(For the record, Amex has an Executive Liaison office number you can call for big SNAFUs - your account is cancelled by mistake, something incorrect is on your credit record, etc. It's (800) 297-6197. I've found it most helpful on a couple of occasions.)

Otherwise, +1 on the secure messaging. I've often had points credit, or a refund apply, or what have you, within 24 hours of using this option. Good luck!