My complaint:
For over 15 days I am trying to use a portion of my 38 thousand points to book a hotel and it was never working, emails for costumer care where being ignored (repeatedly asking for my identity and ignoring my answers) and when calling the customer care I was informed of having my account suspended and I was never informed of that. Also no one could tell me why or how to unlock it. I found out I informed wrong post code (I have an address in UK and another one in Brazil) and clarified it in the calls and by email. They supposedly escalated the case but since then no one answers me anything else and they tell me they have nothing to do. They are stealing my points??? I have sent even a copy of my ID already and not receiving any answers any more. I need to use my points URGENTLY as I have a trip booked!!
Request 05425323
Suggested solution:
ENABLE BACK MY ACCOUNT
