Consumer complaint received 2026-03-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: Bilt Technologies, Inc.
State: MN

Complaint narrative:
I am filing this complaint against Bilt XXXX XXXX ( Bilt Rewards/ Bilt XXXX XXXX ) for failing to credit a completed balance transfer, providing unacceptable customer service, and causing ongoing financial harm. SUMMARY OF ISSUE : On XX/XX/year>, I initiated a balance transfer of {$5800.00} from my Bilt XXXX XXXX to my XXXX XXXX. XXXX has confirmed that this transfer was posted on XX/XX/year>. The transaction appears on my XXXX account as " XXXX XXXX - XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX MN. '' As of XX/XX/year>, my Bilt XXXX XXXX balance has not been updated to reflect this transfer. THE CORE ISSUE THIS IS ENTIRELY BILT 'S SYSTEM FAILURE : As a credit card customer initiating a balance transfer, the only piece of information I can rely on is my credit card number. I do not have a bank account with Bilt. I entered my correct Bilt XXXX XXXX number when initiating the transfer, and the system should have routed the payment to the correct account regardless of whatever backend banking transitions were happening on Bilt 's end. Furthermore, when Bilt transitioned away from XXXX XXXX, I accepted their new card policy, under which Bilt represented that the XXXX XXXX account would be closed. I had every reason to believe the XXXX XXXX account no longer existed. As long as I entered the correct credit card number which I did I should be able to trust that the transfer reaches the correct balance. How Bilt routes that payment internally, whether through XXXX XXXX or any other banking partner, is entirely Bilt 's responsibility, not mine. The fact that XXXXXXXX XXXX records show the payee as " XXXX XXXX - XXXX '' is further proof that Bilt 's system was still operating under the old banking arrangement at the time of transfer. This is a backend issue that Bilt failed to manage during their transition, and the customer should not bear the consequences. CUSTOMER SERVICE FAILURE : When I contacted Bilt support, their AI concierge reviewed my account, confirmed the credit from XXXX was not appearing in my transactions, acknowledged this was abnormal, and offered to connect me with a specialist. However, the human agent I was transferred to was dismissive and refused to help. Despite my repeated explanations, the agent : - Insisted the account was associated with XXXX XXXX and told me to contact XXXX XXXX directly - XXXX " We are not XXXX XXXX '' and asked how they could help when they " have not been affiliated with XXXX XXXX for over a XXXX '' - Refused to take ownership of the problem despite acknowledging the transition " just happened '' This response is absurd. Bilt told me the XXXX XXXX account would be closed. Their system still routed payments through XXXX XXXX. And now their agent tells me to contact XXXX XXXX to resolve it. The customer is being passed around for a problem that is entirely of Bilt 's making. XXXX XXXX : XXXX. Double liability : I now owe {$5800.00} to XXXX for the balance transfer while Bilt continues to hold me liable for the same amount. I am being charged for the same debt twice. 2. Interest charges : I am accruing interest on my Bilt XXXX XXXX on a balance that should have been reduced by {$5800.00} as of XX/XX/year>. 3. Credit score damage : My credit utilization ratio is artificially inflated by approximately {$5800.00} because Bilt is reporting more outstanding balance than I actually owe. This negatively impacts my credit score and could affect my ability to obtain favorable rates on other financial products. 4. Balance transfer fee : I paid a {$290.00} fee ( 5 % ) to complete this transfer, which has been rendered ineffective due to Bilt 's failure to process the credit. 5. Time and effort : I have spent significant time attempting to resolve this through Bilt 's support channels, only to be dismissed and redirected. POTENTIAL REGULATORY CONCERNS : - Regulation Z ( Truth in Lending Act ) requires creditors to credit payments to accounts promptly. Bilt 's failure to credit the {$5800.00} transfer for over a week and counting may constitute a violation. - I am also sending a formal written billing dispute to Bilt 's billing department via certified mail, as is my right under the Fair Credit Billing Act. REQUESTED RESOLUTION : 1. Immediately credit my Bilt XXXX XXXX balance to reflect the completed {$5800.00} transfer, effective XX/XX/year>. 2. Refund all interest charges accrued on my Bilt XXXX XXXX from XX/XX/year> onward attributable to the uncredited {$5800.00}. 3. Reimburse the {$290.00} balance transfer fee that I incurred due to Bilt 's system failure during their banking transition. 4. Ensure that no inflated balance is reported to any credit bureau, and correct any inaccurate reporting that has already occurred. 5. Provide written confirmation once the balance correction and all refunds have been completed. DOCUMENTATION : I have the following evidence attached : - XXXX transaction detail showing the {$5800.00} transfer posted on XX/XX/year> to the card ending in XXXX - Complete chat transcript with Bilt 's AI concierge confirming the balance issue - Complete chat transcript with Bilt 's human agent showing refusal to assist I am also filing a parallel complaint with the Consumer Financial Protection Bureau ( CFPB ) and sending a formal billing dispute letter to Bilt via XXXX mail.

Company response to consumer: Closed with explanation