Account hacked, points spent
Dec 27, 2016, 1:14 am
#76
Join Date: Aug 2013
Location: DXB
Programs: EK, AA, DL, UA, SPG, HGP, Amex
Posts: 1,208
Just received an email asking me to review my recent stay at a Hotel Indigo in Thailand... I've never stayed there.
I checked my account and someone redeemed 2 nights (2x30k points), draining the account.
The 4 digit PIN policy strikes again! Archaic!
Reset my pin and called IHG to report it. Highly unlikely the email account was hacked (use unique passwords, two factor authentication, etc).
Oddly, the email on the account was still the same and yet I had never received any confirmation of the booking.
Also, don't they ask for ID when checking in for a stay??
I checked my account and someone redeemed 2 nights (2x30k points), draining the account.
The 4 digit PIN policy strikes again! Archaic!
Reset my pin and called IHG to report it. Highly unlikely the email account was hacked (use unique passwords, two factor authentication, etc).
Oddly, the email on the account was still the same and yet I had never received any confirmation of the booking.
Also, don't they ask for ID when checking in for a stay??
After filing my case I was told that the Fraud team would contact me.
They never did... so I called back today. The CSR looked into the case notes and promptly told that they would adjust the points - given the satisfactory response I did not probe into the reasoning or fact pattern. She did request that I open a new IHG Rewards account. I did this online while she waited and she then proceeded to transfer the points and status. She then closed the old account number. It's not a mirror of the old account so the account history looks a bit messy, but all points were reinstated.
Still not sure how the old account was compromised, but situation was resolved.
Dec 27, 2016, 11:07 pm
#77
Join Date: Sep 2012
Location: Amsterdam, Asia, UK
Programs: IHG RA (Spire), HH Diamond, MR Platinum, SQ Gold, KLM Gold, BAEC Gold
Posts: 5,072
Update
After filing my case I was told that the Fraud team would contact me.
They never did... so I called back today. The CSR looked into the case notes and promptly told that they would adjust the points - given the satisfactory response I did not probe into the reasoning or fact pattern. She did request that I open a new IHG Rewards account. I did this online while she waited and she then proceeded to transfer the points and status. She then closed the old account number. It's not a mirror of the old account so the account history looks a bit messy, but all points were reinstated.
Still not sure how the old account was compromised, but situation was resolved.
After filing my case I was told that the Fraud team would contact me.
They never did... so I called back today. The CSR looked into the case notes and promptly told that they would adjust the points - given the satisfactory response I did not probe into the reasoning or fact pattern. She did request that I open a new IHG Rewards account. I did this online while she waited and she then proceeded to transfer the points and status. She then closed the old account number. It's not a mirror of the old account so the account history looks a bit messy, but all points were reinstated.
Still not sure how the old account was compromised, but situation was resolved.
Those of us wth large balances tend to check daily even if not logging on to book a room or check an earlier stay posted correctly.
As I am just about to hit 7figure balance for first time ever come Jan2017 (versus usual max of 250-400k contingency) as not redeeming any for the 50k-60k European ICs I usually do each year during the last 12months.
My balance already would 1m+ be but I redeemed 55k for IC Melbourne Jan2017 ... thus I login and check nightly to ensure I am not hacked .
Maybe illogical, but from your account usage descripton, it is maybe safer for hackers to book rooms from only low value ihg accts?! ie ihg accts which are not logged onto with regularity to book/check stays posted
Conversley high balance acct when hacked are probably redemmed in seconds for e-$$$-vouchers emailed to altered temp yahoo/gmail acct ...or electronic goods posted to China.
(No doubt 60k balances can't be used for $$$-e-Vouchers or to purchase any desirable electronic resellable goods, so are used to resell as rooms when hacked)
Jan 11, 2017, 1:40 pm
#79
Join Date: Sep 2009
Location: IAH
Programs: UA 1K, 1MM; IHG Spire; HH Diamond; Marriott Gold (UA); National Executive Elite
Posts: 669
Hi Motorskills,
Security is our top priority and we apologize for the inconvenience you may have experienced. We would like to assist you. Please email [email protected] with your IHG Rewards Club member and details of your concerns, including your Flyertalk username as reference.
We look forward to your response.
Regards,
Zelyn N.
Case Manager
IHGService
Security is our top priority and we apologize for the inconvenience you may have experienced. We would like to assist you. Please email [email protected] with your IHG Rewards Club member and details of your concerns, including your Flyertalk username as reference.
We look forward to your response.
Regards,
Zelyn N.
Case Manager
IHGService
Hi Zelyn,
I sent an email with updated information some time ago, but have received no acknowledgement to date. Please can you investigate, thanks.
Reference # 10392783154
Jan 11, 2017, 2:24 pm
#80
Company Representative - InterContinental Hotels
Join Date: May 2011
Location: Salt Lake City Utah
Programs: IHG Rewards Club
Posts: 166
Hi Motorskills,
Thank you for your most recent contact with us. We have sent you an email to discuss this matter further. Please expect it momentarily. Thank you.
Regards,
Ingrid V.
Case Manager
IHGService
Thank you for your most recent contact with us. We have sent you an email to discuss this matter further. Please expect it momentarily. Thank you.
Regards,
Ingrid V.
Case Manager
IHGService
Jan 11, 2017, 5:49 pm
#81
Join Date: Sep 2009
Location: IAH
Programs: UA 1K, 1MM; IHG Spire; HH Diamond; Marriott Gold (UA); National Executive Elite
Posts: 669
Feb 7, 2017, 8:32 pm
#82
Join Date: Sep 2009
Location: IAH
Programs: UA 1K, 1MM; IHG Spire; HH Diamond; Marriott Gold (UA); National Executive Elite
Posts: 669
I regret this continues to be an inconvenience. I have forwarded this matter to the appropriate department and have requested for their assistance regarding your account. They will reach out to you via email within 5 business days.
