Except that I'm not, which is why I'm trying to reach out to CX in every way I can to get this straightened out. I have no idea how I was supposed to know going in that what I was doing would be viewed suspiciously, we just used the AmEx website as designed, and CX's program as designed as well. This is incredibly frustrating, and I have no idea how to get eyes on this to resolve it.

Edited to add: Had I been a points broker, there is no way I'd still be pursuing this, it likely wouldn't be worth their time. For me, these were points we had hoarded for literally YEARS for this trip, and I am frustrated and devastated to be in this position with no recourse available to me, and no way to rectify the situation.