03-18-2019
10:04 AM
03-18-2019
10:04 AM
I spoke with Travis at Customer Relations in Dallas. He reviewed my account and saw that it had been placed on hold. There was no cause or explanation. He took the hold off, then, as I requested, he cancelled and refunded the ticket I reserved yesterday and re-issued it using my RR Points as payment. The problem is resolved in terms of my next travel, however, there is no clear explanation as to why a hold was placed - there is no fraud issue on my RR Visa card - so I don't know if this will happen again as it has happened to me before. Without a clear reason for the error in Southwest's system, there is no closure or resolution of the ongoing issue. Thank you for your interest.
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03-18-2019
09:05 AM
03-18-2019
09:05 AM
When I go to buy a ticket using my Points, the system generates an error message stating 'account on hold.' I contacted Customer Service. They were unable to resolve the problem so I bought my ticket using my RR Visa Card. I was told I have to call back and talk to Customer Relations during office hours. When I tried to do this the IVR misdirected my call back to Customer Service wasting another 15 minutes. To get to CR you have to press 5 after calling the corporate number despite the fact the prompt for it is 'issue regarding past travel' which has nothing to do with my problem. Is this a way Southwest forces customers to use their credit card instead of their points? Why does this keep happening? Nobody at SW has been able to explain why it has repeatedly happened. It seems there is a fault in the system. I end up flying Delta because SW's system is so problematic.
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