectly combined with a different member’s account. I apologize for any inconvenience that this may have caused you.

The new account number XXXXXXXXX has been created for you. The account was corrected to the Silver status and the total of XXX,XXX points was added for your previous activity. May we add a middle initial to the new account to help distinguish it from other members and guests with the same name? Let us know if you have any questions or concerns regarding this.

Please be assured that this activity does not have any bearing on the integrity of our systems and we have no reason to believe that our systems have been compromised. However, out of an abundance of caution, we have closed your existing Hilton Honors account and assigned you a new Hilton Honors number. Any points redeemed as a result of this activity have been restored.

Your new account number is XXXXXXXXX.

Your new account reflects all of your original information except any credit card you may have on file. We do not store or have access to your full credit card number, so you will need to add that to your new account yourself if you wish to do so.

Please note that you will have to create a new username and password for your new account. You will receive an email at the email address we have on file for you: with a hyperlink and instructions on creating a new username and password on the Honors website, www.hiltonhonors.com. Please take a minute to confirm and update the information in your account.


Best regards,

XXXXXXX W.
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care:
P.O. Box 9003
Addison, TX 75001
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Joeman is offline  
Old Aug 30, 19, 4:40 pm
  #8  
 
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Sounds like fraud complaints are being handled by the same team that does Price Match Guarantee.
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Old Sep 4, 19, 4:58 pm
  #9  
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Hilton Givith, and then they taketh away-ith

So in the ongoing saga - I mentioned that hilton had restored my account, well, not so fast. Today my account is back down to 0 points, and I got a letter from Hilton basically saying "there can be only one primary name on a merged account" and my points are gone again.
The email also went on to say "Please know that we received feedback and the Agreement form signed by both you and Mr. XXXXXXX, November 10, 2018 to consolidate your personal Honors account".
So I asked for a copy of this agreement, and guess what, no document yet.

I'm trying hard to work with the folks over there, and they are all personally nice, but something about the way they keep records seems to be, less than effective.

Does it normally take over 3 months to rectify an error?
Joeman is offline  
Old Sep 5, 19, 1:06 am
  #10  
 
Join Date: Nov 2014
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Are they refering to merging your original account incorrecttly with someone else and that's the signed letter they mention ?

Or is it about new account and some new missunderstanding?
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Old Sep 5, 19, 5:31 pm
  #11  
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They incorrectly merged my account with someone else's account, I person I don't know, back in May.
They fixed this error on August 28th.
They re-merged that accounts again on September 3rd, I think. I checked my account on the fourth and it was at zero again, and a letter from hilton saying I (we) could only have one merged account.

I don't want any merged account. I don't know this other person.

I believe the signed agreement is why they keep doing this, but they have not yet sent me a copy to see who signed it.
Joeman is offline  
Old Sep 5, 19, 10:42 pm
  #12  
 
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Sounds like the other party may want to roguely take advantage of your Diamond benefits and points?
remymartin is offline  
Old Sep 6, 19, 11:48 am
  #13  
 
Join Date: May 2007
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Given the really poor handling (that we can see) and repeated failures, this looks like it could use some broader public attention. Start with both facebook and twitter. If they still give you the same routine, go beyond.

Many local news stations have teams that look into "interesting people complaints" so check out the stations in your area. Given it is a "cyber security" related area, I don't think they care or understand the details but will jump because it can be made scary sounding which draws viewers. Industry security experts like @BrianKrebs, @mikko or the hacker new might get curious and dig. Any one of those tweeting about this will get tens of thousands of views.

As painful as it might be for you in this one case, I can't imagine what will happen when they are told of a major breach of their systems. I say learn because from your descriptions, it looks like their security practices are from the 90s and they're quite happy with it so I have no faith they'll detect it themselves. Save other members significant grief down the line; put Hilton in the spotlight now.
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Old Sep 10, 19, 1:54 pm
  #14  
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thanks for the advise crunchie. Fun fact today, I received a survey from hilton asking how well Tony handled my issue today. Funny thing, Tony never called me, nor I hilton.
Also, @HonorsRepresentative has gone quiet on me. William asked how many points this is about, and I told him over 300K (308,974 + my recent 3 stays)
BTW, if you google how much a hilton point is worth, its $.005. so 300K point is about $1,500.
So gee Hilton, can you help me out as I've been defrauded of $1500 by your company?
Joeman is offline  
Old Sep 11, 19, 2:18 pm
  #15  
 
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Originally Posted by Joeman View Post
thanks for the advise crunchie. Fun fact today, I received a survey from hilton asking how well Tony handled my issue today. Funny thing, Tony never called me, nor I hilton.
Also, @HonorsRepresentative has gone quiet on me. William asked how many points this is about, and I told him over 300K (308,974 + my recent 3 stays)
BTW, if you google how much a hilton point is worth, its $.005. so 300K point is about $1,500.
So gee Hilton, can you help me out as I've been defrauded of $1500 by your company?
It sounds to me like you were defrauded, but not by Hilton. Somebody else sent them some kind of forged authorization to merge your account with that person's, in order to obtain your 300,000+ points. It's this third party you need to go after, although Hilton should be of more help in doing it.
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