hotturnip

Sounds like fraud complaints are being handled by the same team that does Price Match Guarantee.

Joeman

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?

Richmond_Surrey

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?

Joeman

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.

remymartin

Sounds like the other party may want to roguely take advantage of your Diamond benefits and points?

crunchie

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 [MENTION=22479]BrianK[/MENTION]rebs, [MENTION=546036]mikko[/MENTION] 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.

Joeman

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?

transportprof

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.

ZooAnimal

I would keep hammering away at social media. If still no go, then Small Claims.

Might suck to hypothetically get black listed by Hilton over it, but I wouldn't pay $1500 to remain a hilton customer.

Also, with 380k points I can stay 5 nights at Conrad Tokyo with 5th night free. There my Diamond status (and on-property relationships) gets me a bay view suite which goes for $5,514 for 5 nights during peak season. That gets me about $0.0145/point or $4,353 valuation of 300k points. I would use this same calculation in small claims, and provide documentation of past reservations I've made where I received nights during peak season for those points to make my case for $4,353 in damages.

alwaysflyingLA

It just happened to me again! 10,000 points disappeared from my account - a second time. I reported to HH and was told that points were again redeemed for a stay at Hampton Inn somewhere. This time at Hampton by Hilton Foshan Sanshui. This is unbelievable. My account seems to be secure. No changes in contact information. However, there was also no confirmation emails about the redemption.

flyerCO

Was it the same hotel as last time? I'm curious if someone is pulling up the wrong account.

alwaysflyingLA

It was at a Hampton Inn in China (which those were managed differently.) It happened at another Hampton Inn for me last time, but I don't remember where.

The reservation was made under someone else's name. China has a very strict rule in checking ID at check-in - so I don't think this is an honest mistake by pulling the wrong account.

flyerCO

China requires registration with police by hotel. They have a system the hotel uses.

I've had agent pull up the wrong account before. Ie both of us had same first and last name. The first time I made Diamond 15 years ago, was because a hotel pulled up my account when the other flyerco stayed. I got all of his stay credit (60 nights at the hotel!).

alwaysflyingLA

It was booked under a completely different name. Also the stay never showed up in my stay history or points activity.

flyerCO

Dang, was trying to be hopeful there was one less scuzzy person in the world. Different name is definitely fraud.