Help! Accor points hacked. 62k points deducted

[Hisoka]

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?

 

[akshayhs]

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.

 

[IDontThinkSo]

Adding link for references to similar cases :

Thread 'Help required. Accor Account hacked and 129393 Reward points used'

May 10, 2024

my all accor account has been hacked and someone redeemed 129393 points at 3:30 am on 7th may , I immediately informed all accor team and they have ask to fill a disputed form.
Hacker used the points to book iphone 15 pro in gemanay address that cannot be cancelled.
I am worrying whether I will get my points back.
Any help in this regard is appreciated.

• Nikhil jain
• Replies: 160
• Forum: ALL - Accor Live Limitless

• 

 

[drsel]

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?

 

[Dragon_slayer]

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

 

[Hisoka]

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.

 

[Hisoka]

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.