Yikes... I had a very similar experience with Air Canada today. Just two weeks ago I checked my account, and saw that I had enough mileage for a two night stay at a hotel. I went online today to complete the transaction and to my surprise my account now registered zero miles. I called, and was placed on hold for an incredibly long time. Apparently many people are calling with the same complaint. They've zeroed out many people's accts. I asked to speak with a supervisor, and the customer service agent refused. I was frustrated (extremely) however I realize that she was instructed to hanldle all of these complaints in the same manner. Very strange policy since they'll surely lose a lot of business by treating their customers in this manner. Or perhaps, since they're cancelling accts that have been inacative for 3 years, they're figuring they won't be losing much business anyway. I also was given the offer of buying back points, which seemed to make little financial sense. Arguing proved to be useless, and perhaps I'll write a letter. Somehow I doubt it will do anything since this policy seems to be written in stone.
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