I had the same answer. Every time I call, they keep saying the same thing but the problem is never fixed. It is very frustrating.. American Express used to be so good, so exclusive and now it seems like they don't care anymore. Even the supervisors seem to be annoyed by my calls. They keep postponing the deadline, they never call me back or send me any explanation/apology letter.. I'm missing bonuses points from Feb/Mar/Apr charges. On my call today, I requested the address to send a formal complaint to the headquarters. According the to agent, she filled up a complaint on my behalf and forwarded it to the main office. I suggest everyone to do the same