Oct 10, 2018, 6:18 pm
Last edit by: username
Lessons Learned
- Don't assume members whose accounts are locked did something bad
- UA agents seem to be unable or unwilling to help when accounts are locked
- In post #21, OP said: "The situation has been resolved after escalating to the [email protected] , funny how one email to the right address is more useful than over 30 CS agents at the elite desk."
MP locked my account due to "Fraud", Help {caused by UA error, access restored}
Oct 5, 2018, 8:19 am
#16
Join Date: Apr 2016
Location: Tacoma, WA
Programs: UA Mileage Plus, Alaska Mileage Plan, Marriott Bonvoy
Posts: 82
Just curious... How do you know they were "random Indian passengers" and what airline could they have used UA miles on for an upgrade at 15k a piece? That seems very low. UA doesn't even fly to or from Russia.
Oct 5, 2018, 8:37 am
#17
Join Date: May 2016
Posts: 279
U beat me to it. (Random Indian passengers could be because OP knows their names.)
Oct 5, 2018, 9:33 am
#18
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,413
The only Star Alliance Upgrade Award that costs 15K and includes Russia is an intra-European Business to First award. Unless LH operates an F cabin on some of its Russian flights, some detail seems wrong.
Oct 5, 2018, 9:39 am
#19
Join Date: Apr 2017
Location: Bay Area - East Bay
Programs: UA 1k, AS 75k, Marriott Platinum, Hyatt Explorist
Posts: 641
When I redeem miles for an air travel award, under account activity you can click and they show you the traveller names. OP could have done this and seen 2 Indian names. Also, 15k is the upgrade cost for someone booked into Y from Europe -> US.
Edited to add, I don't think there are any direct *A flights from Russia to NYC, so it could be an upgrade award on just Russia-somewhere in Europe before the TATL leg
Edited to add, I don't think there are any direct *A flights from Russia to NYC, so it could be an upgrade award on just Russia-somewhere in Europe before the TATL leg
Oct 5, 2018, 9:47 am
#20
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,413
When I redeem miles for an air travel award, under account activity you can click and they show you the traveller names. OP could have done this and seen 2 Indian names. Also, 15k is the upgrade cost for someone booked into Y from Europe -> US.
Edited to add, I don't think there are any direct *A flights from Russia to NYC, so it could be an upgrade award on just Russia-somewhere in Europe before the TATL leg
Edited to add, I don't think there are any direct *A flights from Russia to NYC, so it could be an upgrade award on just Russia-somewhere in Europe before the TATL leg
Oct 5, 2018, 1:18 pm
#21
Original Poster
Join Date: Apr 2010
Posts: 124
Update,
So The situation has been resolved after escalating to the [email protected] , funny how one email to the right address is more useful than over 30 CS agents at the elite desk.
To clarify the situation so to help someone else in the future.
Yes the upgrades were of 15k for 2 passengers, the reason I know the names of the passengers is due to the fact that they appear in the online profile statement. I looked before calling to report the suspicious activity in my account. I knew they were traveling from russia to NYC as that is what the CS rep told me when I called in the activity. They were actually in the air at that time.
The fraud department or what ever you want to call it confirmed that it was a human error by the same CS agen that processed my RPU, No hacking or mal intended activity. So the freezing of the account was done as a preventive measure under my consensus. Nobody wants their MP piggy bank to be drained.
End of story. to summarize, only one department can resolve these kinds of issues and it sucks that there is not phone number to call. At the end of the day you have to play the email rulette and wait for them to get to you.
Cheers for the people that actually tried to help rather than infer actions that were never remotely mentioned in my description.
So The situation has been resolved after escalating to the [email protected] , funny how one email to the right address is more useful than over 30 CS agents at the elite desk.
To clarify the situation so to help someone else in the future.
Yes the upgrades were of 15k for 2 passengers, the reason I know the names of the passengers is due to the fact that they appear in the online profile statement. I looked before calling to report the suspicious activity in my account. I knew they were traveling from russia to NYC as that is what the CS rep told me when I called in the activity. They were actually in the air at that time.
The fraud department or what ever you want to call it confirmed that it was a human error by the same CS agen that processed my RPU, No hacking or mal intended activity. So the freezing of the account was done as a preventive measure under my consensus. Nobody wants their MP piggy bank to be drained.
End of story. to summarize, only one department can resolve these kinds of issues and it sucks that there is not phone number to call. At the end of the day you have to play the email rulette and wait for them to get to you.
Cheers for the people that actually tried to help rather than infer actions that were never remotely mentioned in my description.
Oct 5, 2018, 1:45 pm
#22
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,159
Update,
So The situation has been resolved after escalating to the [email protected] , funny how one email to the right address is more useful than over 30 CS agents at the elite desk.
To clarify the situation so to help someone else in the future.
Yes the upgrades were of 15k for 2 passengers, the reason I know the names of the passengers is due to the fact that they appear in the online profile statement. I looked before calling to report the suspicious activity in my account. I knew they were traveling from russia to NYC as that is what the CS rep told me when I called in the activity. They were actually in the air at that time.
The fraud department or what ever you want to call it confirmed that it was a human error by the same CS agen that processed my RPU, No hacking or mal intended activity. So the freezing of the account was done as a preventive measure under my consensus. Nobody wants their MP piggy bank to be drained.
End of story. to summarize, only one department can resolve these kinds of issues and it sucks that there is not phone number to call. At the end of the day you have to play the email rulette and wait for them to get to you.
Cheers for the people that actually tried to help rather than infer actions that were never remotely mentioned in my description.
