Crown & Anchor Society Question

[LegalEagle2012]

Hi all

 

I think I may be able to shed some light on all of this. It appears that there has been a data breach at C and A and accounts have been "mis-merged"  I logged on to see someone else's personal information and name on my number.  They next time it was my name with a different number and her details.  I could see booked cruises etc.

 

I have expressed my displeasure to C and A and also pointed out that this constitutes a data breach, especially in regard to the new GDPR regulations in the UK.  My account is registered with Crown and Anchor UK and therefore these actions are in severe breach of the regulations.

 

I have written to C and A on several occasions pointing out their errors and that I intend to take the matter further.  They are ignoring all communications.  I have now escalated my emails to the C and A Director and will be copying them to the CEO before I consider further actions.

 

This was prompted when my husband received an email stating that he had been upgraded to Diamond status ( I thought that we were a few points off and that we would make the grade following our next cruise this year).  I phoned and spoke to someone at C and A in US who confirmed that we indeed did have Diamond status and congratulated us.  He even stated that our daughters were also at Diamond level.   I pointed out that the email had gone to my email address and not my husbands - also a breach - and why had I not been informed?

 

It was confirmed again that we were all Diamond status and we were very happy with that.  Two days later we received an email to say that there had been IT issues and that there had been a "mis-merging" of data and that all C and A accounts had been locked!   This email was written in such a way that it looked to be a spam email - full of spelling errors etc.  As a resting Lawyer, I immediately began looking into the mis-merging issue and discovered, from a further email that this constituted a data breach.  It also rescinded our Diamond status. 

 

My husband still has the email saying he is Diamond and is adamant that he will take this onboard with us later this year.  

I just want C and A to admit their error and I shall be escalating the matter.

 

Karen 

[Biker19]

1 hour ago, LegalEagle2012 said:

 It appears that there has been a data breach at C and A and accounts have been "mis-merged"  I logged on to see someone else's personal information and name on my number.  They next time it was my name with a different number and her details.  

I think your definition of a data breach and RCI will differ. While unfortunate, what you experienced is likely due to IT mismanagement and poor IT skills on RCI's staff, not a data breach.

 

FYI, during the transition last year a number of CC posters reported being demoted to "pre-gold" C&A status (from much higher levels) - that averages out your erroneous elevation in status. 

[ShillyShally]

Huh, suddenly I've been getting my husband's status emails and promotion emails with his info at the bottom at my email address and none of my own.  I also just got a "you're now Choice" from the casino email and I really doubt I spent enough on my last cruise in the casino to gain any status!

[Clarea]

2 minutes ago, ShillyShally said:

Huh, suddenly I've been getting my husband's status emails and promotion emails with his info at the bottom at my email address and none of my own.  I also just got a "you're now Choice" from the casino email and I really doubt I spent enough on my last cruise in the casino to gain any status!

 

Royal has a long history of sending inappropriate (and not sending appropriate) emails.  This is just standard operating procedure for Royal.

[ShillyShally]

3 minutes ago, Host Clarea said:

 

Royal has a long history of sending inappropriate (and not sending appropriate) emails.  This is just standard operating procedure for Royal.

LOL that's why I just shake my head 🙂  I was more curious how when they'd send them to me with my info it had my tier level but no cruise points or points to next level but for my husband it has his perfectly, and he only got those because I linked him to me lol, I'm the only one that sailed all those nights (and I'm only Emerald so it's not a TON of nights, but hard earned haha!)

[LegalEagle2012]

Having recently taken intensive training in GDPR regs, this “mis-merge” does constitute a breach.  I could see other people’s info, including dates they would be away.  I only went so far into the account as I did not wish to invade privacy.

 

The email I have from C and D admits their error.  The fact that this has been going on for some time and is still ongoing, is negligent. 

 

I will update if, and when I get a response. 

[Clarea]

2 minutes ago, ShillyShally said:

LOL that's why I just shake my head 🙂  I was more curious how when they'd send them to me with my info it had my tier level but no cruise points or points to next level but for my husband it has his perfectly, and he only got those because I linked him to me lol, I'm the only one that sailed all those nights (and I'm only Emerald so it's not a TON of nights, but hard earned haha!)

