I've reached out to AMEX multiple times on this issue and received the same response almost every time. "I'm opening a ticket and you should receive information/phone call/points within 3-5 days". In ALL instances, I have received no further information. No points. No phone call. Nothing. I've generally been a cheerleader for AMEX and their customer service; I've literally never had an issue in the 20 years I've been a customer with tons of variations of cards. I truly cannot believe how terrible their response has been on this issue. The latest time I reached out was via online chat and the rep stated that they both opened a case and setup a callback from their supervisor. We'll see if either of those go anywhere. I'm not holding my breath.

Slightly off topic but related: The new MR Point Summary page makes it impossible for someone to reconcile their MR balance and ensure they are receiving all the points they should. The fact that it's called a "Summary" page but instead lists out EVERY single transaction from all your cards is quite humorous. The previous version of the page included an actually summary; e.g. one line item for each card/month combination and more line items for redemption activity. It was clear, concise, and easy to follow. The new page is none of those things.