Previously, I have discussed the realization that someone had stolen IHG points from me. Despite more than a month passing, I still have no resolution. Most recently, I was told a response would take 21 business days. To be fair, I did get a response in that time, with a whole day to spare. Still, that message only had next steps, and now I’m back to the waiting game.
Based on comments I received in my original post, clearly I’m not the only one who has had issues with fraudulent activity with IHG accounts. Clearly more account security is needed, but now I see this matter as a customer service problem. I don’t expect IHG to fix their lax security for my benefit, but why is this process dragging on so long?
More than a month, and still waiting
The communication I’ve had acknowledges the issues I’ve experienced. There seems to be a path forward, but I responded quickly and am again waiting for next steps. I won’t give up on this until my points are restored.
What about customer “service”?
Another month on, and still no resolution. I’ve tried emailing, tweeting, and calling. As is often the case, very few people I’ve reached seem to be empowered enough to actually solve anything. The typical response is to deflect. I still don’t know where to go to ‘escalate’. The last group to respond is called the Ambassador Support in China I’m not an Ambassador member, and not in China.
I’m not sure what else to do. I’m not planning on giving up fighting for the points I earned. I don’t have any eminent need for these points, but I don’t want to just let them go. IHG has very lax security, which is the main issue at hand. In the process I’ve discovered how poor their customer service is as well. I mostly want the poitns as a backup, and hopefully I can just burn them ASAP and forget about it.
Finally, I was able to get this resolved after a lot of effort with IHG.