Consumer complaint received 2025-09-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: Bilt Technologies, Inc.
State: NV

Complaint narrative:
I am writing as a customer with excellent credit to file a formal complaint regarding the Bilt Credit Card, issued in partnership with XXXX XXXX. While this product is marketed as a standard credit card with unique features such as rent payment processing, the reality is that Bilt and XXXX XXXX operate in a highly fragmented and confusing manner that is both deceptive and harmful to consumers. 

In XXXXXXXX XXXX, Bilt unilaterally changed its rent payment platform without properly notifying customers. As a result, rent payments did not process unless customers re-entered new payment datasomething many of us were unaware of until our payments failed. In my case, this failure led directly to late fees from my homeowners association. 
When I contacted Bilt, they admitted fault but refused to provide any compensation for the late fees, stating that XXXX XXXX was responsible for the money side of the product. However, when I contacted XXXX XXXX, I was told they had been receiving numerous complaints about Bilts errors, but that they could not correct these issues because they were not responsible for Bilts operational decisions. 

This creates a troubling dynamic where consumers are misled and left without recourse. Bilt and XXXX XXXX each point the blame at the other, leaving customers in the middle. To make matters worse, when I attempted to cancel my Bilt card, the cancellation processed on XXXX XXXX end but not on Bilts platform. I was then told I had to cancel separately with Bilt, an unusual and unreasonable requirement not seen with any other credit card product. 

The separation of responsibilities between Bilt and XXXX XXXX is not made clear to customers and is causing financial harm. Customers are misinformed, left exposed to late fees, and forced into unnecessary administrative burdens. Furthermore, XXXX XXXX reputation is being negatively impacted by an affiliation with a company that does not appear to have the operational capacity or consumer protections expected of a financial partner. 

I respectfully request that the CFPB investigate Bilts practices, including : -The lack of transparent communication regarding platform changes that directly affect consumers ability to make timely rent payments. 
-The refusal to compensate consumers for financial harm caused by Bilts admitted errors.

-The confusing and inconsistent operational separation between Bilt and XXXX XXXX XXXX which creates unnecessary barriers for consumers and results in finger-pointing instead of accountability. 
-The unusual and unreasonable requirement that customers must cancel their credit card accounts separately with both Bilt and XXXX XXXX XXXX 

In my view, Bilts actions and structure are inconsistent with consumer protection standards, and their relationship with XXXX XXXX should be reevaluated given the reputational harm and consumer confusion it is causing. 

I have included the Chat conversation of admittance from BILT as to the change in product that they didn't advise me of, causing me to not pay my XXXX and getting fined.

Company response to consumer: Closed with explanation