Avios fraudulently transferred from my BAC account to an Iberia account
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FYI, Uberman21!
After reporting the fraudulent transfer, I did call BA once more, chatted online once and WhatsApp once before the much anticipated email arrived.
Was told by BA agent that the only communication channel by fraud team is through email. Fraud team would not call. Even the BA agent has no direct communication with the back-office fraud team.
We will see.
When I called they said account would be locked and should take 2 weeks to resolve. 23 days on and still locked out of the account and nothing.
Will give them a bit longer…
@Uberman21 try the WhatsApp chat function on BA Club. After weeks of silence, I got through to an agent on that platform and they said they would email the fraud team. Must have done something as it was resolved in the next 48 hours.
Can’t agree more! You should definitely give BA/Avios WhatsApp channel a try!
I chatted with an agent through WhatsApp on 18 July (Friday) and they agreed to send a note to the fraud team. The email from the fraud team then ‘miraculously’ arrived on 21 July (the next working day).
You should definitely give BA/Avios WhatsApp channel a try!
That’s really good to know – how do I find BA on WhatsApp? Which number do I need to add/search for?
TIA
Click on ‘contact us via WhatsApp’!
This is still happening – 206,000 points transferred out of the household account last week to Iberia. The only notification was the head of the household received an email regarding an ‘adjusted account balance’.
There was 2FA set up on the hacked account and no emails or SMS ever arrived. But a warning sign is the sudden influx of a large number of random spam email, this is designed to hide any emails from BA that might slip through.
An immediate call to BA last week was meant to lock the account and inform the fraud team but after calling today it appears that non of this happened. Either they are overwhelmed or the IT systems just don’t work as expected. I would recommend anyone with this issue calls every 7-10 days until resolved.
@nfp – so sorry to hear you have had a similar experience to me, albeit a year apart. When my Avios were taken last year, I rang the silver line a couple of times. It seemed their contact with the Fraud team was by email. I was told the Fraud Team did not work at weekends. Who knows if that is true. But it was between 2 and 3 weeks when my Avios were returned.
When we were in the Lounge of IC Lisbon last year just before mine were taken, there was someone there who was talking loudly to other guests about the work he did before his recent retirement from the BA Fraud Team. It did not inspire much confidence to us, but he seemed to impress some US travellers!
Same thing has happened to me. I’ve lodged a complaint, chatted with an agent on line and nothing except it’s taking longer than usual to investigate. If it’s happened to so many people shouldn’t the ICO be investigating a data breach?
I’ve just been hit by this incident this week, and the customer service I’ve had from BA has been appalling.
I’ve called three times and been told a different procedure each time, so now I have no confidence in how it’s being dealt with or even if it’s with the right team for resolution.
Surely, given the scale of this incident, there is a clear procedure for the agents to follow?!
Something that was already distressing is now being made worse by poor customer service!
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