We were told our points were safe. On 9 November 2026 they were taken.
Indian American Express cardholders closed one card, kept another Membership Rewards card open, and were assured in writing that their points would stay. Weeks later, the points linked to the closed card were removed, citing a 30 day rule and a "technical issue". This page documents one case and helps others file theirs.
One cardholder's timeline
- Cardholders are emailed that, from 11 October 2026, points will be held separately for each Basic Card. Until then, points across Basic Cards are pooled in one balance.
- Before cancelling a Platinum Travel Credit Card, the cardholder asks in the Amex App chat whether the pooled points stay with the Membership Rewards Credit Card that remains open.I have total 1,49,110 points as of today and they wont be impacted with my platinum travel card closure, right?1:19 PMYes1:19 PM, Amex chatPlease go ahead with cancellation of my platinum travel credit card, i give me consent1:19 PMSince you have your American Express Membership Rewards® Credit Card, please rest assured, the points will remain active1:20 PM, Amex chat
- Cancellation confirmed by email.
- The per card split is postponed from 11 October to 15 November 2026.
- Thirty days after cancellation. Points are still pooled and still shown in the account. No warning is sent.
- 1,20,928 points removed. The email says the points "continued to reflect" due to a technical issue and are now forfeited. This is 56 days after cancellation and 6 days before the per card split even starts.
- Per card balances take effect, per the issuer's own published schedule.
Why this is wrong
The promise came first
Consent to cancel was given only after three written confirmations that the points would stay. A cardholder who is told the truth redeems or transfers first. The assurance is what produced the consent.
There was one balance
On the cancellation date and on day 30, points were pooled across Basic Cards. The other card was open and in good standing. "Points linked to a cancelled Card" did not exist as a separate balance until 15 November 2026.
A rule applied early and backwards
The per card split was published for 15 November 2026. It was applied on 9 November 2026 to a card closed on 14 September 2026.
The error was the issuer's
The points stayed visible for 56 days. The issuer calls this a technical issue. A system error on the issuer's side should not become the cardholder's loss.
Are you affected?
You may be in the same position if most of these are true:
- You held two or more Basic American Express Cards in India that earn Membership Rewards.
- You cancelled one of them between roughly August and October 2026, and kept another open.
- You were told by chat, phone or email that your points would stay.
- You received the email "Important update on your Membership Rewards points balance" on or around 9 November 2026.
- Your points activity shows a large negative "Points Adjustment" dated 9 November 2026.
Save evidence today: screenshots of chat transcripts, the points activity page, the cancellation email and the 9 November email. Chat history in apps can change after a platform migration.
What to do, in order
Complain in writing to the issuer
Email Head, Customer Services India and copy the Principal Nodal Officer. Ask for a complaint reference number. Keep everything in writing and decline to treat a phone call as resolution.
Reply to every rejection
If the reply rejects or ignores your points, reply within a day or two that you do not accept it and the complaint is not resolved. Never let their message be the last one in the thread.
RBI Ombudsman after 30 days
If unresolved 30 days after your complaint, or if rejected earlier, file at cms.rbi.org.in. Category: Credit Card. Upload the chat, the points activity and the 9 November email.
Consumer Commission
A District Consumer Commission complaint for deficiency in service and unfair trade practice can be filed online through e-Daakhil. Claim the value of the points and compensation for harassment.