Ok this happened to me in 2012 when I applied for the Platinum for 50k bonus.
I tried everything - called, called, and called. I got transferred from department to department, got supervisors on the phone. They told me in the end, NO NO NO.
So I got on Twitter and tweeted to Amex. Their Social Media person tweeted me back and told me to send an email via the link she provided (made me log into Amex then send secure message). I mentioned her name in the message as well.
Within 20 minutes, I got a reply from the person. She credited my 50k points instantly and apologized.
SO USE TWITTER GUYS!