Consumer complaint received 2026-03-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: Bilt Technologies, Inc.
State: NY

Complaint narrative:
b"Background: In XXXX XXXX Bilt decided to transition the current credit card issued by XXXX XXXX into Bilt 2.0 which included an option of XXXX cards that members had to choose from (XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXTimeline of events:XXXX: opened the Bilt XXXX XXXX card.\XXXX XXXX I choose the XXXX card. After realizing the one feature which made me choose this card wasnt as it was positioned to me, I changed my mind and immediately contacted Bilt on XXXX to request a change to the XXXX XXXX XXXX XXXX XXXX I spoke with XXXX (I had also been waiting for XXXX min or so for a live online Chat agent with no response) and explained my situation and that I wanted to change my card from the XXXX to the XXXX XXXX confirmed that he initiated my request to switch to the XXXX XXXX He informed me that I may get the XXXX card first since that was already in process, but the XXXX XXXX would come shortly thereafter. I asked if he knew the approximate time frame and he said no, but I would get an email letting me know it was coming. We discussed when the $XXXX fee would be charged and he stated the end of the month, so I was not concerned about the fee as I should have the XXXX XXXX by then. He provided me with XXXX XXXX XXXX XXXX I returned home (I was traveling from XXXX through XXXX and the XXXX card was delivered. I was not concerned since XXXX thought that card might be delivered first. But I had not received an email about the XXXX XXXX yet. \nOn XXXX I called Bilt at XXXX (as well as trying Chat agent) and spoke with XXXX and asked about my XXXX XXXX status and when it would be sent/delivered- he viewed records and noted a card was delivered thinking it was the XXXX XXXX I requested, but I told him it was the XXXX not the XXXX XXXX. \nHe was not sure what happened but told me he put through / processed the change request again and suggested if I had not heard by XXXX to use the chat agent and to not activate the XXXX Card. I asked XXXX to send me an email confirming what we discussed and that he processed the change to the XXXX XXXX. He sent an email titled Change card from XXXX to XXXX XXXX see message copied in below\nYour Bilt Card Support request (XXXX) has been updated. To add additional comments, reply to this email.\n\nHi XXXX,\nThe processing phase for **Bilt XXXX XXXX has been initiated. Current status: **IN PROGRESS**.\nNo further action is required from your side at this time. An automated notification will be dispatched upon status change.\nIm here if you need any further assistance.\nBest regards,\XXXX\nBilt Card Services\nI also received an automated email that my current XXXX card has been deactivated and a replacement is on its way\nXXXX XXXX I received an email received that a XXXX card is on the way and I responded to the email I received from XXXX and also the email about my card coming that I am not waiting for XXXX but the XXXX XXXX. I also again tried to get someone on the Chat support - and after 2 hours the chat agent suggested I use SMS which I did and received no response there either.\n\nOn XXXX XXXX XXXX XXXX and spoke with XXXX (as well as trying Chat agent support), I explained that I was told that the XXXX XXXX would be sent to me by 2 different agents on XXXX and then on XXXX and received an email informing me I would be moved to XXXX XXXX and that on XXXX I received a second XXXX card and I asked where my XXXX XXXX was? XXXX informed me that he is unsure why the other XXXX agents told me that they could change the card at this time, since the transition from XXXX was still happening and therefore they are unable to do anything until that transition has been completed and he told me the last day for the transition was today XXXX). I let him know I wanted this escalated and a manager to call me back. He assured me that a manager would call me as managers are 24/7, but he thought they would likely tell me the same thing as that is what Bilt told them. I asked who he was if not Bilt, as I thought I was speaking with Bilt - he informed me he was XXXX XXXX. a third party. I asked for a direct phone # to Bilt since he noted that Bilt provided XXXX the guidance on this. He told me he did not have a direct email and provided me an email address which I could write too which was the same email address as the email address on the email I received from XXXX XXXX which I had already written too. \nI also asked about the XXXX annual fee and if charged, how I would get a refund, XXXX noted that I could get a refund within the first 30 days (after application) and he noted that they (XXXX) would assist with this. Since I had not yet been charged and the application had been submitted on XXXX I wanted to go on record that I have stated I would like the fee refunded and that I am stating this within the 30 days of application. I was provided a new case #XXXX was provided an email sent by XXXX confirming I would get a manager callback and that I requested to waive the annual fee (I asked for a refund not a waiver, if charged, as my desire has been to switch to the XXXX XXXX which has no fee). I was never called by a manager. See below for email from XXXX\nYour Bilt Card Support request (XXXX) has been updated. To add additional comments, reply to this email.\nHi XXXX,\nThank you for reaching out.\nThis email is to let you know that we have received your case, and we are aware of your request to waive any annual fees before the 30 days according to our policies. As well, you have been scheduled with a callback from one of our managers within XXXX hours to address your concerns about the switch of your XXXX card to XXXX XXXXPlease keep an eye at your line so they can call you back as soon as possible.\nIm here if you need any further assistance.\nBest regards,\nCXXXX I received an email which stated the transition period is over we are unable to support new card tier changes as the transition period has ended. This is a direct contradiction to what XXXX told me in that I needed to wait until the transition had happened as advised by Bilt.