Delta SkyMiles - lost account access PIN - Delta would only mail pin to wrong, old address - couldn't get pin at airport or by sending a fax, both of which were suggested by Delta

Complaints.com received the following on March 31, 2003:

From: Alex Tomic [Email User]

RE: Delta SkyMiles - lost account access PIN - Delta would only mail pin to wrong, old address - couldn't get pin at airport or by sending a fax, both of which were suggested by Delta

Delta SkyMiles has one of the most non-responsive customer service departments in the airline business, in my personal experience. I lost my access pin after moving to a new home, and Delta has refused to give me access to my account.

Their badly designed pin retrieval system would only mail the pin to the address on my account, which is my old address. They would only let update my address if I know the pin. It's a catch-22 situation, and Delta has no good solution. I called their "customer care" department many times and got several different responses, none of which seem to make a difference. They told me to write to them - I did and it's been over six months with no response.

They told me to go to the airport in person to make the change - I did it, and Delta employees at the airport had no access to make changes to my account. Last week, they told me to fax in a letter. I did and so far they haven't done a thing. I just called them again and they said it will take 4-8 weeks for their response. The account has over 18,000 miles on it, and would have 3-4 times that amount if I can see which flights are being counted. In this manner, Delta is not living up to any of the promises made when I signed up for SkyMiles. It is fraudulent marketing at its worst. Is there any federal agency that can launch a probe into this matter? Alexander Tomic