I have an Amex Gold card for 17 years (no annual fee), and 2 years ago I cancelled my Platinum Reserved which I had for more than 7 years and since continued to use my Amex Gold card which I have not cancelled since I received it. Currently I have a balance of almost 300k Amex rewards.
A month ago I had a look at my Amex points thinking of converting some of my Amex rewards to Krisflyer, to my surprise my Amex rewards conversion to Krisflyer is 4 Amex to 3 Krisflyer.
I remembered it used to be 1 to 1 a few years ago.
To cut the story short, after 3 emails to Amex and 3 calls to Amex, the reason for the 4Amex to 3 Krisflyer is that when I had my Platinum Reserve I was on a Membership Rewards Ascent program which gives me 1Amex point to 1Krisflyer. Sometime after my card was cancelled I was moved to the Gateway program which only gives 4Amex to 3Krisflyer. The reason I had to contact Amex several times is that I received conflicting responses to my queries how can I move all my existing Gateway point into the Ascent program.
Some of the conflicting advice includes:
- I can or I cannot enrol in the Platinum Edge and move my point from Gateway to Ascent
- I have to cancel my Gold card and upgrade to Platinum Edge to move my point from Gateway to Ascent
- Pay a fee to convert from Gateway to Ascent points
Finally I wrote another email to Amex, explaining all the conflicting information I have received. A week later I received a call from the Executive Customer relation, stating that:
- I cannot convert any of my existing Gateway to Ascent points
- I can apply for Amex Platinum and any points I earn from there I can get the 1Amex to 1Krisflyer conversion, all existing points will convert at 4 to 3.
- If I cancel my Gold card and upgrade to Amex Platinum I will lose all my Gateway points.
- Amex would have send me a letter 2 years ago stating my points were to move from Ascent to Gateway, which I don’t remember reading the letter.
I asked if I can escalate my issue higher within Amex he said no and I have to contact the Complaint Ombudsman.
I am very annoyed that all the points I earned from Platinum Reserved card and yearly fees I paid now worth less than before. I don’t mind paying for the Platinum Edge if my existing points can be transferred to Ascent program.
I hope someone can provide some suggestions.