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Apologies in advance for the formatting, I’m on mobile!
I work in a call center for a pretty well known chain of hotels. We own many brands internationally and we also have a loyalty program for returning customers to earn points and other cool perks. The main job I do is handing reservations (making, modifying, and cancelling them) as well as handling account issues (i.e., points from hotel stays not posting and adding them manually).
I had a guy call in today and give me his loyalty number. I pull up the account, and I notice a 4 digit PIN number has been set up on the account for security. Alright, nothing unusual there, lots of people do that to protect their personal information. He says he doesn’t remember the PIN number but is willing to try. We try 3 different ones, and nothing.
Still not a big deal, I just have to reach out to one of my colleagues so they can tell me the security question and answer he has set up so I can get back over to him, verify the account, and help him reset the PIN number. The answer he gave me to the question he allegedly set up was nowhere near correct. Then he tells me that he is *potentially* going through a divorce soon, and it’s a nasty one from what I can gather. He is basically seeking to flee the country (specifically to the Czech Republic, for reasons unknown) for about a month using his rewards points. I ended up having to transfer him to a supervisor because this was WAY beyond my pay grade and empowerment levels.
Oh and to add to the soap opera levels of this situation, the security question was his daughter’s middle name. After I asked him that and he gave me the (wrong) answer, he decided to tell me the reasoning behind that middle name choice. His wife’s FIRST WIFE (yes you read that correctly) had that name and somehow they thought it was appropriate to give their daughter that as a middle name.
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