Transferred points into wrong account
 

I'm a virgin poster her on the Hyatt Gold Passport board and I hate that my first post is a complaint, but...... :p

The situation that I am including my correspondence on below is over 5,000 Delta Skymiles or 6 Southwest credits. I'm not that wound up about the fact that points were transferred before I had made a decision to actually transfer the points and I would have preferred that they be sent to Southwest. What I do take exception to is the crass attitude and the fact that their slow response time is the reason that the transfer occurred and I did not want it to.

I'm interested in seeing if others have encountered this type of problem in the past AND this is my first airing of my frustration with Hyatt Gold Passport - on my way to PlanetFeedback.com and BBB.com. :D

E-mail correspondence contained below:
-----------------------------------------
Last response received today at 3:14 p.m.


Dear Mr. bigjim,

Thank you for your reply to Gold Passport.

Unfortunately, the miles have been extracted and sent to the
airlines. We have confirmed with Delta that the miles have been
processed. When completing the points to miles conversion, the points
are deleted at the time the request is made.

Regretfully, as the miles have been sent and received by Delta we are
unable to cancel your request. Again, I do apologize for any
inconvenience that this may have caused. If I may be of further
service please feel free to contact me.

Warmest regards,
Lee Ann



On Sun, 28 Nov 2004 21:45:39 -0600 you wrote:

>Dear Lee Ann,
>
>Thank you for your response. However, I never received the response
and
>your e-mail doesn't indicate when it was sent - it was simply the
text of
>what you sent in this e-mail.
>
>Regardless of whether you reponded to my original inquiry, my
dispute
>involves simply the fact that your website does not indicate that a
transfer
>is going to occur when you are trying to determine what the
conversion rates
>actually are. In addition, I notified hyatt gold passport
immediately when
>the error occurred on November 11, 2004. Yes, the points were
immediately
>removed from my hyatt gold passport account; HOWEVER, they were not
posted
>to my Delta account until November 17, 2004. So, Hyatt had adequate
time to
>stop the transfer and did not. In addition, it is not impossible to
have
>errors corrected after transfers occur.
>
>I do hope that you will re-evaluate your response. As you can see
this does
>not involve a lot of points; however, on principle, I will make
certain that
>the inadequacies of your company's web-site and the poor customer
service
>that I have received is known with both the BBB, and internet
related travel
>and other internet-related complaint sites.
>
>Sincerely,
>
>bigjim

>----- Original Message -----
>From: <[email protected]>
>To: xxxxxxxxxbigjim
>Sent: Tuesday, November 23, 2004 3:25 PM
>Subject: <no subject>
>
>
>> Dear Mr. bigjim,
>>
>> Thank you for your reply to Gold Passport.
>>
>> Please note that I had responded to your original message
regarding
>> the points to miles conversion that you had requested on-line for
>> Delta. The original reply was sent to the e-mail address of
>> XXXXXXXbigjim
>>
>> In this message I had advised that we were unable to cancel the
>> points to miles conversion as the miles were already extracted and
>> sent to Delta. When converting your account balance on-line, once
the
>> information is submitted the points are removed from the account.
We
>> are unable to cancel the request.
>>
>> As well, we have confirmed that Delta as received the 6,000 miles.
>>
>> I do apologize for any inconvenience that this may have caused. If
I
>> may be of further service please feel free to contact me.
>>
>> Warmest regards,
>> Lee Ann
>>
>>
>>
>> Please see below for the original reply sent to
>>
>> xxxxxxxxxxxxbigjim
>>
>>
>> Dear Mr. bigjim,
>>
>> Thank you for your message to Gold Passport.
>>
>> Upon reviewing your account, it does appear that you have
completed
>> your points to miles conversion to Delta Airlines. Regretfully, as
>> the miles have already been extracted, we are unable to change
your
>> points to miles conversion.
>>
>> I do apologize for any inconvenience that this may have caused. If
I
>> may be of further service please feel free to contact me.
>>
>> Warmest regards,
>> Lee Ann
>>
>>>> ----- Original Message -----
>> From: From: Gold Passport Customer Service
>> To: bigjim
>> Sent: Wednesday, November 17, 2004 5:34 PM
>> Subject: Subject: Reply

>> I sent an e-mail on November 11, 2004, immediately after your
>> website erroneously transferred points to my Delta Airlines
account.
>> I did not receive a response. I noticed that the points posted to
my
>> Delta account today and I called Hyatt. The customer service
>> representative was very nice (Kat was her name); however, she said
>> that since the points had already been transferred, nothing could
be
>> done. I have included the text from my original e-mail below.
>> Please advise how this situation can be rectified.
>>
>> Thank you,
>>
>> bigjim
>>
>> Email sent November 11, 2004 @ 7:12 a.m. to
[email protected]
>> <[email protected]>
>>
>> GXXXXXXXXXXXXX Gold Passport Number
>>
>> I was attempting to determine how many points wereha awarded on
>> redemption to airline frequent flier programs. I was expecting a
>> confirmation screen but 15,000 points were deducted from my
account
>> and I did not intend to redeem these points to Delta Airlines.
>>
>> I wanted to redeem the 15,000 points to Southwest Airlines
(Account
>> #XXXXXXXXXXXXXX) for 6 points with Southwest.
>>
>> Please advise how this can be handled. Thank you for your
>> assistance.
>>
>> bigjim
>>

:td:

hope the consierge can help

Thanks for the words of encouragement. I concede that someone might could make the case that I was "trigger happy." It was the first time that I have visited the goldpassport site. It is NOT user friendly or intuitive.

One correction to your response though - I'm just a lowly no status member with Hyatt; however, I still would think that customer service would respond in a timely manner. Their excuse that a correction can't be made after the points post to Delta is an out and out lie. I have seen corrections made to my Delta account in the past - both points in and points out - this person that I have gotten stuck dealing with just doesn't want to pursue it.

Just a quick update. I have been contacted by the hyatt gold concierge for more information.

I'll post the results here and give credit if you credit is due. We'll see if they do the right thing and get my 6 points posted to Southwest.

Before the Gold Concierge could get back with me, the points were removed from my Delta account and posted to my Southwest account - no apology or explanatory email.

Gold Concierge contacted me later to tell me that she could see that an exception had been made. I was very impressed with Gold Concierge but still extremely disappointed in the treatment by the original customer service representative, Lee Ann.

Bottom line, I'm happy now - I just hate that I had to jump through these hoops to get there.