I also noticed missing points from this month as well as Sept. I received only the grocery spend bonus this month but nothing else including the bonus points from Hilton stays. From Sept, I was missing points from a grocery spend. Calling Amex was useless. On my Sept statement I received 0 points for one of my grocery purchases. No base points, no bonus points. Just 0. The incompetent CSR told me not all purchases get points. I told her ALL purchases get points and some get bonus points depending on the category. She put me on hold for 5 min, telling me she had to research if I was eligible for any points!! She returned to tell me she put in an enquiry about my grocery purchase. I asked why it couldn’t be corrected immediately as that was in the T&C about points accrual. When there were missing points previously (different issue), the problem was rectified immediately. I never even got to address the missing points from Oct. I asked to speak to a supervisor and was told none was available and offered a callback. It was supposed to be 230 pm. I’m still waiting. Sadly, Amex customer service has gone from stellar to pure incompetence.
I used the Amex chat function which was much more useful. The CSR noted the missing points from Oct statement. She said Hilton accepted the grocery spend points but the rest of the points were listed as pending.
Contacting Hilton, all I got was it can take up to 12 weeks from statement close. I told her all my points have always been posted at the same time previously. She then told me to check with Amex. I told her they can see the points were pending but not accepted yet. She told me again the points can take up to 12 weeks even though the points had already been transferred and listed as pending. She then told me to look at Amex for my point total. I told her the total doesn’t reflect any of the pending points since Hilton hadn’t credited them yet. She then disconnected me.