 

Whatever database Royal uses to generate emails is typically all messed up.  When they fix it, it seems that it does not stay fixed for long, and seems to get messed up again fairly quickly.  I suspect they have multiple legacy batch processes (from Royal, Celebrity, etc.) updating databases periodically, and even though they can make changes to the database, those changes can get overwritten by the batch processes.  Every once in a while, a customer is lucky enough to talk to a rep who understands these processes and makes the appropriate  changes in the legacy systems, but this is rare.

[ShillyShally]

1 minute ago, Host Clarea said:

 

Whatever database Royal uses to generate emails is typically all messed up.  When they fix it, it seems that it does not stay fixed for long, and seems to get messed up again fairly quickly.  I suspect they have multiple legacy batch processes (from Royal, Celebrity, etc.) updating databases periodically, and even though they can make changes to the database, those changes can get overwritten by the batch processes.  Every once in a while, a customer is lucky enough to talk to a rep who understands these processes and makes the appropriate  changes in the legacy systems, but this is rare.

I figure if I get any correct discounts when booking, and then the correct tier match of benefits on board, I'm good.  Though the last cruise we didn't use any preloaded coupon other than the giftshop discount so I'm not even sure I check to see what I could be getting.  I'm looking forward now to the complimentary bottle of water in our cabin (I think that's the only upside of reaching Emerald on the path to Diamond and higher 🙂 ) 

[Clarea]

2 minutes ago, ShillyShally said:

 ... (I think that's the only upside of reaching Emerald on the path to Diamond and higher 🙂 ) 

 

Hey, you get $25 more of a balcony discount.  Actually less than $25 because of the way Royal computes their fake prices to their advantage.

[ShillyShally]

Just now, Host Clarea said:

 

Hey, you get $25 more of a balcony discount.  Actually less than $25 because of the way Royal computes their fake prices to their advantage.

I feel like if I can decode their math I'll have solved the riddle of life 🙂

[Clarea]

3 minutes ago, ShillyShally said:

I feel like if I can decode their math I'll have solved the riddle of life 🙂

 

Don't try, it will only lead to total frustration.😱

[TheMiz]

4 hours ago, LegalEagle2012 said:

Hi all

 

I think I may be able to shed some light on all of this. It appears that there has been a data breach at C and A and accounts have been "mis-merged"  I logged on to see someone else's personal information and name on my number.  They next time it was my name with a different number and her details.  I could see booked cruises etc.

 

I have expressed my displeasure to C and A and also pointed out that this constitutes a data breach, especially in regard to the new GDPR regulations in the UK.  My account is registered with Crown and Anchor UK and therefore these actions are in severe breach of the regulations.

 

I have written to C and A on several occasions pointing out their errors and that I intend to take the matter further.  They are ignoring all communications.  I have now escalated my emails to the C and A Director and will be copying them to the CEO before I consider further actions.

 

This was prompted when my husband received an email stating that he had been upgraded to Diamond status ( I thought that we were a few points off and that we would make the grade following our next cruise this year).  I phoned and spoke to someone at C and A in US who confirmed that we indeed did have Diamond status and congratulated us.  He even stated that our daughters were also at Diamond level.   I pointed out that the email had gone to my email address and not my husbands - also a breach - and why had I not been informed?

 

It was confirmed again that we were all Diamond status and we were very happy with that.  Two days later we received an email to say that there had been IT issues and that there had been a "mis-merging" of data and that all C and A accounts had been locked!   This email was written in such a way that it looked to be a spam email - full of spelling errors etc.  As a resting Lawyer, I immediately began looking into the mis-merging issue and discovered, from a further email that this constituted a data breach.  It also rescinded our Diamond status. 

 

My husband still has the email saying he is Diamond and is adamant that he will take this onboard with us later this year.  

I just want C and A to admit their error and I shall be escalating the matter.

 

Karen 

 

 

This has been on going since the new website went live.   I first contacted C&A in Oct and talked to the Loyalty Ambassador while on the a TA cruise he promised he would like into it and had no answers for me and he actually avoided me after that.

I sent screen shots I took and you can see them here, For the record I just learned that C&A number is NOT my number but it is tied in with the casino etc.   

