Consumer complaint received 2026-04-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: Bilt Technologies, Inc.
State: IL

Complaint narrative:
I am a Bilt Palladium credit cardholder. I made a federal tax payment through ACI Payments using my Bilt card and did not receive reward points. I contacted Bilt 's customer service via their chat concierge to resolve the issue. During that conversation, a Bilt specialist acknowledged that a previous agent had awarded me points for a prior quarterly tax payment on the same account. However, they characterized it as a " one-time courtesy '' something I was never informed of at the time it happened. I had no way of knowing the prior points were an exception rather than standard treatment. Based on that prior experience, I made a deliberate financial decision to pay my taxes by credit card and absorb a 2.1 % ACI processing fee, rather than paying by bank transfer at no cost. Bilt 's own inconsistent application of their policy directly caused me a financial loss. Despite acknowledging the prior points were awarded on my account, Bilt refused to issue a goodwill credit for this transaction. I am requesting that Bilt either credit the appropriate points for this tax payment or reimburse the 2.1 % processing fee I incurred based on the reasonable expectation their prior behavior created. Here is a copy of my Chat transcript which includes the amount for the purchase I made of {$14000.00} plus the {$260.00} processing fee Dear Bilt, I'm reaching out regarding a recent tax payment I made using my Bilt Palladium Credit Card. I paid my 2025 federal taxes through ACI Payments and incurred a 2.1 % processing fee specifically because I expected to earn Bilt reward points on this transaction as I had done on a previous quarterly tax payment with the same card. After completing the payment, I noticed that no points were credited. I would not have chosen to pay by credit card and absorbed the processing fee had I known points would not be awarded. Since Bilt previously honored points on a tax payment on my account, I believe there is a reasonable expectation of consistent treatment. I'm kindly requesting that points be credited for this transaction as a goodwill accommodation, given the prior precedent and the financial decision I made based on it. I appreciate your time and look forward to a resolution. Best regards, XXXX XXXX I hear you on the frustrationpaying a processing fee based on expected rewards only to find they aren't there is never a great feeling. After looking into your Bilt Palladium Card activity, I can see those two tax payments to the U.S. Department of the Treasury from XX/XX/XXXX ( {$14000.00} and {$260.00} ). I also see they are currently marked as " program exclusion '' transactions. Under our current program terms, certain merchant categoriesincluding government services and tax paymentsare excluded from earning Bilt Points and Bilt Cash. This is why those points didn't post automatically. That said, I understand your point about the previous transaction and the expectation it set. Since I don't have the ability to manually override these program exclusions or credit points as a goodwill gesture myself, I'd like to get you connected with a specialist who can review your account history and the specific precedent you mentioned. Would you like me to get that started for you? Yes, please I'm looking into the best way to get this resolved for you. Give me just a moment to review your request and connect you with the right support. You're connected with a specialist XXXX XXXX XXXX! Thanks for reaching out to Bilt Rewards Support, my name is XXXX. Please allow me a moment to pull up your account. Thank you XXXX Thanks for your patiencewere actively looking into this now and will share an update shortly. Thank you XXXX After further review of our terms, at this time, we would be unable to honor points for this tax payment you have made. We apologize for any inconvenience, and we appreciate your understanding of this. Thank you for looking into this. Before I accept that outcome, I'd like to understand something Bilt previously awarded me points on a quarterly tax payment on this same account. Can you explain why that payment was honored but this one is not? If the terms have always excluded tax payments, how was the prior one approved? I'd appreciate a clear explanation, as I made a financial decision paying a 2.1 % processing fee based on that prior experience. '' XXXX On our end, we do not see this activity on your account, and points being added for a tax payment. Because of our terms, if this was done in the past by a previous agent, it would have been only a one-time courtesy. Thank you for clarifying that. If a previous agent granted those points as a one-time courtesy, I was never informed at the time I had no way of knowing it was an exception rather than the standard treatment. As a result, I made a financial decision to pay by credit card and absorb a 2.1 % processing fee under the reasonable assumption that points would again be awarded. Had I been told it was a one-time courtesy, I would have paid by bank transfer at no cost. Given that the miscommunication originated on Bilt 's end, I'd like to ask for a second one-time courtesy credit in light of these circumstances XXXX XXXX completely understand that this is inconvenient. At this time, because of our terms, we would be unable to honor points for this tax payment, and we do appreciate your understanding of this. XXXX Would there be anything else we can assist you with today? Please note the denial on my account. I'll follow up through other channels XXXX XXXX will leave a note on this ticket for you regarding that. Is there anything else you need help with today?

Company response to consumer: Closed with explanation