Amex Credit Card Complaint

Amex Credit card department,

Rewards Florida

I upgrade my credit card with American Express and I was told my reward dollars would be transferred to my new card, I doubled checked before I cancelled my old card and was told that my rewards $35.00 would move over to my new card so I cancelled the card.I waited two weeks to check on my rewards and was told they ca n't transfer the money, I lost the money.