Temporarily Frozen Account!! Marriott Bonvoy
May 1, 2024, 6:49 pm
#1
Original Poster
Join Date: May 2024
Posts: 8
Temporarily Frozen Account!! Marriott Bonvoy
I’ve been trying to access my Bonvoy account through my app and online but I keep getting the message ‘Temporarily Frozen- please call etc etc’. I tried to reset my password but it won’t even let me do that just say’ Please correct error- call customer services’.
I'm absolutely tearing my hair out - I’m platinum Elite and no one seems to be able to help. They all keep saying we’ve raised a ticket for IT to sort, but when I call back to tell them it’s not sorted they deny a ticket or case has been raised. I really don’t know what to do I really need access to my account so I can use my points before they expire!
please can anyone help me or advise as to what else I can do??
I'm absolutely tearing my hair out - I’m platinum Elite and no one seems to be able to help. They all keep saying we’ve raised a ticket for IT to sort, but when I call back to tell them it’s not sorted they deny a ticket or case has been raised. I really don’t know what to do I really need access to my account so I can use my points before they expire!
please can anyone help me or advise as to what else I can do??
May 1, 2024, 6:55 pm
#2
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,353
It sounds like Marriott is auditing your account for potentially fraudalent activity. You can try sending a priivate message to one of the Flyertalk Marriott Lurkers: :Marriott Bonvoy Lurker, Marriott Bonvoy Lurker II , or Marriott Bonvoy Lurker III and they may be able to look into the status of your account for you. If it is indeed under audit for potential fraud, there isn't much you can do other than wait for the audit to be completed. Good Luck!
--Jon
--Jon
May 1, 2024, 7:09 pm
#3
Original Poster
Join Date: May 2024
Posts: 8
It sounds like Marriott is auditing your account for potentially fraudalent activity. You can try sending a priivate message to one of the Flyertalk Marriott Lurkers: :Marriott Bonvoy Lurker, Marriott Bonvoy Lurker II , or Marriott Bonvoy Lurker III and they may be able to look into the status of your account for you. If it is indeed under audit for potential fraud, there isn't much you can do other than wait for the audit to be completed. Good Luck!
--Jon
--Jon
I’ve checked with them at Marriott Bonvoy and the account is not locked or under audit.
it says frozen, but they are saying it shouldn’t be, however, they don’t know what to do about it!
May 1, 2024, 8:10 pm
#4
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,353
--Jon
May 1, 2024, 9:48 pm
#5
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,111
Dear The3AsTeam,
We are sorry to learn about this. If you can send a private message to us with below information for verification purpose, we will be pleased to check on it for you.
- Your full name
- Your member account number
- The email address associated with your account
- A past stay already posted in your account
- The relevant issue details
Best regards,
Carrie L
Specialist Social Media Care
Marriott International
[email protected]
We are sorry to learn about this. If you can send a private message to us with below information for verification purpose, we will be pleased to check on it for you.
- Your full name
- Your member account number
- The email address associated with your account
- A past stay already posted in your account
- The relevant issue details
Best regards,
Carrie L
Specialist Social Media Care
Marriott International
[email protected]
May 2, 2024, 1:24 am
#6
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,067
I’ve been trying to access my Bonvoy account through my app and online but I keep getting the message ‘Temporarily Frozen- please call etc etc’. I tried to reset my password but it won’t even let me do that just say’ Please correct error- call customer services’.
I'm absolutely tearing my hair out - I’m platinum Elite and no one seems to be able to help. They all keep saying we’ve raised a ticket for IT to sort, but when I call back to tell them it’s not sorted they deny a ticket or case has been raised. I really don’t know what to do I really need access to my account so I can use my points before they expire!
please can anyone help me or advise as to what else I can do??
I'm absolutely tearing my hair out - I’m platinum Elite and no one seems to be able to help. They all keep saying we’ve raised a ticket for IT to sort, but when I call back to tell them it’s not sorted they deny a ticket or case has been raised. I really don’t know what to do I really need access to my account so I can use my points before they expire!
please can anyone help me or advise as to what else I can do??
Have you experienced any of the symptoms described here : ?
FAQ : 2FA / OTP / Confirm Your Identity / locked out of account issues
May 2, 2024, 7:22 am
#7
Join Date: Oct 2007
Location: YYZ
Programs: AC 75K, MB Amb
Posts: 61
A 2FA freeze happened to me. I made one change to my address and it locked up. I called and they didn't know the cause and said it would be find in 24 hours. It was not. Based on a few threads in here, I learned it was based on their 2FA rule that any changes lead to a 4 business day lock out. Any saved change in an account leads to this lock up if you have 2FA attached.
