Aeroplan Travel Services review: Aeroplan and it’s IT service

Hello. A couple of days ago my Aeoplan account was hacked. Someone tried to buy a $100 e-gift card using my points. I got notification via verification codes. Which I did not respond to. Thankfully the verification code system saved me.
Then I got a text saying my password was changed successfully. I never changed my password.
The next day I got an email from aeroplan e-store saying they cancelled the purchase (clearly not made by me) and have reimbursed the points that had been withdrawn.
I applaud the security feature here.
Hey didn’t say, but they did disable my aeroplan account. Froze it.
Understandably.
Then two days later I attempted to unfreeze my account and change my password.
After waiting for a full two hours for someone to pick up, I then spent another 1.5 hours trying to change my password while an aeroplan IT person was on the phone with me.
It was impossible. I kept getting error messages every time I tried. I was told to get off my iPad and go to my computer. I tried that. Still no luck. I then had to ring off because I had a meeting to go to.
Later in the day I had my computer consultant come over to work with me on the problem. Still the same every attempt. “”There was an error…”
He had to leave after an hour of his time and my dime.
He suggested I ask to be escalated to a higher level of tech support when I call next.
I called next and asked to be escalated. The aeroplan rep seemed insulted, even after reading my file…if he really did…and refused to escalate me.
We went through the same process to change my password again and it didn’t work three times. He accused me of not entering the same password twice.
I assured him my password was visible to me and I could see they were the same.
I then challenged him as to why he wouldn’t escalate my request to a boss.
And I told him it was standard practice and he was blocking it.
I asked about transferring my points to cash and let me out of aeroplan.
He said that was against policy. Though I did it about three years ago.
He came up with no suggestions as to how we could resolve this.
And so I once again asked to be escalated to a higher authority.
He resisted. I asked him his name. It was “Ed”.
No last name. No ID. So easy to hide..
I said I’d be contacting management.
He then said he’d need time to fill out a requisition for escalation.
And that I’d have to hang up and someone would get back to me.
Then he said, just hold on. I asked if I was to hold on or hang up.
He said “I told you to hang up”.
I couldn’t take it anymore.
This would be about five hours total of my day trying to deal with this issue.

I would like someone in a position of authority and knowledge to read my file and get back to me tomorrow with a reasonable proposal for resolution.
Kathryn Oughtred
Aeroplan # [protected]