How long does it take for them to repsond to an emailed problem? I signed up for a free account over the weekened and then did a swap miles for a gift card. All went fine, then later I tried to sign back in and it keeps saying my account doesnt exist. Monday the miles for the giftcard were take from my American Air account, I can only hope the gift card actually shows up. But I want to know where my account went! I wont be able to re-sign back up with them because I already registed my program #'s with them so they will be recognized belonging to another account.
Any adivce?

Welcome to FlyerTalk, daboscar.

I've generally found (both from experience and reading that of others) for points.com to have a reasonable customer support but, yes, it can be slow.

FWIW, most of us here sign up for points.com only to get bonus miles, and never actually use it , because we have a hard time finding occasions when it's a good value. Nevertheless, because we do sign up for it and that needs to be handled properly to get bonus miles from that action, from the standpoint of straightening out an account plenty of us have dealt with their customer service. I only contacted them once, and that was by email; dunno if any other ways of contacting them work better or not.

*blowing some dust off of very old files here...*

I would get out now and avoid using points.com for much more than some quick promo... I do believe they run a few of the major airline transfer portals so if you are moving miles from say one account to another for that hefty fee they charge, well, let's hope there are no problems. If it works, good on ya. If not, consider taking up alcoholism. I found them to be so heavily relying on automation that when there WAS a problem, they masked it with false customer service and this resulted in unheard of delays. You probably already tried 1-866-340-3717 or email at [email protected] or something like that... I dunno even, because I have their site on my personal 'DO NOT USE' list. tee hee hee.

Ahh, what fun, eh?... yeah, I know...

Well, here are some olde things from back in '04 which may enlighten you to the FT issues of the past, and below the links of long, long, oh so very long threads are a list of people who used to or may still work for them... (I'd only read the links if you had TONS of time on your hands!)

http://www.flyertalk.com/forum/showthread.php?t=376577

http://www.flyertalk.com/forum/showthread.php?t=312953


[email protected]
also CC to:
[email protected]
and:
Lissa Romano
Manager, Customer Delight
Points International Ltd.
Fax: 416.596.3268

Michael Baruch
[email protected]
Director, Partner Marketing
Points International
179 John Street, 8th Floor Toronto, Ontario M5T 1X4
tel: 416-596-6393
fax:416-595-6444
efax:786-549-7932

[email protected] - the IT guru manager head guy who, in the end, finally was proded to deal with and later fix over 100 peoples' problems from work I/we all did in this very forum on an old AA/Ebay promo...

Others we fired off tons of emails to, until our issues were dealt with accordingly...

[email protected];
[email protected];
[email protected];
[email protected];
[email protected];
[email protected];
[email protected];
[email protected];
[email protected];
[email protected];
[email protected];
[email protected];
[email protected];
[email protected];
[email protected]

MM
Oh, if it were me, I'd be certain to SAVE EVERYTHING I DID relating to your transaction/issue and then wait a total of 5 business days for it to post unless their terms say otherwise... I would also screen shot and date stamp said terms for my own records (because site content has been known to change) and then I'd fire off a friendly note to them all reminding them that your miles are important to you, armed with all these things if needed... Then I woudn't let 'em try to pass me back and forth between people, and I would ask the person handling or "owning" my problem to let me know of their vacation schedule (Lissa R went on a few of them when we had her) and ask for a confirmed back up person to own the problem too. But hey, that's just me. And yes, it CAN get this rough...

!good luck!

I got a response from Points.com in June 2005 in regards to my last email sent around Aug/Sep 2004. This will give you some ideas about their "speed" of customer services.

However, I am not sure it went through the 4th (or 5th?) generation of new management while we were heavily dealing with them in 2004/2005. MM's post surely provided the "hysterical" background info. Woops, I mean historical background.

I don't do anything with them no more. They might be different now since it's 2006 already. At least the website had a makeover.

Welcome to FT!

hahahaha!!!! lin821

yes welcome to FT... points.com could take a few days to a few years to reply. I would stay on top of it unless you do not care about the miles. And then never use them again.
MM