Charged $437 For Purchasing 35K Points When Trying to Use a 35K Cert On the Website
Jul 4, 2022, 4:58 am
#61
Original Poster
Join Date: Dec 2015
Posts: 393
Yes, that's what happens with this IT error. But if you don't have sufficient points in your account, then points are automatically purchased without your consent or any warning. Marriott refuses to acknowledge or fix the problem. And if you make a charge back on your credit card, then your account will be locked (a long and difficult process to unlock it, listening to stern talking from Marriott blaming you for their error), and on the second occurrence your Bonvoy account will be deleted, all reservations cancelled, points and certificates forfeited, without recourse.
Jul 12, 2022, 9:21 pm
#64
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,089
If you can send a private message to us with your full name, member account number, email address and reservation details, we would be pleased to check on it for you.
Best regards,
Carrie L
Specialist Social Media
Marriott International
[email protected]
Jul 15, 2022, 9:17 am
#65
Join Date: May 2011
Posts: 37
Dear grlnextdoor,
If you can send a private message to us with your full name, member account number, email address and reservation details, we would be pleased to check on it for you.
Best regards,
Carrie L
Specialist Social Media
Marriott International
[email protected]
If you can send a private message to us with your full name, member account number, email address and reservation details, we would be pleased to check on it for you.
Best regards,
Carrie L
Specialist Social Media
Marriott International
[email protected]
Sent!
Jul 15, 2022, 9:36 am
#66
Join Date: Apr 2011
Programs: Marriott Ambassador, AA ExecPlat, Amtrak Select Exec, former WN apologist
Posts: 1,428
This whole thread is terrifying. I am about to make a reservation with a FNA, is there something specific I should do to make sure it doesn't happen to me?
Jul 15, 2022, 10:03 am
#67
Join Date: Feb 2010
Location: YVR
Posts: 1,465
If you have enough points, you are fine. Example: if you are trying to use 35k FNA, and this glitch happens, 35k points will be used instead of the FNA. The unauthorized points purchase will only happen if you don't have enough points to cover the reservation. In this example, if you have 3k points, then 32k points may be purchased and your card on file may be charged without your knowledge or authorization.
Jul 15, 2022, 11:04 am
#68
Join Date: Jul 2009
Posts: 274
3. Gary Leff, who has some sort of contact with Marriott, did get a response from Marriott that they are aware of the issue. "Marriott tells me this is a known issue, that they’re working to fix it, and to reimburse members that were improperly charged. Specifically, “A fix will be implemented sometime next week beginning with the website where the majority of these bookings occur.” https://viewfromthewing.com/marriott...-certificates/
Jul 15, 2022, 12:27 pm
#69
FlyerTalk Evangelist
Join Date: Dec 2003
Location: LAX
Posts: 10,909
Jul 15, 2022, 3:02 pm
#70
Original Poster
Join Date: Dec 2015
Posts: 393
Lock the credit card on file and screen record the reservation. That is what I'm doing for all Marriott bookings now.
Jul 15, 2022, 11:41 pm
#71
FlyerTalk Evangelist
Join Date: Mar 2002
Location: Saipan, MP 96950 USA (Commonwealth of the Northern Mariana Islands = the CNMI)
Programs: UA Silver, Hilton Silver. Life: UA .57 MM, United & Admirals Clubs (spousal), Marriott Platinum
Posts: 15,051
Some of us use the same card for daily purchases, so locking the Marriott Bonv∘y credit card is not a practical tactic in such situations. 
Fortunately, I have enough Bonv∘y points to withstand a few errant "temporary" over-withdrawals.
Fortunately, I have enough Bonv∘y points to withstand a few errant "temporary" over-withdrawals.
Jul 17, 2022, 2:45 pm
#72
Original Poster
Join Date: Dec 2015
Posts: 393
You can just lock the card, complete the reservation, and then unlock the card.
Jul 17, 2022, 9:13 pm
#73
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
I have made 3 x 35K cert reservations in my husband’s account which has only 8K pts balance. NEVER once encounter the problems people here have.
I have posted the above work around BEFORE this point purchase fiasco on other threads when people complained about certs failed to attached. It was only because I found the cert not attached in my account but the system took points instead. I figured that the grayed out cert option was the culprit. So I used an old workaround on issues in switching point advance booking to cert booking and vice versa that has been known and used on Marriott forum for years, to “set free” the cert option from grayed out to clickable white dot. Then I click that option, cert is correctly attached.
Last edited by Happy; Jul 20, 2022 at 3:20 pm Reason: correct typo
Jul 18, 2022, 4:43 am
#74
Original Poster
Join Date: Dec 2015
Posts: 393
If you see the grayed out with tick mark on the option bubble of using FN cert, do NOT continue the booking. Choose the option of points even you do not have enough points. Once you check the point option, the bubble of using the cert will now become White and CLICKABLE. Now you are SAFE to choose it. You will see the Point Summary changes to Zero. Click open the Point Summary, you should see the line of points is crossed out, showing 0, and your cert is attached. This time it is real.
I have made 3 x 35K cert reservations in my husband’s account which has only 8K pts balance. NEVER once encounter the problems people here have.
I have posted the above work around BEFORE this point purchase fiasco on other threads when people complained about certs failed to attached. It was only because I found the cert not attached in my account but the system took points instead. I figured that the grayed out cert option was the culprit. So I used an old workaround issued in switching point advance booking to cert booking ir vice versa that has been known and used on Marriott forum for years, to “set free” the cert option from grayed out to clickable white dot. Then I click that option, cert is correctly attached.
I have made 3 x 35K cert reservations in my husband’s account which has only 8K pts balance. NEVER once encounter the problems people here have.
I have posted the above work around BEFORE this point purchase fiasco on other threads when people complained about certs failed to attached. It was only because I found the cert not attached in my account but the system took points instead. I figured that the grayed out cert option was the culprit. So I used an old workaround issued in switching point advance booking to cert booking ir vice versa that has been known and used on Marriott forum for years, to “set free” the cert option from grayed out to clickable white dot. Then I click that option, cert is correctly attached.
Jul 18, 2022, 7:55 pm
#75
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
Yet some people keep only concentrate on the having enough pts or not issue. The much more important issue is HOW TO AVOID BEING A VICTIM BY THE SYSTEM - that is the reason why I posted this workaround one more time when someone said he was afraid to book online with FN Cert.
I also specifically remember how you kept questioning me about the screens I saw, on other threads. You simply just did not want to learn there IS a workaround to avoid all the drama your wife has had. While the workaround is too late to change your wife's poor experience, it is NOT TOO LATE for others who are willing to learn to avoid such drama. It is that simple. At least I hope Mr.BoH could use it so he could book his FN online successfully.
I repeat, 3x 35 certs booked from an account with only 8K pts balance, NOT a single incident happened when using the workaround. Take it or leave it. Not my problem