Points Stolen
Oct 1, 2018, 11:21 am
#1
Original Poster
Join Date: Oct 2018
Posts: 7
Points Stolen
So I log in to my RR account after receiving and email that I used 129938 points in my account. I see that somehow a ticket to Hong Kong Disneyland was bought thru More Rewards with my points and being sent to someone in Hong Kong. I contact Southwest and they say it will take 10business days to investigate. It seems pretty obvious to me that someone hacked my account and had the tickets sent to them. Why do they need 10 days to figure it out. I always depend on SWA doing the right thing and I hope I can keep depending on that. Anyone else ever had this happen to them ?
Oct 1, 2018, 11:42 am
#2
Join Date: Aug 2013
Location: Inland Empire, semi-regularly going between LAX/ONT/SNA and IND/STL
Programs: Rapid Rewards, SkyMiles, AAdvantage
Posts: 668
So I log in to my RR account after receiving and email that I used 129938 points in my account. I see that somehow a ticket to Hong Kong Disneyland was bought thru More Rewards with my points and being sent to someone in Hong Kong. I contact Southwest and they say it will take 10business days to investigate. It seems pretty obvious to me that someone hacked my account and had the tickets sent to them. Why do they need 10 days to figure it out. I always depend on SWA doing the right thing and I hope I can keep depending on that. Anyone else ever had this happen to them ?
Oct 1, 2018, 1:06 pm
#7
FlyerTalk Evangelist
Join Date: Nov 2000
Location: Nashville -Past DL Plat, FO, WN-CP, various hotel programs
Programs: DL-MM, AA, SW w/companion,HiltonDiamond, Hyatt PLat, IHF Plat, Miles and Points Seeker
Posts: 11,072
As to 10 days - pretty sure that is a standard answer so people do not call back everyday.
Sort of like how they say refunds might take 2 billing cycles, but they usually show up with 48 hours, often less.
Oct 1, 2018, 1:16 pm
#9
FlyerTalk Evangelist
Join Date: Nov 2000
Location: Nashville -Past DL Plat, FO, WN-CP, various hotel programs
Programs: DL-MM, AA, SW w/companion,HiltonDiamond, Hyatt PLat, IHF Plat, Miles and Points Seeker
Posts: 11,072
Oct 1, 2018, 2:14 pm
#10
Join Date: Mar 2011
Posts: 6,286
Unfortunately, be aware that there have also been reported instances of Southwest not "making it right" in these types of situations. Depending on how your account was compromised, and if they are able to verify that it was not you who used the points, you may or may not have the points returned to you. The Rapid Rewards program terms and conditions allows them to deny responsibility:
Hopefully this will all work out. Please do come back and let us know what happens. Good luck.
Southwest Airlines is not responsible for unauthorized access to a Member’s Account and will not replace stolen points or awards.
Hopefully this will all work out. Please do come back and let us know what happens. Good luck.
Oct 1, 2018, 2:26 pm
#11
Join Date: Dec 2006
Location: SNA
Programs: Bonvoy LTTE/AMB, AmEx Plat, National EE, WN A-List, CLEAR+, Covid-19
Posts: 4,964
Oct 1, 2018, 2:32 pm
#12
Join Date: May 2005
Location: PHX
Programs: AA Gold, WN A+ & CP, HH Diamond, Hyatt Platinum, National Executive Elite
Posts: 3,246
Not being rude, just pointing out that it's not a no brainer on their side of the fence. Hopefully it all works out for you.
Oct 1, 2018, 2:38 pm
#13
Join Date: May 2005
Posts: 4,871
Oct 1, 2018, 5:58 pm
#15
Join Date: Apr 2018
Posts: 94
It may get trickier since it’s thru More Rewards, technically a 3rd party vendor. Go to their website also and contact Customer Service there as well. Just cover all your bases. Also if you haven’t already, change your RR password and maybe your email too if that’s an option. I use a separate email account strictly for all my travel.
Good luck.
Good luck.