Mlife Express Comp Disappeared???

logged in to my MLIFE.com to check my offer.
noticed about half of my express comp point is GONE!!!
I checked my point about 2 days ago and I have not used them.
heck I haven't been to vegas in 4 month.

Anyone else having same issue?

 

Yes it happened to me on Friday too when I discovered I had lost $400 or so in express comps. I called up and was told by VIP services they just had a company memo on it and it was because auditing recently went through the player's card accounts due to their past computer problems and found some people had not had their express comps taken out for purchases.

Since I always check carefully each trip I know mine had been taken out each time with the exception of a error they made when my tickets to Vegas Uncork'd were not taken out but since I returned those tickets to them due to a trip cancellation my account was current and correct.

I had the lady examine my express comp account and all she could find was they were making that correction for Michael Jackson Cirque tickets from back in early December of 2011 so I told her that I knew those tickets were processed and comps were subtracted and after she examines my account she said she saw they were too but that it would have to be forwarded on to her boss. I'm hoping to hear something Monday from her boss, otherwise I will be calling again on Tuesday about this.

Personally even if there was a mistake with my account in the past though I'm sure there wasn't other then the Vegas uncork'd tickets I can't believe they are just subtracting express comps without any notice or explanation and just obviously hoping that most of their players will not notice the subtractions or will figure they remember the amounts wrong.

 

Here we go. Piss off some more customers, with no backup.

 

we just had the same thing happen on Friday while I was in Vegas at Aria.
They were trying to say its for previous purchases in Dec 2011 for a total of $180 dollars.
Not impressed at all. have host and m life looking into this and told them I want my money back.

 

I'm thinking that a lot of M-Life accounts that had express comps are having this problem but they just aren't aware of it yet. Perhaps it's time to post this on some other Vegas message boards and have others check their accounts.

 

Yes, they finally caught up my express comp usage and now I have a negative balance....... LOL LOL
I used the comps back in March to pay for some things, then this last trip they asked if I wanted to use my express comps and I said I didn't think I had any let but they said sure you do......so they used them. LOL

Well today I'm "caught" up and in the hole $50.00.

 

Evoni -thanks for the info. I also lost about $400 in Express comp & went to Michael Jackson thing too back in Dec. I can't believe they did not even send us an E-mail to explain at least.
I am getting tired of their billing mistake. So far about 3 times at the Mandalay, once at The Hotel,
they charge my credit card few days after I checked out. even after Host comped everything,, few days later
some unreviewed charges show up and instead of taking out of my express comp, they charge my credit card without telling me. So rude.

 

LOL Well Done Emeraldcity!

I wish I had done that too.

 

They have even managed to piss off the high rollers and staunch supporters over the past few weeks.

I'm glad I used my express dollars to pay for my resort fee during my final MILFe stay @ Aria booked via priceline. I would have stayed two more nights but the wonderful customer service staff wouldn't combine my two offers (standard room and corner suite) despite my offer to pay the difference ($49/night at the time). Oh well, I made a few hundred playing at Cosmo ($500 at BJ less craps losses - I've got to stop playing drunk craps).

I'll have $1,000 in Total Rewards comps after the great Race/Road promos and will claim as many additional comped nights as possible.

 

Just wow. HOW can a company be so stupid?

 

They work very hard at it. I am guessing, and only guessing that their mgmt style puts all the power up the ladder. Nobody is encouraged to provide input or debate ideas along the way. Sad.

Does anybody know of a board or chat area where MGM employees gather?

 

looks like there are similar complaints from other Mlife members
on mlife Facebook
https://www.facebook.com/MlifeRewards

 

I read someone else complained on facebook & Mlife told her to email them with the detail.
so I posted my complain there too. we will see if they respond.

 

This was also an issue about a year or so ago.
It has been stable for a while. Apparently they have someone working on the system. It appears they are too cheap to invest in a Production and a Test environment.

 

I received the typical customer service these days from M-Life and no call back or email from the supervisor so I called back and of course got no where. Their computers say that back in early December 2011 my tickets to the MJ cirque show was not deducted. My records say they were. Guess who wins? Not me.

While I personally don't think my M-Life account actually had this error, in the case where they did have some accounts that didn't have charges deducted they should have just written it off at a loss instead of just taking away express comps 7 months later in a very sneaky manner. It's just not good customer service and they are obviously hoping that most M-Life accounts will not notice they have subtracted credit from their Express Comps.

I'm NOIR level, I still have a lot of express comps left but I'll burn through them on a future visit using one of the M-Life offers, but this time I won't give them my play, instead I'll play at Venetian and Palazzo during that trip where I've always been treated great or Wynn and Cosmopolitan who I haven't yet had any issues with. Yes, I know some got burned over a year ago by Sheldon (I didn't) which just goes to show you can't trust any of these casinos something that I always keep in mind.

 

On your first point. Yea, they win. Since we can not see what has been added or subtracted, we have so little to base things on.

On the last count - yea, maybe their whiz bang finance types figured they could reduce their outstanding liabilities on the books by skimming some accounts hoping nobody would notice. So some sr mgr has a bonus coming due based on express comp balance and decides to go for it!

 

Evoni, I feel your pains and want to share my painful experience with you. Have you watched your M-Life tier credits? They made big mess on our tier credits and took over 5 months to straighten out the crap!

We stayed at Palazzo in our December 2011 trip and treated several friends to dinner at SAGE (Aria restaurant). The total bill was over $800. We didn't stay at Aria and couldn't charge it to our room. Instead, we gave our credit card and M-Life platinum card to the waiter. He was a nice guy. He showed us that he entered our M-Life card information into the billing system so that we would earn the tier credits (i.e., 25 credits for each dollar spent on dining, etc.)

For over 2 months, I didn't see any tier credit (for this dining bill) being posted to our account. I called and emailed M-Life customer service a few times in early March 2012. Finally, a lady returned my call and asked me to scan & email the credit card charge slip to her. Luckily, I kept the credit card slip and SAGE's detailed dining bill (the nice waiter gave me an extra copy). I submitted them to her via email.

After 2 more months of "silence treatment", I noticed that our tier credits got deducted by over 20,000 points. What??? I became angry and called & emailed that same lady again. Guess what? The clerk made a very stupid booking error. Obviously, she couldn't tell the difference (or just didn't care) of debiting or crediting the customer's account. The customer service rep didn't even apologize when they realized that they goofed big time!

My husband wrote a letter to the higher level of M-Life Administration as our formal complaint. Finally, our account got corrected in May 2012 (five months later). The VP wrote us a nice letter and apologized for their staff's errors and bad attitude. He enclosed a $100 dining voucher in his letter. We will certainly use it in our upcoming trip.

 

Hmmm... I don't know if this is the case at all. There were a few people, myself included, who "benefitted" from their old system when points that should have been taken out were not. They probably realized that when they re-checked the books.

Yeah, they have bad IT people, but I doubt that they are out there to just downright cheat people like that.

I am more than OK with them "fixing" their error that may have benefited the players.

I wasn't complaining about their glitch before, so I won't complain about their efforts to fix it now. However, I may be in the minority, maybe??

 

I think the issue is them doing it without communicating it. An e-mail explaining why it had been done would have been the smart thing to do.

 

I agree. That would be the best customer service move. I was just responding to the suggestion that some higher up decided to skim people's accounts unilaterally, which I am thinking is not the case.