Points Stolen

Old Oct 1, 18, 12:21 pm
  #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 ?
philly72 is offline  
Old Oct 1, 18, 12:42 pm
  #2  
 
Join Date: Aug 2013
Location: Inland Empire, semi-regularly going between LAX/ONT/SNA and IND/STL
Programs: Rapid Rewards, SkyMiles, AAdvantage
Posts: 667
Originally Posted by philly72 View Post
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 ?
My guess? It won't actually take anywhere near ten days to investigate; that's just what they tell you so they're covered in case there are any unexpected obstacles.
BerenErchamion is offline  
Old Oct 1, 18, 1:40 pm
  #3  
 
Join Date: May 2005
Posts: 3,624
Stuff happens...theyíll make it right. Why would you not want them to investigate fully and properly, taking whatever amount of time is necessary?
Often1 likes this.
smmrfld is online now  
Old Oct 1, 18, 1:44 pm
  #4  
 
Join Date: Jul 2013
Posts: 5,309
Can you cancel the ticket?
rsteinmetz70112 is online now  
Old Oct 1, 18, 1:52 pm
  #5  
Original Poster
 
Join Date: Oct 2018
Posts: 7
No, according to them it was shipped within 24 hours.
philly72 is offline  
Old Oct 1, 18, 1:53 pm
  #6  
Original Poster
 
Join Date: Oct 2018
Posts: 7
Of course I would want them to figure it out but it's really a no brainer.
philly72 is offline  
Old Oct 1, 18, 2:06 pm
  #7  
 
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: 9,237
Originally Posted by philly72 View Post
Of course I would want them to figure it out but it's really a no brainer.
Not exactly a no brainer. They do have to take your word vs what happened. I am surely not saying you might have actually done it, or a family member, etc. But - that is all possible.

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.
joshua362 likes this.
NoStressHere is offline  
Old Oct 1, 18, 2:12 pm
  #8  
 
Join Date: Jul 2013
Posts: 5,309
Originally Posted by philly72 View Post
No, according to them it was shipped within 24 hours.
If it hasn't been flown it can be cancelled.
rsteinmetz70112 is online now  
Old Oct 1, 18, 2:16 pm
  #9  
 
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: 9,237
Originally Posted by rsteinmetz70112 View Post
If it hasn't been flown it can be cancelled.
They were tickets to Disneyland - not air tickets. Air tickets would be very easy to fix.

It would be nice to turn OFF those sort of options. Would be interesting to see how the account was hacked.
belfordrocks likes this.
NoStressHere is offline  
Old Oct 1, 18, 3:14 pm
  #10  
 
Join Date: Mar 2011
Posts: 5,625
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:

Southwest Airlines is not responsible for unauthorized access to a Memberís 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.
ursine1 is offline  
Old Oct 1, 18, 3:26 pm
  #11  
 
Join Date: Dec 2006
Location: SJC
Programs: Bonvoy Tit Forever, AmEx Plat, National EE, WN CP, CLEAR
Posts: 3,854
Originally Posted by NoStressHere View Post
It would be nice to turn OFF those sort of options.
Seriously. I can't imagine a scenario where I'd want to get so little value for my points than More Rewards redemptions.
belfordrocks likes this.
kennycrudup is offline  
Old Oct 1, 18, 3:32 pm
  #12  
 
Join Date: May 2005
Location: PHX
Programs: AA Gold, WN A+ & CP, HH Diamond, Hyatt Platinum, National Executive Elite
Posts: 3,095
Originally Posted by philly72 View Post
Of course I would want them to figure it out but it's really a no brainer.
Judge, I'm not sure why we are wasting everyone's time here today in court. I told the police I didn't kill the person. What more do you need??

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.
justhere is offline  
Old Oct 1, 18, 3:38 pm
  #13  
 
Join Date: May 2005
Posts: 3,624
Originally Posted by philly72 View Post
Of course I would want them to figure it out but it's really a no brainer.
Ah...I see. So you have some helpful insight into exactly how your account was accessed and the points stolen? If so, Iím sure WN would be quite interested.
justhere and steved5480 like this.
smmrfld is online now  
Old Oct 1, 18, 4:16 pm
  #14  
 
Join Date: Aug 2012
Location: LAS
Posts: 1,455
Trust, but verify.
NextTrip is offline  
Old Oct 1, 18, 6:58 pm
  #15  
 
Join Date: Apr 2018
Posts: 93
It may get trickier since itís 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 havenít already, change your RR password and maybe your email too if thatís an option. I use a separate email account strictly for all my travel.

Good luck.
PlaneJane1 is offline  

Thread Tools
Search this Thread
Search Engine: