Originally Posted by Happy

I would call. The phone reps seem to be more empowered. I had similar situation in Dec - 2 restaurants that earned 4x suddenly became 1x, and they are Chain restaurants. When I called, the phone rep offered 2 solutions - a $20 statement credit or a few thousands MR pts. I took the credit because I did not want to keep an eye on if the promised courtesy points would show up 1 or 2 statement later - that is another pet peeve of mine on how delay the AMEX system posting earned pts, but that is another story. The rep was surprised why I opted for the statement credit and not the seemingly higher value points - I told him why. He said he understood as this seemed to be a source of many customers frustration.

$20 statement credit posted the next day.

Somehow, 2 statements later, I saw some unidentified courtesy adjustment - not in even number like in 3K or 4K, but a very odd 29xx pts, I would take it though I had no clue what that was about as it did not say other than courtesy adjustment.

If I need to get things done other than just cancelling a card, I would call instead of doing the chats with AMEX. (you can also cancel an AMEX card via the robot on the phone fwiw).