Executive Club – unable to update personal details – duplicate account?

[danahughes]

Hi all. I have been unable to update my Executive Club personal details or check-in for BA flights for several months now. I have been ‘in correspondence’ with BA for many weeks, and am not getting anywhere. One person told me that a duplicate account was set up in error as part of a system change (to do with 2FA) several years ago. This may be the case, but I’ve only been having problems with a couple of months. Another person told me that the duplicate account has now been deleted. The problems, however, persist. I raised a complaint (or case reference as BA like to call it) and was told that in order to merge the accounts I need to email proof of ID – passport and utility bill. I commented that emailing such details doesn’t sound very secure, but the alternatives were to fax or post instead. I don’t believe there are any transaction on the duplicate account (as I don’t even know the account number), so don’t understand what actually needs to be merged. I phoned again this morning and was told that I needed to tell them transactions on my duplicate to pass through security. I responded the this was not possible as I never used my it and don’t know the account number. Has anyone had this issue, and if so, how was it resolved?

[travelmonkey]

We had something similar with my wife’s account very recently, although we happily emailed a copy of a certificate and everything resolved easily. Although I appreciate bog standard email isn’t the most secure medium, nowadays I would expect most email traffic to be at least encrypted in transit, given my host’s SMTP server won’t even open a connection without some form of encryption. There is presumably still the option to upload documentation to the BA website though? I think I’ve previously uploaded evidence to an existing case with BA, but even if you can’t do that you could always upload as you raise a new case and ask BA to look in the resulting case number for the evidence?

AAAANYWAY, what we found, after the amount merge, was that her Barclaycard was linked to a different account number we didn’t recognise and had presumably been paying Avios in there. (We suspect a BA shopping transaction created the extra account at some point). Either way, we got a few thousand unexpected Avios from the merge (more than the card spend alone would have accounted for), which was a nice bonus.