May 2, 2024, 7:29 am
#8
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,082
I'm absolutely tearing my hair out - I’m platinum Elite and no one seems to be able to help. They all keep saying we’ve raised a ticket for IT to sort, but when I call back to tell them it’s not sorted they deny a ticket or case has been raised. I really don’t know what to do I really need access to my account so I can use my points before they expire!
May 2, 2024, 8:28 am
#9
Original Poster
Join Date: May 2024
Posts: 8
May 2, 2024, 8:31 am
#10
Original Poster
Join Date: May 2024
Posts: 8
I had read that post previously but none of it applies and I've tried everything they told me to, clear cache and cookies, delete app and redownload etc etc, but still getting the 'temporarily frozen' - they say to call customer services, but they have no clue what's going either. Seems like the left hand doesn't know what the right hand is doing!
May 2, 2024, 11:53 am
#11
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,262
Your best bet is sending the Lurker a message as they requested.
From my experience, there is no such thing as 'a ticket for IT to sort' as I've never seen Marriott 'IT' actually resolve anything when it comes to account or user issues and apparently the system doesn't even track whatever they call a ticket of other customer service agents can't see anything was submitted.
From my experience, there is no such thing as 'a ticket for IT to sort' as I've never seen Marriott 'IT' actually resolve anything when it comes to account or user issues and apparently the system doesn't even track whatever they call a ticket of other customer service agents can't see anything was submitted.
May 2, 2024, 3:39 pm
#12
Original Poster
Join Date: May 2024
Posts: 8
Your best bet is sending the Lurker a message as they requested.
From my experience, there is no such thing as 'a ticket for IT to sort' as I've never seen Marriott 'IT' actually resolve anything when it comes to account or user issues and apparently the system doesn't even track whatever they call a ticket of other customer service agents can't see anything was submitted.
From my experience, there is no such thing as 'a ticket for IT to sort' as I've never seen Marriott 'IT' actually resolve anything when it comes to account or user issues and apparently the system doesn't even track whatever they call a ticket of other customer service agents can't see anything was submitted.
Hopefully they'll tell me what the next steps are.
I have a got a case number and received an email confirming that the case has been escalated to the 'Digital Support Team'. They'll email me again when they hear from them. I'm not getting my hopes up. It's already been two weeks and numerous phone calls and nothing has changed. I've still got the same issues.
If anyone knows what else I can do please let me know. Thanking everyone in advance!
May 3, 2024, 12:59 pm
#13
Original Poster
Join Date: May 2024
Posts: 8
I'm literally getting nowhere with this. The case resolution department at Marriott, have asked me the same questions 4-5 times by email, and each time they've said they'll escalate but nothing has happened, and then someone different emails me and asks the same question on the same email. I'm going round in circles. If anyone has any other bright ideas that I can try or get in contact with to solve this issue I'm all ears!
May 4, 2024, 7:12 pm
#14
Join Date: Apr 2017
Programs: Bonvoy ambassador - lifetime plat / Hilton diamond / hyatt globalist / AA CK baby!
Posts: 946
I'm literally getting nowhere with this. The case resolution department at Marriott, have asked me the same questions 4-5 times by email, and each time they've said they'll escalate but nothing has happened, and then someone different emails me and asks the same question on the same email. I'm going round in circles. If anyone has any other bright ideas that I can try or get in contact with to solve this issue I'm all ears!
He's over at hilton now, but still can work magic when no one else can or cares to it seems.
it's either that or wait for the lurkers to do their thing...
May 9, 2024, 9:32 am
#15
Original Poster
Join Date: May 2024
Posts: 8
I just wanted to update everyone that I've finally regained access to my account literally in the last hour.
I was getting nowhere going through the standard channels where everyone was just getting me to repeat everything which had already been tried multiple times.
I was then helped by a member on the forum and it got escalated to the highest point. I was called on Sunday and a real IT ticket was raised and the issue was resolved just now!
Interestingly the previous case I had open with case resolution informed me today as well, that IT cannot sort this type of issue out and suggested we try all the steps we had already done again!!
Many thanks for everyones help and advice on this issue.
I was getting nowhere going through the standard channels where everyone was just getting me to repeat everything which had already been tried multiple times.
I was then helped by a member on the forum and it got escalated to the highest point. I was called on Sunday and a real IT ticket was raised and the issue was resolved just now!
Interestingly the previous case I had open with case resolution informed me today as well, that IT cannot sort this type of issue out and suggested we try all the steps we had already done again!!
Many thanks for everyones help and advice on this issue.