FordPass Rewards Points Removed, vehicle sale canceled

[GeoTracker]

I was making a service appointment and noticed that my rewards points was 0 and the history showed this entry "Points Adjustment -42,000 vehicle sale canceled". Contacted chat at FordPass and they advised that they can not assist me and I should call 1-833-385-0516. Called the phone number and was advised that the FordPass Rewards database had experienced an error and that most members had been restored. They gave me a case number and advised it may take 2-3 weeks for my request to be processed.

Prior to this zero balance I received an email from FordPass Rewards: "Expiration of FordPass Rewards Points has been extended to April 1, 2021. Regardless of when Points were earned, your balance will be available to you to help during these uncertain times." Balance 42,000 points

Has this happened to anyone else? Seems like a long time to correct an error that they are aware of.

 

[greeman]

I noticed mine disappeared for a short time, then re-appeared??

 

[GeoTracker]

My Missing 42,000 points restored by a GOODWILL POINTS entry. No reply to my questions: Did FordPass have a data breach? If not, why was an entry made to my FordPass account, "vehicle sale canceled" and all points removed? How many owners lost points?

Must not be an easy fix as it took chat, two calls, email, negative FordPass App review and negative private web page to get my points restored. It should have been simple, just restore the lost point when it was first reported to Ford over a week ago. My vehicle sale was never canceled, chat and phone calls were non productive only resulting in creating a case to review the problem. Unable to schedule my first Ford ST service using my points. Points balance was zero! The FordPass@Ford.com email address may have been the solution to getting the points back. Nice that they restored with GOODWILL, even better if they find and fix the problem. Hopefully the database is safe and the remote vehicle control features are secure.

 

[ArvadaMike]

Thanks for your post. My points also disappeared, same thing, same day as yours. 5/5/20: Vehicle Sale Cancelled. In my case, the vehicle I purchased was ordered from the factory by a different dealership than the one I bought from; I found it online and started the buy process while it was still on the delivery train. So I thought maybe it had to do with the transaction between the dealerships. Weird they were on the same day though.