Last month American Express suddenly stopped sending my earned points to Hilton. I noticed that my January statement should have earned more than five-thousand points but no points were sent to Hilton.

In addition to other credit cards, I have had my American Express card for more than twenty years. I am financial solvent. I travel a lot and have high credit card charges but I pay all my credit cards in full every month. Therefore, lack of payment is not the reason the points did not get sent to Hilton.

When I called American Express about the missing points, the agent said he would look into the problem and call me in a day or two. The agent never called me.

Earlier this week I called American Express again about the missing points. The agent was rude and arrogant and said that I had already called about the error and that the error would be fixed at my next billing cycle. I told the agent that I was never advised about when the error would be corrected.

When I asked the agent why the points suddenly stopped, he refused to answer and merely repeated that the error would be corrected at my next billing cycle. I asked him why no one called to explain that the error would be corrected at the next cycle. He became more arrogant and repeated that the error would be corrected.

Not understanding why the agent acted so odd, I asked to talk with a manager or talk with Customer Relations. The agent said there are no managers and there is no Customer Relations for American Express.

Can it be true that such a prestigious company allows its employees to be rude to customers, make errors, not return phone calls and not be accountable?

I am sending a letter off to the Corporate Headquarters of American Express about this matter.

Is something happening with American Express that I am not aware of? I have always been very pleased with American Express in the past.

Does anyone have a clue why the points would suddenly stop and why employees become arrogant over inquiries?