KLM possible fraudulent activity.

heatherburke1

My son booked tickets to Japan with KLM which were subsequently cancelled and he was issued with a voucher. He tried to redeem the vouchers for cash recently and was told that they were used to book other flights which were subsequently refunded for vouchers and have now been cash refunded. He allegedly was travelling with a lady. KLM can not tell us what these tickets were, where they were for or when they were booked and refunded. They just keep insisiting that they have been refunded to the card that originally made the booking. We spent 3 hours in the bank yesterday while they printed out every piece of detail that we may require. My son changed banks, but the switch account guarantee states that any money paid in to the old account will be forwarded to the new account. Neither bank has any record of receiving money from KLM, they only have the payment out.

I have asked KLM (well, Air France as you can't e-mail KLM apparently), to provide the details of the new booking including an IP address and e-mail of who made the new booking.

I am of the opinion that they have a cyber security problem their end where someone has been able to access the refunds and probably accounts and change the e-mail details and update the method of payment to a different card (possibly there was an amount to pay for the re-issued tickets?) and so the card details were altered.

PLEASE help with any advice, I don't know what to do next. My son is almost £500 out of pocket and we can't be the only people that are going to find their vouchers are no longer valid for a refund

CKhalvashi

Has he given access to his account to anyone?

OH has access to my account with 2 airlines and has my permission to make changes on this, naturally this is not the case in this case.

I don't see evidence of a data breach on AF-KLM's end at this stage from publicly accessible information, but definitely it is worth chasing this up, as well as him changing all passwords.

onashoestring

heatherburke1 said:

“He allegedly was travelling with a lady.”

What do you mean by this ? 

heatherw_01

onashoestring said:

heatherburke1 said:

“He allegedly was travelling with a lady.”

What do you mean by this ? 

Bit confused by the travelling with a lady part too.