Consumer complaint received 2026-03-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: Bilt Technologies, Inc.
State: VA

Complaint narrative:
I am writing to file a formal complaint against Bilt Rewards / Bilt Technologies , Inc. ( hereinafter " Bilt '' ) regarding unauthorized financial actions taken against my account, deeply misleading transfer conditions and disclosures, and the significant financial hardship and emotional stress that have resulted from Bilt 's conduct. I have also separately reached out to XXXX XXXX regarding related issues stemming from this same matter, and their response has been inadequate and dismissive, which I have addressed in a concurrent CFPB complaint. I was a customer of Bilt Rewards and utilized the Bilt XXXX XXXX XXXX, issued by XXXX XXXX, for rent payments and everyday purchases. At some point, Bilt initiated a transfer and onboarding process, during which I was led to believe the following : 1. My existing rent payment process would remain exactly the same and require no changes on my part. 2. I would not need to do anything differently than before to continue using my account normally. 3. There would be no unexpected or unauthorized financial impact to my personal bank accounts as a result of the transfer. None of these representations proved to be accurate. The transfer conditions were confusing, poorly disclosed, and structured in a manner that did not provide me with a clear or truthful picture of what was actually happening to my account and my finances. This constitutes a deceptive and misleading practice that left me unprepared for the financial consequences that followed. As a result of Bilt 's actions during this process, money was withdrawn from my personal checking account without my explicit authorization. At no point during the transfer process was it clearly disclosed that funds would be pulled directly from my checking account. I never provided informed, affirmative consent for this deduction. I NEVER set up autopay with Bilt or XXXX XXXX. Before these issues, I would pay rent with the Bilt credit card and then pay Bilt back through the XXXX XXXX app before the payment due date. Because my Bilt XXXX XXXX XXXX was issued by XXXX XXXX, I also filed a formal complaint with XXXX XXXX regarding the related account conversion and its impact on my finances. XXXX XXXX responded on XX/XX/year>, but their response failed to address the core issue of misleading disclosures. They cited a broad contractual clause permitting account changes without providing any proof that proper written notice was given to me before the conversion. They denied my request for compensation based on " no bank error '' and directed me back to Bilt for resolution of the rent payment and rewards-related issues. XXXX XXXX 's own response letter explicitly states : " To inquire about how the conversion will impact your Bilt rewards or if you would like to inquire about the Bilt XXXX card, please contact the Bilt XXXX XXXX. '' This confirms that Bilt bears direct responsibility for the communications and disclosures that misled me throughout this process, and that XXXX XXXX has itself pointed to Bilt as the party responsible for addressing these issues. Bilt 's misleading conduct has caused me real, concrete harm. As a direct result of the unauthorized and unexpected financial actions taken during this process, I have unexpectedly depleted my personal savings. This was not a planned or anticipated expense it was a financial shock I was entirely unprepared for because I was told, or led to believe, that nothing about my financial process would change. This situation has caused me significant stress and undue hardship. The sudden loss of savings has directly impacted my day-to-day financial stability and left me in a vulnerable financial position. The stress of dealing with misleading communications, unauthorized charges, an inadequate response from XXXX XXXX, and the burden of having to file multiple complaints with the CFPB has been substantial and deeply disruptive to my life. Had Bilt been transparent and honest about what this transfer process entailed, I would have been able to make informed decisions to protect my finances. Instead, I was misled, and I am now bearing the financial and emotional cost of that deception. Before filing this complaint, I attempted to resolve this matter directly with Bilt 's customer service via phone and text chat conversations. I also contacted XXXX XXXX, whose response redirected me back to Bilt without resolving the underlying issues. Having exhausted direct resolution options with both companies without satisfactory results, I am now escalating this matter to the Bureau. I believe Bilt 's conduct may constitute violations of one or more of the following : Electronic Fund Transfer Act ( EFTA ) / Regulation E : Requires that preauthorized electronic fund transfers from a consumer 's account be authorized only by a writing signed or similarly authenticated by the consumer. Dodd-Frank Wall Street Reform and Consumer Protection Act ( UDAAP ) : Prohibits unfair, deceptive, or abusive acts or practices in connection with consumer financial products or services. Truth in Lending Act ( TILA )/ Regulation Z : Requires clear and conspicuous disclosure of material terms in consumer financial transactions.

Company response to consumer: Closed with explanation