Thank you again for reaching out to us. We appreciate your patience.
Best Regards,
Ingrid V
Thank you again for reaching out to us. We appreciate your patience.
Best Regards,
Ingrid V
There has been no follow-up as promised.
Not exactly Spire-level service.....
Feb 8, 2017, 4:24 am
#83
Company Representative - InterContinental Hotels
Join Date: May 2011
Location: Salt Lake City Utah
Programs: IHG Rewards Club
Posts: 166
Hello Hi Motorskills,
I sincerely apologize if the expected time frame for our IHG Rewards Club Department to contact you is far from ideal and it is disappointing to know that this has not yet been resolved. I will be reviewing your case and follow-up with our IHG Rewards Club Specialists regarding this matter. I will also be sending you an e-mail to shortly to obtain more information .
Again, we appreciate you reaching back to us and we value your continued patience.
Regards,
Grace P.
Case Manager
IHGService
I sincerely apologize if the expected time frame for our IHG Rewards Club Department to contact you is far from ideal and it is disappointing to know that this has not yet been resolved. I will be reviewing your case and follow-up with our IHG Rewards Club Specialists regarding this matter. I will also be sending you an e-mail to shortly to obtain more information .
Again, we appreciate you reaching back to us and we value your continued patience.
Regards,
Grace P.
Case Manager
IHGService
Feb 8, 2017, 5:45 am
#84
Join Date: May 2004
Location: SIN (LEJ once a year)
Programs: SQ, LH, BA, IHG Diamond AMB, HH Gold, SLH Indulged, Accor Gold, Hyatt Discoverist
Posts: 7,726
Same here, I check our (families) accounts daily. Definitely a sad state. IHG account security offered is plain atrocious. They even send your current (lousy 4-digit) PIN and account number in plain format in unencrypted emails when you renew Ambassador status. The idiocy and carelessness is beyond compare.
Feb 8, 2017, 6:06 am
#85
Suspended
Join Date: Jul 2014
Location: MAN,TLV
Programs: Silver:BA,VX,AB, QF. Gold:A3,RJ,AZ,GF, EY,SPG,Marriott,Choice, Carlson. Dia/Plat:HH,IHG,BW,Accor
Posts: 1,965
Why dont IHG just invest in some basic security upgrades? Even to have just Captcha? Surely, if so many companies have it, it must be worth it?
Feb 8, 2017, 9:47 am
#86
Join Date: May 2010
Location: Australia
Programs: SQ & QF
Posts: 1,302
Feb 9, 2017, 9:57 am
#87
Join Date: Sep 2009
Location: IAH
Programs: UA 1K, 1MM; IHG Spire; HH Diamond; Marriott Gold (UA); National Executive Elite
Posts: 669
Hello Hi Motorskills,
I sincerely apologize if the expected time frame for our IHG Rewards Club Department to contact you is far from ideal and it is disappointing to know that this has not yet been resolved. I will be reviewing your case and follow-up with our IHG Rewards Club Specialists regarding this matter. I will also be sending you an e-mail to shortly to obtain more information .
Again, we appreciate you reaching back to us and we value your continued patience.
Regards,
Grace P.
Case Manager
IHGService
I sincerely apologize if the expected time frame for our IHG Rewards Club Department to contact you is far from ideal and it is disappointing to know that this has not yet been resolved. I will be reviewing your case and follow-up with our IHG Rewards Club Specialists regarding this matter. I will also be sending you an e-mail to shortly to obtain more information .
Again, we appreciate you reaching back to us and we value your continued patience.
Regards,
Grace P.
Case Manager
IHGService
Thank you Grace.
Feb 10, 2017, 8:09 am
#88
Join Date: Jun 2007
Programs: ROP Gold
Posts: 1,292
Feb 14, 2017, 2:21 pm
#89
Join Date: Sep 2009
Location: IAH
Programs: UA 1K, 1MM; IHG Spire; HH Diamond; Marriott Gold (UA); National Executive Elite
Posts: 669
Hello Hi Motorskills,
I sincerely apologize if the expected time frame for our IHG Rewards Club Department to contact you is far from ideal and it is disappointing to know that this has not yet been resolved. I will be reviewing your case and follow-up with our IHG Rewards Club Specialists regarding this matter. I will also be sending you an e-mail to shortly to obtain more information .
Again, we appreciate you reaching back to us and we value your continued patience.
Regards,
Grace P.
Case Manager
IHGService
I sincerely apologize if the expected time frame for our IHG Rewards Club Department to contact you is far from ideal and it is disappointing to know that this has not yet been resolved. I will be reviewing your case and follow-up with our IHG Rewards Club Specialists regarding this matter. I will also be sending you an e-mail to shortly to obtain more information .
Again, we appreciate you reaching back to us and we value your continued patience.
Regards,
Grace P.
Case Manager
IHGService
My situation has been satisfactorily resolved, thank you very much Grace et al.
Apr 16, 2017, 1:06 pm
#90
Join Date: Oct 2007
Location: Calgary, Alberta, Canada
Programs: Aeroplan 75K, Bonvoy Titanium
Posts: 1,369
Ugh, someone just stole 78000 points from my account! Called IHG and they said it was redeemed for iTunes gift cards. Just what I need before an upcoming week-long trip. 
I really wish IHG would allow something better than a 4 digit PIN as a password.
I really wish IHG would allow something better than a 4 digit PIN as a password.