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Help! Accor points hacked. 62k points deducted

Hisoka

TF Ace
Hi everyone. I had Accor balance of 63k points, transferred them during the time of Axis Magnus devaluation. Since then I'm just adding couple of points before the end of the year to extend their validity. I opened my Accor app after couple of months, and checked all my points were being used in some random Hotels in Dubai and Turkey. I DIDN'T book these and neither did I receive any confirmation mail/OTP on my phone or email. My Accor is connected with my Google account and it shouldn't be easy for someone to login using the same. I've attached screenshots of my transaction history, as you can see they show 0 nights. How is it possible to book a hotel with 0 nights and still consume my points.

I tried reaching customer care but they're not picking up. I tried contacting their reservation team instead, they're suggesting to contact with the customer care team itself. Is this a glitch? What's the immediate thing that I can do?

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Does Accor not have MFA integrated to their accounts? I am seeing too many people getting their Accor accounts hacked. If there is no integration available, I would probably assume the password you were using for your Accor account was leaked in a data breach.
 
Adding link for references to similar cases :

 
Hi everyone. I had Accor balance of 63k points, transferred them during the time of Axis Magnus devaluation. Since then I'm just adding couple of points before the end of the year to extend their validity. I opened my Accor app after couple of months, and checked all my points were being used in some random Hotels in Dubai and Turkey. I DIDN'T book these and neither did I receive any confirmation mail/OTP on my phone or email. My Accor is connected with my Google account and it shouldn't be easy for someone to login using the same. I've attached screenshots of my transaction history, as you can see they show 0 nights. How is it possible to book a hotel with 0 nights and still consume my points.

I tried reaching customer care but they're not picking up. I tried contacting their reservation team instead, they're suggesting to contact with the customer care team itself. Is this a glitch? What's the immediate thing that I can do?

View attachment 86913

View attachment 86912
Did you use your Accor password for any other website or any other account whatsoever?
 
Send them an email, so you have written proof of all communication. High chances this may resolve in your favour, as Accor rules states that the account holder needs to be present at the time of checkin, which would not have happened in these cases
 
Did you use your Accor password for any other website or any other account whatsoever?
I initially logged in Accor with my Google account, yes that password is shared across few places. I’ve updated my Google password, but most probably password breach should be the case. But I still don’t get it, how did the hacker successfully booked the hotels when I did not receive any confirmation mail for the same. Neither did I receive one after the booking was confirmed.
 
Send them an email, so you have written proof of all communication. High chances this may resolve in your favour, as Accor rules states that the account holder needs to be present at the time of checkin, which would not have happened in these cases
Yes I hope so, the screenshots mention 0 nights which doesn’t make sense anyway. But I read somewhere that Accor support is not that great and we might have to escalate the issue to other platforms like Twitter to get this resolved.
 
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