So The situation has been resolved after escalating to the [email protected] , funny how one email to the right address is more useful than over 30 CS agents at the elite desk.
To clarify the situation so to help someone else in the future.
Yes the upgrades were of 15k for 2 passengers, the reason I know the names of the passengers is due to the fact that they appear in the online profile statement. I looked before calling to report the suspicious activity in my account. I knew they were traveling from russia to NYC as that is what the CS rep told me when I called in the activity. They were actually in the air at that time.
The fraud department or what ever you want to call it confirmed that it was a human error by the same CS agen that processed my RPU, No hacking or mal intended activity. So the freezing of the account was done as a preventive measure under my consensus. Nobody wants their MP piggy bank to be drained.
End of story. to summarize, only one department can resolve these kinds of issues and it sucks that there is not phone number to call. At the end of the day you have to play the email rulette and wait for them to get to you.
Cheers for the people that actually tried to help rather than infer actions that were never remotely mentioned in my description.
It does seem that United should have better directed you during all those interactions with the premiere desk...
Oct 5, 2018, 2:06 pm
#23
Join Date: Nov 2002
Location: Maryland, near DC
Programs: UA 1k MM, AA EXP MM, Marriott Bonvoy Lifetime Titanium, HHonors Diamond, Avis First (oh boy)
Posts: 539
read the thread again... someone did imply it pretty explicitly
I don't think ANYONE said he is in violation of the T&C.
They are saying United thinks he is in violation of the T&C
United, generally doesn't lock someone account for S&G, they generally have a reason. Then they investigate to either prove or disprove that reason and take appropriate action from there
Either way, the account is locked and until they get good and ready to look at it, you have to sit tight and wait.
They are saying United thinks he is in violation of the T&C
United, generally doesn't lock someone account for S&G, they generally have a reason. Then they investigate to either prove or disprove that reason and take appropriate action from there
Either way, the account is locked and until they get good and ready to look at it, you have to sit tight and wait.
Oct 6, 2018, 12:22 am
#27
FlyerTalk Evangelist
Join Date: May 2001
Posts: 10,970
Thanks OP for updating us the results. Interesting...I am curious that...
Did the agent who processed the RPU somehow upgraded these 2 passengers by mistake? Did the agent forget to "logout" of OP's account?
Also, it seems UA's process is somewhat broken that agents keep a "hands-off" attitude (probably with a hint of suspicion on the victim) when this happens and left the victim to struggle on their own?
Did the agent who processed the RPU somehow upgraded these 2 passengers by mistake? Did the agent forget to "logout" of OP's account?
Also, it seems UA's process is somewhat broken that agents keep a "hands-off" attitude (probably with a hint of suspicion on the victim) when this happens and left the victim to struggle on their own?
Oct 6, 2018, 7:53 am
#28
Join Date: Jun 2017
Location: New Jersey
Programs: Marriott Platinum Premier, Hilton Gold, Hyatt Discoverist, MileagePlus Gold
Posts: 24
Update,
So The situation has been resolved after escalating to the [email protected] , funny how one email to the right address is more useful than over 30 CS agents at the elite desk.
To clarify the situation so to help someone else in the future.
Yes the upgrades were of 15k for 2 passengers, the reason I know the names of the passengers is due to the fact that they appear in the online profile statement. I looked before calling to report the suspicious activity in my account. I knew they were traveling from russia to NYC as that is what the CS rep told me when I called in the activity. They were actually in the air at that time.
The fraud department or what ever you want to call it confirmed that it was a human error by the same CS agen that processed my RPU, No hacking or mal intended activity. So the freezing of the account was done as a preventive measure under my consensus. Nobody wants their MP piggy bank to be drained.
End of story. to summarize, only one department can resolve these kinds of issues and it sucks that there is not phone number to call. At the end of the day you have to play the email rulette and wait for them to get to you.
Cheers for the people that actually tried to help rather than infer actions that were never remotely mentioned in my description.
So The situation has been resolved after escalating to the [email protected] , funny how one email to the right address is more useful than over 30 CS agents at the elite desk.
To clarify the situation so to help someone else in the future.
Yes the upgrades were of 15k for 2 passengers, the reason I know the names of the passengers is due to the fact that they appear in the online profile statement. I looked before calling to report the suspicious activity in my account. I knew they were traveling from russia to NYC as that is what the CS rep told me when I called in the activity. They were actually in the air at that time.
The fraud department or what ever you want to call it confirmed that it was a human error by the same CS agen that processed my RPU, No hacking or mal intended activity. So the freezing of the account was done as a preventive measure under my consensus. Nobody wants their MP piggy bank to be drained.
End of story. to summarize, only one department can resolve these kinds of issues and it sucks that there is not phone number to call. At the end of the day you have to play the email rulette and wait for them to get to you.
Cheers for the people that actually tried to help rather than infer actions that were never remotely mentioned in my description.
Oct 6, 2018, 10:12 am
#29
Join Date: Jan 2017
Location: SFO
Programs: United 1MM GS, Marriott Platinum Elite, Hilton Diamond, Hertz President's Circle
Posts: 283
Curious: Is this the first instance of someone coming to FT with an issue with a frozen MP account, where it is a legitimate mistake?
Oct 6, 2018, 11:29 am
#30
FlyerTalk Evangelist
Join Date: Dec 2006
Location: Pacific Northwest
Programs: UA Gold 1MM, AS 75k, AA Plat, Bonvoyed Gold, Honors Dia, Hyatt Explorer, IHG Plat, ...
Posts: 16,854
Not sure. But I am pretty sure this isn’t the first time I read a report here where a customer’s account was accidentally used to upgrade/book an award for a subsequent caller.