Maybe if you go back and talk to a different supervisor, it will be resolved. I am unfamiliar with MR (I have other AMEX w/ cash or miles), but would you happen to know if the CSRs you talked to were overseas? I have had bad experiences w/ CSRs (including managers) who were based in India (my guess). They declined to state where they were located, but from their diction and accent, I'm pretty sure it was India. I'm not necessarily knocking Indian call centers, but my personal experiences have been bad.