I believe the Benefits Guide for this card is here:
https://web.aexp-static.com/content/...nefits_tnc.pdf The wording of the terms suggests that the free passes are not available until the second year of card membership, after the first
renewal fee is paid, but if that were the problem it would be straightforward to explain.
I've had this particular amex card three years now, although I'm 'Member Since' 2008. So even if it were the problem it shouldn't apply here. I've written to the Customer Relations Manager, although its a physical address so I suspect a reply will be a while coming. Will update here if/when I get one.