Step by step · email, RBI Ombudsman, consumer commission
Make Amex answer in writing
Amex's email says "no action is required from you". Ignore that. Every cardholder who complains in writing starts a clock Amex cannot stop. Here is exactly what to send, where, and when.
The plan, with dates
Today: save your evidence
Screenshot the full chat or email from the day you cancelled, your points activity showing the 9 November adjustment, the 9 November email, the cancellation email, and Amex's emails of 11 September and 9 October. Do it before the app migration on 15 November.
Today: email Amex
To head-customerservicesindia@aexp.com, copy pnoindia@aexp.com. Use the drafter below. Attach your screenshots.
Every reply: answer within 2 days
If Amex rejects, offers a token amount, or does not answer your points, reply with: "I do not accept this response. This complaint is not resolved. Please do not record it as closed." Add one line on what is unanswered. Put "Not Resolved" in the subject line. Decline partial offers in writing, without prejudice.
Day 30: RBI Ombudsman
File at cms.rbi.org.in if Amex has not reinstated every point. Category: Credit Card. Use the RBI version from the drafter: the portal's facts box allows only letters, numbers, spaces, full stops and commas, up to 2000 characters. Upload all documents at filing.
In parallel: consumer commission
File through e-Daakhil, alone or with others. See the law and join the joint action.
Complaint drafter
Amex escalation contacts
| Level | Who | Contact |
|---|---|---|
| 1 | Customer Care, 24x7 | 1800 419 2122, or chat in the Amex App. Use it only to get a reference number. Do not settle on a call. |
| 2 | Head, Customer Services India | head-customerservicesindia@aexp.com |
| 3 | Principal Nodal Officer | pnoindia@aexp.com |
| Regulator | RBI Ombudsman | cms.rbi.org.in |
| Court | District Consumer Commission | edaakhil.nic.in |
Amex's grievance policy: americanexpress.com/in/legal/customer-complaint-grievance-redressal-policy.html.
What Amex will try, and what to say
"We will credit 5,000 points as a goodwill gesture."
Decline in writing: "I decline this offer, without prejudice to my complaint. I require reinstatement of all [X] points."
"Our executive will call you to discuss."
"Please respond in writing. I will not treat any phone call as resolution or consent."
"As per the terms, points are forfeited after 30 days."
"Points were pooled in one Program Account until 15 November 2026, per your own 9 October email. My other card was open. Your representative confirmed in writing that the points would stay."
"Your complaint has been resolved."
"I do not accept this response. This complaint is not resolved. Please do not record it as closed." Then file with the RBI Ombudsman.