Public Mediation

David Goldblum vs. American Airlines

Bizarre screw-up by American Airlines - I need help!!!

D. G. vs. American Airlines
PO Box 619612 Maildrop 2400, Fort Worth, Texas, 75261-9612, United States
Amount Involved: $5,000.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: 1 non-monetary items.
    • Claim #: 5091087
    • Amount Involved: 5,000.00
    • Filed On: Nov 25, 2016
    • Posted On: Dec 06, 2016
    • Complaint(s):
      • "I just feel ripped off."
      • Customer service runarounds
      • Bad business practices
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"In April 2016, someone stole 140,000 miles from my American Advantage frequent flyer (AAFF) account (N8U8312). Unaware that my AAFF account was compromised, the focus was on my American Advantage Master Card, since fraudulent charges appeared. Please note that these fraudulent charges were for flight fees for this individual, who stole the 140,000 miles. Closing this credit card account, I was given a new credit card number.

In late July, the same individual tried to use my AAFF account again. Reporting this to American Advantage Customer Service, I was advised that my AAFF account was compromised. I then received a new AAFF account number (***). At this point, Customer Service took over assuring me that it would be resolved restoring my 140,000 miles.

Later, Corporate Security took over refusing to restore my 140,000 miles. In fact, the Corporate Security analyst blamed me for the loss of 140,000 miles. How this Corporate Security analyst can accuse me is ridiculous in view of my having reported this. Moreover, this Corporate Security analyst penalized me by terminating my AAFF account unjustly penalizing me by a loss of 20,000 additional miles for a total misappropriation of 160,000 miles. Up until now, they have refused to offer me any explanation for this unfair position. Last, but not least, I responded Corporate Security analyst in early September, but later was told that this analyst did not receive my response to explain what had happened.

Update/additional information 12/12/16

I had been a frequent flyer member for American Airlines for approximately 28 years. My original frequent flyer number (N8U8312) was breached this past April, where a passenger named Ashok Aggarwai was able to hack into my account and steal 140,000 miles. This showed up with fraudulent charges on my American Advantage Master Card. I addressed this by closing my credit card account down and receiving a new credit card account number.

This same individual tried to get another trip on my account in late July (shown record locator LZTMRF). I checked my American Advantage Master Card to make sure there were no fraudulent charges on my credit card and there was not. I reported this immediately to American Advantage customer service and then it was noted by Kelly that my frequent flyer account itself was breached in April. She proceeded to close my original frequent flyer account down and issue me a new frequent flyer account number (****). She initiated an investigation to help restore the 140,000 miles that were stolen from me. She also informed me that this could be a fake name and put in an advisory to try to apprehend this individual. I checked in with American Advantage customer service during August to check on the progress of resolving this issue.

In early September, I receive an e-mail from Corporate Security (Leslie Harris, an analyst) accusing me of violating the program agreement and asked me to respond with what happened by Sept 13. I responded on Sept 9, explaining the above. It appears that she did not receive this or did not read it and simply terminated my account this past week (Oct 3). I have no clue as to what Leslie is talking about. Meanwhile, I have tried numerous times to access someone in Corporate Security to no avail. I have left messages for someone to contact me by phone and no one has called me back up to now. I have tried to contact American Advantage Customer Service to connect me to Corporate Security and they are unable to do so. I don’t understand this. I certainly do not understand why Leslie is holding me responsible for the above mentioned individual stealing the 140,000 miles from my account. She wanted me to furnish some advertisements, which were not germane here.

I hope that someone can look into this so that this issue can be resolved. This is grossly unfair. I wish someone could clarify this bizarre situation. Thank you very much for your attention in this matter.

Additional Questions for American Airlines:

1. If you need to show id at the airport, when you board, how did the individual who breached my American Airlines frequent flyer account get into my account to steal the 140,000 miles in April 2016?

2. What is American Airlines doing to prevent such fraud?

3. In addition, there’s the concern that the theft of my miles may have been an inside job, i.e., an American Airlines employee may have stolen my miles."
...
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Claimant timeline (3) - Hide
  • 09-09-2016 — Responded to Corporate Security analyst
  • 10-07-2016 — Corporate Security analyst terminated my account.
  • 09-06-2016 — Corporate Security analyst blamed me for loss.
What Claimant Wants Hide
Non-Cash
What By When How Much
1. Restore 160,000 miles and my frequent flyer account Dec 12, 2016 N/A
Cash
1. Compensation: 160000 miles Dec 10, 2016 $5,000.00
2. Other – Copy claim to regulators Dec 10, 2016 $14.99
3. Other – Pay for claim posting cost Dec 10, 2016 $7.99
4. Other – Physical delivery charges Dec 10, 2016 $4.99
Cash total : $5,027.97
Non-cash: 1 items
  • 1
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Respondent's Counteroffer

There has been no response to this claim from American Airlines. This claim will remain posted until resolved
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  • Contributed Solution: by Bryan Morris On 12-16-2016
    View more
    Hacking and theft happen. American Airlines needs to be more proactive. More...
If you are a party to this claim, click here.
Is this a fair resolution?
  • 1
  • Contributed Solution: by Steve McAllister On 12-14-2016
    View more
    American Airlines seems to be enabling cyber criminals - check your American Airlines frequent flyer mileage for theft More...
If you are a party to this claim, click here.
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