Hacked or auto-conversion? Accor points moved to Iberia without permission

[ed_fly]

Received an email this morning telling me my 14,000+ Accor points have been transferred Iberia miles. while I’ve transferred from Accor to Iberia previously, I didn’t initiate this transfer. Is likely a hacked account or some form of Accor IT fail?

• This topic was modified 54 years, 11 months ago by .

[gtellez]

I received the exact same email today about my 7K points, and my account is empty. I have sent them a message. Seing that other person received the same email (and being with Iberia too) makes me think that could be an Accor IT issue.

[ed_fly]

Someone else on flyertalk in the same position. Accor have already reinstated my points. So check your account again.

[gtellez]

Just check it and I have the points back, thanks!

[Rich-S]

I had the same email this morning, which caused me to worry as was over 24,000 points. Called Platinum membership number who said they would investigate and get back to me, but can now see the points have been returned. Sounds like Accor IT strikes again – a timely reminder to me that I should start earning and burning rather than collecting points.

[Hilda M]

gtellez wrote:

Just check it and I have the points back, thanks!

Thanks – mine are back too

… and I now have a possible explanation for what happened my account last February where I did actually transfer 20k points to Iberia fearing their expiration (before extended), only to find an “account regularisation” a few days later returning all the points to Accor. I’ve just checked and the 20k are also still in my Iberia account 🙂

[Karl]

Accor seem to make Ryanair look accommodating.

Getting through on the phone/email responses is pretty good – much quicker than the respective hours/weeks that BA usually take to respond. That’s about all the positives.

I checked my account prior to a couple of recent stays as I knew I had auto-convert to Iberia set up. The auto-convert option is in the bowels of their website which I eventually found after the customer service advisor I was on the phone with struggled. However the button to turn off the auto-convert doesn’t work. I tried a couple of browsers to no avail. Looking at FT this is a long-standing Accor IT glitch.

I asked the customer services agent to stop auto-convert and was told that only I could, which created a bit of a problem as I actually couldn’t due to the button on their website being broken. They said they would raise a ticket to IT. I asked in the meantime what would happen to earned points auto-converting. They replied that they would go through to Iberia as there’s nothing they could do to stop this and that points can not be returned/reimbursed.

I made it clear that under no circumstances do I want or given permission for an auto-conversion and requested that any future points transferred in this way be reimbursed. Lo and behold, my first stay transferred to Iberia overnight. Not happy about this as it was from a mattress run specifically to get Accor points.

Has anyone else had much experience with Accor complaints? Initially they don’t seem very willing to budge. Contrastingly Hilton give out 10,000 points for something like a dripping tap in the room!