03-16-2020
07:29 AM
2 Loves
Well, today is a better day. I called Southwest More Rewards Customer Service at 8am Eastern time (the moment they opened) 800-833-4861. Fortunately for me, the order had not shipped over the weekend and they were able to cancel the order and restore all of my points. I asked them to put a block on my account to make sure this never happens again and was told they have no way to do that. I was encouraged to ask Southwest about that possibility.
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03-15-2020
09:22 AM
I messaged them yesterday and have an alarm set to call them when they reopen at 7am central time tomorrow. Thank you for the suggestion. I filed a police report and submitted a claim with the US Postal Inspection service. The thief has used additional points to have the order expedited (2 day shipping vs. the 4-6 business days) and clearly knew what he/she was doing by placing the order early Saturday morning knowing that nobody would be able to cancel the order until 2 days later.
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03-14-2020
01:24 PM
Add me to the list of others who has experienced stolen points. I happened to log in to my SW account this morning and noticed that 147,000 points had been stolen to purchase 14 $100 gift cards to Target. Someone changed my primary e-mail address, mailing address and phone number. I can see the exact address the cards are being shipped to. I see the e-mail address and phone number used. The order is showing as "pending." I spent over 2 hours on the phone waiting to speak with someone. Once I reached an agent, I was forwarded to a service coordinator. Then, he spoke with the Fraud Department and transferred me to someone in Customer Relations. She helped me reset my account and fix my primary e-mail, etc. Unfortunately, I'm told that the "Business Integrity Department" will look in to this on Monday (2 days from now) and will get back to me via e-mail in 7-10 business days. Meanwhile, the order for the gift cards is showing as PENDING. I'm trying to be proactive so the order can be cancelled or frozen. I'm told that since it's a third party there is nothing they can do. There is no way to cancel the order. If I receive a generic response from the Business Integrity Department in 7-10 business days similar to things I've read in this thread I will lose my mind. Seeing the response on 9/9/19 that "Southwest Airlines is not responsible for unauthorized access to a Member's Account and will not replace stolen points or awards" will be completely unacceptable. The gift cards have not even shipped yet. The address of the thief is different than mine and there is nothing I can do to stop this order from shipping. I need help and Southwest clearly needs to fix something so this story will not continue to be played out over and over and over.
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