Consumer complaint received 2026-04-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Bilt Technologies, Inc.
State: CA

Complaint narrative:
Summary : Bilt 's payment confirmation screen showed false recipient information, displayed a fabricated avatar, and borrowed XXXXXXXX XXXX branding to imply a verification that never occurred. See the attached screenshots. This is highly misleading to the consumer, and makes payment verification impossible. What was I supposed to verify? The payment says it is going to XXXX XXXX and shows her initials XXXX with XXXX avatar and branding. Thus, Bilt processed a {$3600.00} payment to a third-party on my behalf without a semblance of proper verification, produced a sham version of a XXXX integration, refused a refund, told me to resolve it myself despite that Bilt is XXXX only party with standing to dispute the XXXX transaction ( if there even was a XXXX XXXX XXXX that remains unclear ). See attached photos of the payment in the Bilt app vs. XXXX app. The user interface of XXXX allows the user to verify the name or at the very least the XXXX of the payee matches the phone number. XXXX fabricates this information regardless of what number is input, making it impossible for a consumer to verify payment information properly. Full Detailed Complaint : I used the Bilt Rewards app to pay my monthly rent ( {$3600.00} ) approximately XXXX weeks ago. When setting up the payment, I entered my landlord 's name ( XXXX XXXX ) and inadvertently entered an incorrect phone number a routine input error. Bilt has formally refused to refund the misdirected payment ( case number XXXX ). Bilt processed this payment through its XXXX integration. The phone number I entered resolved to a XXXX account belonging to XXXX XXXX a complete stranger. However, Bilt never disclosed this to me. Instead, the app displayed a confirmation screen showing " Recipient : XXXX XXXX, '' a XXXX logo badge, and a profile avatar with the initials " XXXX '' my landlord 's initials, not the actual account holder 's. I confirmed the payment because every element on screen told me I was paying my landlord. I was not. Bilt 's confirmation screen is identical regardless of who is actually receiving the money. I have screenshots of the same " Confirm your recipient '' screen for both the incorrect phone number ( XXXX, which belongs to XXXX XXXX ) and the correct phone number ( XXXX, which belongs to XXXX XXXX ). Both screens display " Recipient : XXXX XXXX, '' the same " XXXX XXXX' avatar, and the same XXXX badge. The only difference is the phone number. The confirmation screen whose entire purpose is to let the user verify the recipient provides no actual verification. It simply echoes back the name I entered and generates a fabricated avatar based on my input, not the actual XXXX account data. By contrast, the actual XXXX app immediately shows the real account holder when you search a phone number : " XXXX XXXX XXXX XXXXXXXX XXXX for the wrong number, and " XXXX XXXXXXXX XXXX XXXXXXXX XXXX for the correct number. The error would have been caught instantly. Bilt had access to this same identity data through its XXXX integration and chose not to surface it. Bilt 's response to my complaint stated that I was " given a warning that the payment is non-refundable and to double-check that the phone number is correct. '' However, their own confirmation screen told me the recipient was XXXX XXXX. I did verify I checked the recipient name, the initials, and the XXXX branding, all of which indicated a verified payment to my landlord. Bilt is telling me I should have caught an error that their own interface made undetectable. See attached screenshots Misleading XXXX integration : - The Bilt app displays " Connected to XXXX XXXXXXXX '' and the XXXX logo, creating the impression that my personal XXXX account is being used for the transaction. It is not. The payment does not appear in my personal XXXX transaction history, confirming it was processed through Bilt 's. - The profile avatar showing XXXX XXXX XXXX appears to be fabricated by XXXX based on my input, not pulled from the actual XXXX account ( which would have shown " XXXX '' for XXXX XXXX ). Bilt generated a false visual identity for the recipient. - Because the payment was not made from my XXXX account, I have no standing to dispute it through XXXX, no access to XXXX 's consumer protections, and no transaction record to show XXXX XXXX if I were to contact them. Bilt 's refusal to act : Bilt claims it has no method to reverse the payment. However, Bilt is the sender on this XXXX transaction. Bilt has standing to contact XXXX, dispute the transaction, or request a reversal the same options available to any XXXX sender paying for goods and services, and likely more given their business relationship with XXXX. I can not do any of this because the payment does not appear in my account. Bilt has the ability to pursue recovery and is choosing not to, while directing me a person with no standing in this transaction to resolve it myself. Additional facts : - I have no relationship with XXXX XXXX and no ability to compel them to return {$3600.00}. - I was forced to pay my landlord a second time to avoid late fees and lease violations. I am currently out {$3600.00}. - Bilt 's support representative first advised me to contact the stranger directly. After I escalated, Bilt formally refused a refund, citing the confirmation screen that displayed false recipient information.

Company response to consumer: Closed with explanation