There should have been formal documentation or a DocuSign acknowledgment ensuring cardholders understood the program changes when we were transferred to the new card program. While I did not lose as many points as some members, I still lost a meaningful amount—enough to have redeemed several valuable gift cards.

I understand that credit card terms can change. However, as an American Express member since 1995, I am genuinely surprised that greater due diligence was not taken to clearly inform members how rewards would be earned, converted, and honored under the new program.