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Points Missing or Fraudulent Activity in Hilton Honors Account

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Old Oct 30, 2019 | 5:12 pm
  #76  
alwaysflyingLA
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Originally Posted by flyerCO
Dang, was trying to be hopeful there was one less scuzzy person in the world. Different name is definitely fraud.
Hilton now says it was perhaps an internal accounting issue related to the previous fraudulent case. Waiting to hear more from them.
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Old Oct 31, 2019 | 11:38 pm
  #77  
khkchan
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My account also got hacked. Someone changed my email address and made a same day redemption at Hampton Inn Foshan Xiqiao. The reservation is under my name but with an additional guest that I don't know of. Glad I am still awake and before the check-in time at China. I called Hilton Honors, the rep tried to reach out to the hotel 3 times but got disconnected. She was able to cancel the reservation with her support team and refund the points.
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Old Nov 1, 2019 | 3:49 am
  #78  
flyerCO
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Originally Posted by khkchan
My account also got hacked. Someone changed my email address and made a same day redemption at Hampton Inn Foshan Xiqiao. The reservation is under my name but with an additional guest that I don't know of. Glad I am still awake and before the check-in time at China. I called Hilton Honors, the rep tried to reach out to the hotel 3 times but got disconnected. She was able to cancel the reservation with her support team and refund the points.
Noticing a trend with the area the HI are in. Both are from Foshan China.
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Old Aug 26, 2021 | 4:16 pm
  #79  
Paris_Hates_Me
 
Join Date: Aug 2021
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This has been happening to me over the past 7 days. My account is suspended but they can still make reservations on my account. I call the hotels and apparently they are using the app with keyless check in to bypass showing IDs at the front desk. [email protected] says they take 5 days to respond but heard nothing. The HH customer care says they can't do anything due to account being suspended. Can't access my account because they changed my email, password and phone number.
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Old Aug 29, 2021 | 9:41 am
  #80  
geoggirl
 
Join Date: Sep 2010
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Originally Posted by Paris_Hates_Me
This has been happening to me over the past 7 days. My account is suspended but they can still make reservations on my account. I call the hotels and apparently they are using the app with keyless check in to bypass showing IDs at the front desk. [email protected] says they take 5 days to respond but heard nothing. The HH customer care says they can't do anything due to account being suspended. Can't access my account because they changed my email, password and phone number.
Have you called them? I had a similar experience although they had not started booking rooms yet but they wiped out my account, changed email on account, etc. I had submitted information via the fraud email but got concerned when I didn't get a response. I called them and they took immediate action. Good luck!
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Old Sep 6, 2021 | 9:51 am
  #81  
troyhouse
 
Join Date: Sep 2011
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Points Missing or Fraudulent Activity in Hilton Honors Account
I had almost 250k points in my account and someone used these points for stays in China/ Beijing, Chengdu and other places. Called HHonors customer service and they are pathetically slow and non-responsive. Did anyone experience the same issue and what are my options, and any particular number to call that will be more responsive and helpful.
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Old Sep 6, 2021 | 1:17 pm
  #82  
bamboola
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Try contacting William, the Hilton Honors Ambassador, here on FlyerTalk?
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Old Sep 6, 2021 | 2:19 pm
  #83  
jerry a. laska
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I believe you are just going to have to wait until they complete their investigation. Here are some previous threads:
https://www.flyertalk.com/forum/hilt...-hacked-3.html
https://www.flyertalk.com/forum/hilt...aud-issue.html
HHonors Points Stolen Through Amazon.com
https://www.flyertalk.com/forum/hilt...oints-com.html
https://www.flyertalk.com/forum/hilt...-vanished.html
https://www.flyertalk.com/forum/hilt...very-poor.html
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Old Sep 7, 2021 | 6:39 am
  #84  
Hilton Honors Ambassador
Company Representative - Honors by Hilton
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Originally Posted by troyhouse
I had almost 250k points in my account and someone used these points for stays in China/ Beijing, Chengdu and other places. Called HHonors customer service and they are pathetically slow and non-responsive. Did anyone experience the same issue and what are my options, and any particular number to call that will be more responsive and helpful.
I would be glad to pass this along if you will send me your name and Honors account number to reference.

Best regards,

William
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Old Sep 7, 2021 | 12:07 pm
  #85  
Global Adventurer
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I don't know if it helps the situation or not, but I stopped leaving large numbers of points in my account and book a room using them. Not sure if that help prevents fraud or not, but I just don't feel safe leaving large amounts on any hotel, airline or even credit card account. I try to use them before I lose them.
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Old Sep 7, 2021 | 12:11 pm
  #86  
MSPeconomist
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Originally Posted by troyhouse
I had almost 250k points in my account and someone used these points for stays in China/ Beijing, Chengdu and other places. Called HHonors customer service and they are pathetically slow and non-responsive. Did anyone experience the same issue and what are my options, and any particular number to call that will be more responsive and helpful.
I hope you changed your password and checked whether someone changed your email address. If any fraudulent reservations are still active, you might want to cancel them.
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Old Sep 7, 2021 | 1:23 pm
  #87  
pauleeepaul
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Originally Posted by Global Adventurer
I don't know if it helps the situation or not, but I stopped leaving large numbers of points in my account and book a room using them. Not sure if that help prevents fraud or not, but I just don't feel safe leaving large amounts on any hotel, airline or even credit card account. I try to use them before I lose them.
My HH account was hacked about 2 years ago- lit up like a Christmas tree. 4 mm points gone to Amazon redemptions in the space of 6 hours. HH made it whole in less than 2 weeks. I don't lose sleep over it, and- IMO- feeling pressured into redemptions that are suboptimal to protect the value of the points is excessive caution. YMMV.
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Old Sep 7, 2021 | 4:30 pm
  #88  
Global Adventurer
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Originally Posted by pauleeepaul
My HH account was hacked about 2 years ago- lit up like a Christmas tree. 4 mm points gone to Amazon redemptions in the space of 6 hours. HH made it whole in less than 2 weeks. I don't lose sleep over it, and- IMO- feeling pressured into redemptions that are suboptimal to protect the value of the points is excessive caution. YMMV.
I'm cautious about everything. It's no problem for me at all. I don't put too much value on points, but I still don't want somebody stealing them. Everyone is different.
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Old Sep 7, 2021 | 8:44 pm
  #89  
JAXPax
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I had someone a few months ago redeem points out of my account but the idiot didn't bother changing my email address. So I got the confirmation. I called the property directly and they promptly canceled the reservation, put the points back, and connected me to a fraud specialist.
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Old Sep 23, 2021 | 11:10 am
  #90  
tys90
 
Join Date: Sep 2012
Posts: 589
Originally Posted by troyhouse
I had almost 250k points in my account and someone used these points for stays in China/ Beijing, Chengdu and other places. Called HHonors customer service and they are pathetically slow and non-responsive. Did anyone experience the same issue and what are my options, and any particular number to call that will be more responsive and helpful.
I just discovered I was hacked sometime in July based on the hacker's activity on my account. Somehow got past my 2FA, changed my phone and e-mail without getting any alerts on my end. When I called customer service, they transferred me to account identification. They were able to get my account back and once I got in and noticed points were missing, they directed me to e-mail all the details to [email protected] for them to investigate. I'm hoping based on some of the other experiences here that they are able to reinstate the points. The hacker spent 650k points that I had been saving for quite some time.
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