Krisflyer shocking moment [Citibank Point Tramsfers]

[orin]

On the phone with customer service rep from Krisflyer as I am having issues with an redemption as it is coming up with an error.

What the rep told me just now was truly shocking. I have 500k+ points in the Krisflyer account, most of which came through transfers from Citibank from 2014 to recent. She told me that those points, which are showing in my account and showing in the statement does not have my name against them... She said it was transferred without a name and therefore I could not use them... I am so confused and angry as this all doesn't make sense.

She then gave me an example of if someone transfer money to your bank account and doesn't put your name, then it is not your money and you can't use them. Then she suggested solution of refunding those point. At this point I am truly speechless...

I escalated this to a supervisor and currently awaiting a call back. This is just bizarre! And I am worried about my hard earn points and spending the time chasing Citibank due to their redemption change to end in an outcome that I will lose them all.

Any member or rep from Krisflyer can clarify or assist with this strange bizarre situation?

Thanks!

 

[dajop]

Looks like no-one has an idea how to help, nor do I, other than to say there has been a lot of auditing going on in Krisflyer investigating the transfer of points going from credit card accounts to Krisflyer account in a different name.

Whilst there is a growing base of KF members on Australian Frequent Flyer, they are still limited. Perhaps look at posing same question on either sqtalk (probably better) or flyertalk (sorry admin, sometimes we just can't help, other may be able to!).

 

[burmans]

Lets start at the start, are your Citibank and SQ accounts actually in exactly the same name?

 

[orin]

Thanks for the reply guys.

I'll try SQtalk.

Yes, they are in the exact same name. And experience has been that if not the transfer will be rejected.

The rep on the phone was surprised too as she never seen this. Points in account but can't use... So told me to send in some credit card statement to show the transfer which I did.

What is interesting is that out of 10 or so transfers done the exact same way, only 6 were having issues, others are apparently fine. But the 6 were the biggest ones.

 

[Cruiser Elite]

orin pm me if you don't get it sorted and I will get someone to follow it up for you. Don't stress too much it will work.

 

[burmans]

orin pm me if you don't get it sorted and I will get someone to follow it up for you. Don't stress too much it will work.

I agree with this, if the accounts are in the same names and you can verify via statements or similar, then this is some sort of error with the transfer which is not your fault, and I'm confident SQ will sort it out in your favour. SQ are in my opinion somewhat more responsive to fixing issues like this than our local airlines.

 

[orin]

Thanks for the comments guys, I am more at ease.

Thank you Cruiser for your offer. I will update this thread after I get the call from a customer service supervisor and see what they say.

 

[rgalbr10]

This also happened to me. Unsurprisingly it was Citibank's fault. Citibank have updated their system now so that your name and KrisFlyer number are transferred over with your points. I resolved this by logging into Citibank rewards and taking screen prints of my transfers to KrisFlyer and emailing it to them, get an agents direct email. It takes a few days to resolve but this should fix it. It's annoying that KrisFlyer don't advise you of this until you are trying to make a booking, but in fairness they did place a hold on the flights I had requested until they could account for my miles. Good luck!

 

[burmans]

Personally I think transferring name/Krysflyer # is a good safety measure for Citi/SQ to apply but that of course assumes Citibank IT can get it right (and their record on that is somewhat average).

 

[rgalbr10]

Definitely is, and seems it was a requirement from SQ side. Just another example of Citi getting it wrong!

 

[Deleted member 29185]

This is concerning.....even amazing. I don't think their analogy to a bank transfer is correct as I don't think bank transfers even cross reference a name against the receiving account details, just the account number and there have been many warnings from banks for transferers to ensure the numbers are correct....not the name.

 

[burmans]

This is concerning.....even amazing. I don't think their analogy to a bank transfer is correct as I don't think bank transfers even cross reference a name against the receiving account details, just the account number and there have been many warnings from banks for transferers to ensure the numbers are correct....not the name.

Some do check the name, some don't. There is actually no requirement to but frankly I think it's better if they do.

 

[orin]

A supervisor called me late on Friday and asked me to send the email and documents I sent the day before to another email. As of now still waiting on a response or resolution from SQ. But good to hear another member here could get the same issue successfully resolved!

 

[orin]

Final update, issue solved! Got a call back tonight. They also held the ticket that was going to be booked if this issue hasn't occurred and I was able to complete the booking!

 

[burmans]

Good news and ultimately good service by SQ.

 

[cove]

We have found Kris Flyer folks very helpful.

 

[Deleted member 29185]

Final update, issue solved! Got a call back tonight. They also held the ticket that was going to be booked if this issue hasn't occurred and I was able to complete the booking!

Good outcome!

 

[Duffa]

Final update, issue solved! Got a call back tonight. They also held the ticket that was going to be booked if this issue hasn't occurred and I was able to complete the booking!

Sorry I'm only coming to this thread now. I could have saved you a few days anxiety.
Same thing happened to me two years ago when I tried to book over the phone. All sorts of "fraudulent transaction" and "proof of identity" phrases flying about.
I protested that none of this would have happened if I'd booked online and the reply was "well you didn't and now we can see something is amiss"
Anyway it all got sorted and I got the points and flights - but now more wary of phoning up - and of course, Citi was the other party. Nuff said!

 

[orin]

You would not of been able to book online, as when points exist in your account with out a name it will throw up an error when trying to book online. That's what prompted me to call them as I keep getting errors online.

 

[spacesheep]

Call Citibank M8 .. They are really good. Asian with English as preferred name always get in the way when doing transfer .