I purchased an expensive cruise on my platinum card via my travel agent, who got the "confirmation number" from AMEX travel via Crystal Cruises.

I called AMEX MR customer service on June 8 and was advised I would receive double membership rewards points per the program for this charge.

I didn't.

Now AMEX MR customer service is saying it would have had to have been purchased via AMEX Travel. I referred to the June 8 call. They said they had no way of retrieving that recording.

Does anyone know about these program rules? Very frustrating experience to say the least as I could have booked it on my Chase Sapphire for 3X points and gotten the cabin credit through another promotion via my agent.