Turkish Airlines' Unauthorized Transfer of Miles & Smiles Account Miles
I am an Elite Plus member with the number Tk354*******. Recently, due to a cyber attack on the THY systems, nearly all of my miles were taken from my account without my permission, request, or approval, in the form of business upgrades and mile transfers. Despite numerous feedback submissions and my request for verbal communication since December 30th, the miles taken under the business upgrade category were refunded. However, despite recommendations and suggestions including PIN changes and account blocking, a total of 135,000 miles were transferred in 135 transactions.
Despite countless feedback submissions regarding this last transaction, the 135,000 miles have not yet been refunded to my account. Additionally, I did not receive any SMS or email notifications for these 135 transactions, nor was I contacted verbally. I discovered the unauthorized mile transfers by chance when I logged into the application and quickly took action. I urgently request that my issue be evaluated for fraud, the culprits be penalized, the 135,000 miles taken from my account be refunded, and my account be secured.
I am only receiving the stereotypical response from the THY Miles&Smiles unit in the attached reply, Instead of finding and punishing the culprit, they are further victimizing the victim and not responding, They neither guarantee our miles due to the flaws in their systems nor address the issue by stating that everything is in accordance with the rules, I urgently request that my grievance be resolved and that measures be taken to prevent it from happening again.
