Not sure if this is the right place to post but I'm really frustrated and hoping someone here can help guide me to the right place.

After my Amex Bonvoy August statement closed, about 10,450 base points were posted to my Marriott account (with nothing posted for the Hotel Spend). On the same day, almost 11,000 base points were deducted along with another 1,000 Hotel Spend points were deducted by Amex. I only had 1 charge for a Marriott hotel stay on the Amex August statement that closed and didn't have any returns or refunds in the months before or since the August statement closed. This is really strange because I definitely shouldn't have more points deducted that what was earned.

I called Marriott customer service and they were unable to help and told me that a deduction usually meant that there was a merchant refund. This was not the case so they told me to call American Express. I called American express and said that I should have received 15k points for the base spend and hotel bonus. If I wasn't seeing that on my account, I should call Marriott Bonvoy.

As you can imagine, I'm really frustrated and each company is telling me to call the other.

If anyone can point me to who I might be able to escalate this issue, I would really appreciate it.

Thanks!