Account Hacked. Avios Stolen (Still)

[LJFlyer]

Hi everyone, I’m posting here again as I urgently need help with a serious issue regarding my British Airways Executive Club account.

I previously posted about this a week ago, but I think I may have posted under the wrong subject, so I’m trying again. On December 24th, I discovered that my account had been hacked and over 90,000 Avios points were transferred to an Iberia Plus account that isn’t mine (the hack actually occurred in October, but I hadn’t checked my account until December).

Since then, I’ve contacted British Airways five times, and each time I’m told the same thing: my account was blocked, the fraud team would investigate, and I’d receive an update within 7–10 working days. Despite this, I’ve heard absolutely nothing from BA!!!!

These Avios points took years to earn, and I need them for upcoming trips. I feel completely abandoned by BA, and I’m desperate for advice or support. If anyone has experienced something similar or knows how to escalate this, I would greatly appreciate your help.

Thank you!

[NorthernLass]

Have you read the other threads on here on this subject? It does seem to vary from a couple of weeks to a few months for people to get their avios back and continually calling BA doesn’t seem to make the fraud team move any faster.

Plenty of informative posts from experience in those threads which may reassure you.

[Andrew.]

LJFlyer wrote:

On December 24th, I discovered that my account had been hacked and over 90,000 Avios points were transferred to an Iberia Plus account that isn’t mine (the hack actually occurred in October, but I hadn’t checked my account until December).

Since then, I’ve contacted British Airways five times, and each time I’m told the same thing: my account was blocked, the fraud team would investigate, and I’d receive an update within 7–10 working days. Despite this, I’ve heard absolutely nothing from BA!!!!

Doesn’t it reset the clock every time you call them?

Either way, we are only on working day 12. There probably wasn’t anyone working in the fraud team between 24th December and 6th January either.

[AJA]

Unfortunately patience is key. You have done everything you can. You have to let the BA fraud investigation team do their thing. THat 7-10 working day guideline is just that – a guideline. It isn’t a guarantee that they will contact you within 7-10 days. Constantly phoning them isn’t going to speed the process up especially as you aren’t able to talk directly to the fraud investigation team.