After not getting any response from Amex or FlyingBlue for a week, I called again. FB said they can't access the system for 'security reasons' and I should call Amex to get the XP corrected. The rather unhelpful Amex rep told me it had to do with that I switched from the Gold card to the Silver card at the end of my first year. Because I called 11 months in from the start of the Gold membership to avoid getting charged the full goldcard fee, the system considers it as a 'downgrade within the Gold year'. Therefore the 30XP I got at the start of the first year, and none since because it is 2x 15 for Silver. So strange... no one told me that when I renewed the card, I did get 5.000 FB miles for renewing to a Silver card... Anyway, the rep was unhelpful 'rule is rule', 'no exception', 'can't do anything'. And that if I wanted to file a complaint, I needed to write a letter to Amex Europe HQ... no other options, no case or escalation... He didn't do anything. So I decided to disconnect.

Called again, this time got an English speaking agent. Very helpful. She investigated the issue. Said that it was indeed strange, however that she couldn't decide about this. She did make a case and escalate it to the 'account review team'. So apparently there is a 'higher up level' . Once they have the answer, I will get a call back.

I think I will miss out of the 15XP for this year... due to some administrative issue... but the experience with the helpfulness of the reps can really vary. So, you might want to try to call again if you get stuck...