Points deducted for reward that you never ordered
 

So I get an email from Marriott Rewards confirming my order for twelve 010 Room Upgrades -5000 points each for a total of -60,000 points. Problem is, I never ordered any rewards. Called the Gold desk and had the rewards canceled but they couldn't tell me how this happened. I'm a little concerned that my account has been compromised, anyone ever had this happen?

Most likely it is someone hitting the wrong account by mistake. It seems many companies are less the forthcoming with their flaws when things like this happen.

Protect yourself by changing your password and email address ASAP. Watch your account closely for any more unauthorized activity. AND keep on MR to cancel any new activity and maybe ask them for a new account number.

Marriott will let you put a passcode on any changes. A Marriott CSA will need you to provide that code before they can order awards or make other changes.

This. I set this up several years ago, but that only applies to phone stuff I think.

I don't think the OP needs to get a new acct number but do think s/he should change password in addition to passcode

Cheers

There have been reports with other FF programs that something like this can happen if you call and the agent does something that involves opening your account, but then fails to close it and open the correct account when handling the next call.

Wouldn't room upgrades be done at the front desk? I'm thinking the FDC fat-fingered the account number and hit the OP's account by mistake and once it worked, didn't look any further.

Should be easy enough to trace down who got the benefit of the upgrades. Now they may be in for a surprise. First when the upgrades didn't hit their account and then again once they do. Future FT thread title: Points taken for free upgrades! :)

No, room upgrade certs have to be ordered and attached to a reservation before you arrive. Note that the OP here is talking about the ordering of upgrade certs, not asking for an upgrade during check-in.

I realize the OP did not request these items, but what shows up in the account if a guest request a point-upgraded room at check-in? Wouldn't it be the same? If the FDC missed the account number and hit the OP's account by mistake, I don't think there is any verification process or very little that the FDC could have missed it.

I'm just guessing here. Maybe someone with FDC experience could chime in.