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Points Missing or Fraudulent Activity in Hilton Honors Account

Points Missing or Fraudulent Activity in Hilton Honors Account

Old Jul 17, 2019, 2:28 pm
  #46  
 
Join Date: Feb 2001
Programs: IHG Diamond, HH Diamond, BW Diamond Select, Accor Silver, Marriott Gold
Posts: 4,215
Originally Posted by sbiddle
The vast majority of hacking is because people use the same password on multiple websites.

If you use the same password across multiple sites and data has been compromised elsewhere then somebody can simply try those details to log straight into your Hilton account.
Most sites use email address+password. Hilton uses membership number+password. Where are hackers getting the Hilton membership numbers from?
Kremmen is offline  
Old Jul 17, 2019, 2:48 pm
  #47  
 
Join Date: Feb 2013
Programs: Hilton Diamond
Posts: 4,119
Originally Posted by Kremmen
Most sites use email address+password. Hilton uses membership number+password. Where are hackers getting the Hilton membership numbers from?
You can also log in with just a user name, but I have a feeling that whomever is hacking has the HHonor number not that user name so I do agree, they are getting Hilton member numbers from somewhere. This is getting so prevalent, I have a suspicion that whatever subset of slime is doing this has probably hacked Hilton and is working its way down the member lists.
Miesque is offline  
Old Jul 17, 2019, 8:47 pm
  #48  
 
Join Date: Apr 2017
Programs: Sky team, hhonors, Marriott
Posts: 125
Originally Posted by johnndor

What is the conversion rate of using my Hilton Honors Points at Amazon.com?

500 Hilton Honors Points equal one dollar on Amazon.com.
So about the same as stay redemption...
Msafiritx is offline  
Old Jul 18, 2019, 10:26 am
  #49  
 
Join Date: Oct 2000
Location: Seattle WA, USA
Programs: Hilton Diamond, Marriott LT Plat, AS Lounge
Posts: 3,477
Originally Posted by Msafiritx
So about the same as stay redemption...
Not quite that bad, IMO. I expect $2 per 500 points redemption value for stays. That's been my experience recently.
Westcoaster is offline  
Old Jul 18, 2019, 10:54 am
  #50  
 
Join Date: Feb 2001
Programs: IHG Diamond, HH Diamond, BW Diamond Select, Accor Silver, Marriott Gold
Posts: 4,215
Originally Posted by Westcoaster
Not quite that bad, IMO. I expect $2 per 500 points redemption value for stays. That's been my experience recently.
I hope that previous post was supposed to be a joke. My most recent was over $3.30 per 500 points. (That was admittedly a 5-night award, so it'd come down for stays without 5th night free.)
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Old Jul 18, 2019, 1:30 pm
  #51  
 
Join Date: May 2005
Posts: 4,823
Originally Posted by Msafiritx
So about the same as stay redemption...
You must be unfamiliar with HH stay redemption.
smmrfld is offline  
Old Jul 18, 2019, 8:21 pm
  #52  
 
Join Date: Sep 2012
Posts: 299
Can membership numbers be gleaned from referral links, which people might post in public forums?
klew97 is online now  
Old Jul 19, 2019, 10:32 pm
  #53  
 
Join Date: Apr 2017
Programs: Sky team, hhonors, Marriott
Posts: 125
Originally Posted by Kremmen
I hope that previous post was supposed to be a joke. )
Yes it was! Highlighting the fact that HH points have suffered massive inflation in the past 5 years or so.
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Old Aug 15, 2019, 11:31 am
  #54  
 
Join Date: Aug 2019
Programs: marriott, hilton, united, southwest, IHG, national, hertz, AA, Delta, others
Posts: 10
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 elses 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. Im happy to know they are in Paris, but I really dont believe I should have that information.

Thank you,

--------------------------------------------------------------------
Joeman is offline  
Old Aug 15, 2019, 7:07 pm
  #55  
 
Join Date: Oct 2000
Location: Seattle WA, USA
Programs: Hilton Diamond, Marriott LT Plat, AS Lounge
Posts: 3,477
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, 2019, 9:59 am
  #56  
 
Join Date: Aug 2019
Programs: marriott, hilton, united, southwest, IHG, national, hertz, AA, Delta, others
Posts: 10
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
Joeman is offline  
Old Aug 16, 2019, 10:36 am
  #57  
 
Join Date: Oct 2000
Location: Seattle WA, USA
Programs: Hilton Diamond, Marriott LT Plat, AS Lounge
Posts: 3,477
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.
Westcoaster is offline  
Old Aug 16, 2019, 11:18 am
  #58  
 
Join Date: May 2007
Location: Seattle area
Programs: Peasant at large
Posts: 595
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, 2019, 11:37 am
  #59  
 
Join Date: Aug 2002
Location: NYC
Posts: 334
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, 2019, 6:21 pm
  #60  
 
Join Date: Aug 2019
Programs: marriott, hilton, united, southwest, IHG, national, hertz, AA, Delta, others
Posts: 10
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
-------------------------------------------------------------------------------------------------
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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