\XXXX I sent two emails one in response to the email received on XXXX documenting the history of my calls and emails and asking for my case to be escalated up as well as a response to another email under the old case # where I noted, that I am still waiting to hear back about the promised XXXX XXXX I called same number XXXX XXXX XXXX XXXX and spoke with XXXX as I still had no response from my emails nor from a manager who was supposed to call me and explained what had been told to me. He told me that he is a XXXX representative and Bilt stated since the transition period is over he is unable to transition me to the XXXX XXXX again a direct contradiction to what XXXX said to me. I told him I needed to speak to Bilt he suggested using the Chat, to which I let him know that I have waited for over 2 hours trying to use the chat several times and then referred to using SMS, none of which ever provided a response. He found a phone number for Bilt transition line and transferred me to XXXX at the Bilt transition line.\n XXXX XXXX spoke with XXXX briefly at Bilt Transition team I explained my situation and interactions again and he transferred me to XXXX. I explained everything to XXXX who then spoke to his supervisor and explained that I had been told by two agents (XXXX) that I can move from the XXXX to the XXXX and had it in writing. He noted this will be escalated and after review and Bilt will call me back, I asked for a time frame and an email confirming what we discussed and the escalation. XXXX he could not provide a timeframe nor an email but provided a new case XXXX XXXX He also told me I could use Chat support to follow up.XXXX since I had not heard back I called the Bilt transition line directly at XXXX XXXX XXXX and spoke to XXXX to ask the status of my complaint/situation. I offered the case XXXX XXXX but XXXX noted he could not see the information and I should explain my situation and he could see how he could help. I did this and provided the case number; XXXX noted he could see that case has been closed. He then escalated to the Special team or Special service team since, this case was closed and no one contacted me and because I had been told by two agents that I would be getting the XXXX XXXX He stated the case will be reviewed and someone will get back to me, but he was not sure when (hours or days). We also spoke about how I could cancel the card and that I would not lose my points and could continue to accumulate points but for more information I would need to use Chat support or email XXXXWe also spoke about the fee and I again wanted to note in my record that I am going on record that I am requesting a refund of the annual fee should I be charged as I want to have the Blue card as was promised to me. I asked for an email confirming our discussion, I received the following email from XXXX XXXX XXXXHey XXXXXXXX XXXX here with Bilt Rewards Support. Thanks for reaching out!\n \nI'll have to escalate this to our specialist team for further review. Hang tight while we look into this for you. We will follow up with you again as soon as we have an update.\n \nLet us know if you have any other questions in the meantime!\nThank you,\XXXXXXXX XXXXBilt Rewards SupportXXXX Since our conversion was not documented in that email, I responded to that email documenting my entire timeline and history with regard to changing to the XXXX XXXX including the conversation I had with XXXX I had still not heard back and I called XXXX XXXX XXXX Bilt Transition team and spoke with XXXX XXXX XXXX, I provided the background and let her know I most recently spoke with XXXX XXXX XXXX. She told me I would need to speak with XXXX not Bilt as they handle this. I told her I had spoken with several agents from XXXX including 2 agents who told me they would transition me to the XXXX XXXX and gave her a summary of who I had spoken with and that XXXX has provided me with conflicting information about when they can process a change from the XXXX card to the XXXX XXXX one agent stated they could not before the transition was over and the other agent on XXXX stated now that the transition is over we cant process the change) and in both instances those agents stated that Bilt had told them this. This was after the 2 original agents who told me they processed the transition XXXX XXXX XXXX XXXX After reading through my case, she noted she will speak with manager, she also noted that Bilt doesn't support downgrading or upgrading the card but it will be allowed it in the coming months prior to the one year. \nI asked to speak to a manager and was transferred to XXXX a supervisor. She also stated Bilt don't take action on this and I need to speak with XXXX. I told her I had and would like this escalated all the way up since I have written and spoken to several parties and never have received responses or a XXXX XXXX She confirmed she would escalate this higher up and it would take a couple of days and confirmed the case XXXX XXXX and I should wait for a response from this escalation. We also spoke about the existing rewards which I wanted to make sure I would not lose, the fee (which had not yet been charged) and that I wanted to make sure that I noted I would like a refund from the fee once charged as I would like the XXXX XXXX and I asked for an email from her confirming the escalation:\nHey XXXXXXXX XXXX here with Bilt Rewards Support. Thanks for reaching out!\n \nI'll have to escalate this to our specialist team for further review. Hang tight while we look into this for you. We will follow up with you again as soon as we have an update.\n \nLet us know if you have any other questions in the meantime!\nThank youXXXX XXXXBilt Rewards Support\XXXX I received the below email\n Hi XXXX,\nBilt here. Just following up to let you know our team is still looking into this for you! we'll follow up again as soon as we have another update. Thanks again for your patience!XXXX I noted that my current statement generated and I see the $XXXX fee included and I have not heard back from Bilt or XXXX about my open requests and escalation.XXXX I am submitting my complaint to the CFPB."

Company response to consumer: Closed with explanation