 

Last night I thought I would check my Captains Club account guess what the number there too was wrong

That number they posted was for the Casino's Blue Chip Club  

 

 

 

[TheMiz]

I should add on the above screen shot I HAD more that 3 past cruises

 

No one would listen to me for 6 months 

 

Check out my points in this screen shot

I am sure everyone would like a cruise that gives you 167 point

 

 

[LegalEagle2012]

I have just had a call from the US C and A office.  They went to great lengths to tell me that this is an isolated incident - I put them straight on that one.  They also said that they should not be sending a partner's information to my inbox.  Under GDPR they should be using a separate email account for spouses and children over 18/21!  

 

They were also amazed that the first guy I spoke with actually gave me the name of the passenger that my account had been mis-merged with - yes I have her details and could see her cruise number and planned cruises.  I would add that her surname does not even begin with the same letter.  

 

They said that they originally were closing and merging duplicate accounts - I  never had any duplicate accounts - just the one - so I am at a loss as to why they tried to merge anything.

 

They are urgently passing the matter to the Legal Department.  This was after I mentioned that I am a resting Lawyer!!

 

Watch this space

 

Karen

[ShillyShally]

1 hour ago, TheMiz said:

I am sure everyone would like a cruise that gives you 167 point

 

Yes please!  

[TheMiz]

14 minutes ago, LegalEagle2012 said:

I have just had a call from the US C and A office.  They went to great lengths to tell me that this is an isolated incident - I put them straight on that one.  They also said that they should not be sending a partner's information to my inbox.  Under GDPR they should be using a separate email account for spouses and children over 18/21!  

 

They were also amazed that the first guy I spoke with actually gave me the name of the passenger that my account had been mis-merged with - yes I have her details and could see her cruise number and planned cruises.  I would add that her surname does not even begin with the same letter.  

 

They said that they originally were closing and merging duplicate accounts - I  never had any duplicate accounts - just the one - so I am at a loss as to why they tried to merge anything.

 

 

 

Karen

 

 

About a month ago after contacting the C&A they emailed me back 

thanking  Rafael Aviles for the phone conversation etc I have no clue who Mr Aviles is as my name is George. But that is not may name and I never talked to anyone until Sunday and Monday    and this call was from the Captains Club as they were confused why they would get all my emails about Royal , it was Celebrity that found the mistake in the C&A number etc.     Point wise I am still missing about 10 points but it doesn't look like I will get them .   

 

Speaking of points My wife and I have always cruised together since 1990  only one time she didn't go with me and my daughter did. My wifes points are no long 5 less it is more like 28

 

 

Edited April 17, 2019 by TheMiz

[GUEST71919]

It’s too bad that we can’t inherit C&A points, I would have been a Pinnacle on my first cruise!  Oh well 🤷🏼‍♀️

[John&LaLa]

11 hours ago, LegalEagle2012 said:

I have just had a call from the US C and A office.  They went to great lengths to tell me that this is an isolated incident - I put them straight on that one.  They also said that they should not be sending a partner's information to my inbox.  Under GDPR they should be using a separate email account for spouses and children over 18/21!  

 

They were also amazed that the first guy I spoke with actually gave me the name of the passenger that my account had been mis-merged with - yes I have her details and could see her cruise number and planned cruises.  I would add that her surname does not even begin with the same letter.  

 

They said that they originally were closing and merging duplicate accounts - I  never had any duplicate accounts - just the one - so I am at a loss as to why they tried to merge anything.

 

They are urgently passing the matter to the Legal Department.  This was after I mentioned that I am a resting Lawyer!!

 

Watch this space

 

Karen

 

What's a resting lawyer? Should that scare them?

[Mikew0805]

6 hours ago, John&LaLa said:

 

What's a resting lawyer? Should that scare them?

I read it as retired. Still should be someone who understands the laws of their jurisdiction.

 

To stay on topic... I receive my partners emails from time to time. Lately the emails from the casino have been good... mine coming to me, his going to him. Then this last promo (the tax one) I got one, and it was a crappy offer. I looked at the bottom and it was in his name. I never got one at all... then I log onto the clubroyale website to see that there is a different offer for me. I don't understand how it can be fine one day, and then a week later... not fine. Frustrating.

 

There was a time some time ago, that I had to call after every cruise because they were not posting my points. They were being posted to some other C&A number they said I had. Something about my DOB being wrong, or flipped. I think they have that fixed now. 

Edited April 18, 2019 by Mikew0805

[TheMiz]

Has there been any updates on this matter ?