I formerly was a concierge for Amex before a huge workforce layoff. A few things to consider:
Concierge services are a benefit of being a card holder. You do not pay extra for this service if you are Platinum or above.
Concierge do not have the ability to give you back points or issue new ones. I would suggest that you contact AMEX directly, the accounting offices and they will be of more service to you because unlike the concierge service, they are the direct company and not outsourced. They don't want you to know that they outsource this service. Employees in training are ordered to never let the customer know that you are anything but AMEX; big ruse. Although the security is incredibly tight and cutting edge, they feel their card holders would be unhappy to find this out. So again, go to American Express directly.
Thirdly, I can't tell you how this happened because everything we did or said was recorded; screen capture on the computer, recording on the phone; there were a million eyes and ears paying attention and if one little service request was done incorrectly or ignored, it meant some serious trouble for the concierge.
Guess that's why all those in power then are gone now.
Know that they have no magic fairy dust to solve the problems, answer the questions or get it done. We had to know how to navigate around the Internet. Our pre-employment test was to find a list of items, places on the computer but they were too dumb to clear out the cache so all the items were in the drop down window to click on and find. If you can find anything on Google, you can do whatever they do. No magic for dinner reservations either; the name alone carries some weight with restaurants but the more exclusive ones have their rules and even Amex can't get through sometimes. To get one yourself? Just say that American Express recommended you. That's the only name they want to hear.
Good luck
