Exhibits · 14 September to 9 November 2026
The evidence: Amex's own words, Amex's own ledger
Everything below comes from the Amex App chat, Amex's own emails, and the Amex points activity page. Nothing is paraphrased where it matters. Highlighted messages are the ones Amex will have to answer for.
Exhibit A: the full chat of 14 September 2026
Transcribed word for word from the Amex App chat, including Amex's typos. The agent's first name is replaced with [agent]: this is about Amex, not one employee. Two long retention messages are summarised in square brackets; the full text is in the screenshot.
Exhibit B: three assurances, then consent
"Yes, your reward point will remain active on the account"Amex chat, 1:18 PM
"Yes"Amex chat, 1:19 PM, in reply to: "I have total 1,49,110 points as of today and they wont be impacted with my platinum travel card closure, right?"
"Since you have your American Express Membership Rewards® Credit Card, please rest assured, the points will remain active"Amex chat, 1:20 PM
The question was specific: this balance, this closure, this other card. The answers were specific. Consent followed at 1:19 PM. Amex asked for that consent at 1:17 PM. It got it only after it answered the points question.
Exhibit C: the checklist Amex will point to, and why it backfires
Amex's best argument
At 1:16 PM the agent listed pre-closure checks, including "Any available Membership Rewards® Points have been redeemed." Amex will say this was a warning.
Why it fails
- At 1:17 PM the agent wrote "The above have been checked". 1,49,110 points were unredeemed at that moment. Amex checked, saw the balance, and cleared the closure.
- After that, I asked the direct question. Amex answered it three times: the points stay. A specific answer to a specific question overrides a generic checklist line.
- I had told Amex at 1:13 PM that I hold an MRCC and expected the points to stay there. If the checklist line applied to me, that was the moment to say so. Amex did not.
Exhibit D: the ledger entry
Exhibit E: what Amex wrote, in order
11 September 2026 · to both cards
"Your American Express experience is evolving"
Announces that from 11 October 2026, "your Membership Rewards points will be maintained separately for each Card", and that points "can no longer be transferred between Cards". Before that date, the balance is shared.
14 September 2026 · 1:25 PM
"Your American Express Account has been cancelled"
Standard closure email with generic text: points not redeemed within 30 days are forfeited. Sent after consent was given on the strength of the chat assurances. It does not say the chat assurance was wrong.
9 October 2026
"An important update on your American Express Card and Account experience"
"The new digital experience and previously communicated changes will now be available from 15 November 2026, instead of 11 October 2026." That includes the per card points split.
9 November 2026 · 5:30 PM
"Important update on your Membership Rewards points balance"
Says points linked to a cancelled card must be redeemed within 30 days, that "due to a technical issue" they "continued to reflect" in the account, and that the balance "will no longer reflect the points associated with your cancelled card". It ends: "No action is required from you."
What the evidence proves
- Amex knew about the other card before consent.Stated at 1:13 PM and 1:14 PM.
- Amex knew the exact balance before consent.1,49,110 points, stated at 1:19 PM.
- Amex gave a specific, unconditional assurance.At 1:18, 1:19 and 1:20 PM.
- Amex acted against its own published timetable.Split moved to 15 November. Points removed 9 November.