Suspect email in response to a missing Accor points enquiry

[Doug_Westcott]

I submitted a missing points request and received a reply

"I have taken note of your query regarding missing points to be credited after stay.

In accordance with applicable regulations and for the confidentiality and the protection of your personal data, we must authenticate you in order to be able to respond to your query. Please reply to this email by filling in the account information that is the subject of your query as displayed today. This is to protect you from malicious request from unauthorized third parties:

1.1. First name on the account:
1.2. Last name on the account:
2. Email address on the account:
3. Postal address on the account:
4. Account telephone number:

Once this information is verified, we can proceed with the next step of your query."

This sounds like a scam to me - they should already have this information and crediting my account with genuinely earned points from a booking made via their own website should not require all this information.

Has anyone else received a similar response to a missing points enquiry?

 

[eric2011]

What email address did it come from?

 

[Doug_Westcott]

It looks like it came from Accor, but asking all that personal information looks suspect

 

[eric2011]

Yeah, like you I would be a little weary.

 

[drron]

Never had a points request with Accor but with Marriott and this week with IHG all they required was the confirmation number of the booking.
Can't see why they would want all that extra info.

 

[eric2011]

Never had a points request with Accor but with Marriott and this week with IHG all they required was the confirmation number of the booking.
Can't see why they would want all that extra info.

I have recently had to claim from Hyatt and all they required was the same as you plus a copy of the room account. Still waiting to do a Marriott claim after the mandatory 10 days waiting

 

[Doug_Westcott]

Thanks,

I provided them with a copy of the room bill with my request. I think I will give them a ring or visit on of their hotels and see what they have to say.

 

[eric2011]

Thanks,

I provided them with a copy of the room bill with my request. I think I will give them a ring or visit on of their hotels and see what they have to say.

I will be staying at the Novotel at Sydney Darling harbour tomorrow. I could ask a general question for you if you want.

 

[CMA222]

It is basically the same information that is requested by most companies when you phone them and they want to identify you. I am thinking banks and Telcos and similar. I only supply it when I have phoned them, not the other way around.

I have one investment company (subsidiary of a big bank) that when I make the required written (hard copy) request for a substantial withdrawal or transfer of funds, they phone me to confirm the account number that I want the funds sent to. That is OK as there are now heaps of examples of emails requesting confirmation of bank account details being intercepted and the account number being changed during transmission and the funds being misdirected as a result. What I have a problem with is they phone me and ask me to identify myself, with the same details you are being asked for, before they will proceed with the confirmation. I do not know whether the caller is really a genuine employee so always ask for their name and then I call back on the institution's public number.

Phone them on a publicly registered number is probably the most secure way.

 

[dajop]

I wouldn’t bother visiting a hotel, I’m not sure how they could help ! Perhaps just call or respond that you are not comfortable providing said information via email but would be ok calling the Accor phone number to verify yourself or the like. It does seem strange.

 

[oz_mark]

Thanks,

I provided them with a copy of the room bill with my request. I think I will give them a ring or visit on of their hotels and see what they have to say.

I suspect it is genuine, however if you are approaching a hotel on the matter, it is best to talk to the hotel you stayed at. They can often sort it out from their end.

 

[ksthommo]

In the past when Accor points haven't posted, I've emailed the hotel stayed at directly.
Points have posted after the email exchange. May be different if bonus points are in question.

 

[sudoer]

I suspect it is genuine, however if you are approaching a hotel on the matter, it is best to talk to the hotel you stayed at. They can often sort it out from their end.

Disagree on this, I've tried both ways and have found it much better to open a case with ALL support, send them the invoice from the stay, and leave it to them. FWIW I've never been asked for the details OP has.

ALL support was great, they chased the property and kept me updated when the property was non-responsive. The 3rd time I submitted a claim for the same property in as many weeks (and it became apparent the property wasn't sending stay data back to ALL) the rep escalated it to get permanently fixed. On the 4th stay a few weeks after that, points posted correctly.

 

[Doug_Westcott]

Turns out to be genuine. ALL Support made me change my password then take ID to a nearby Accor hotel. Once ID was confirmed they acted quickly to allocate the applicable points.