Consumer complaint received 2026-05-20 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: CA

Complaint narrative:
Company : Bilt Technologies , Inc. ( Bilt Rewards ) Reference prior complaint : CFPB Complaint ID XXXX ( closed " with explanation, '' company response dated XX/XX/2026 ) Product : Credit card rewards/ rewards travel portal Complaint type : Reopening/ continued harm unresolved financial loss and bad-faith complaint handling -- - 1. Why I am filing again I am filing this new complaint because my prior complaint ( ID XXXX ) was closed " with explanation '' on the basis of a response from Bilt that was materially incomplete and that substituted a technicality for an actual resolution. Bilt 's response argued, in effect, that because its travel portal never produced a confirmed booking, " no travel services were purchased '' and therefore Bilt " does not have a basis to provide reimbursement, '' citing Terms that limit liability for consequential damages. That reasoning inverts the actual problem. The harm to me was not caused by a completed transaction. * * The harm was caused by Bilt 's product failing silently and repeatedly while Bilt provided no functioning channel to fix it. * * A rewards travel portal that accepts a booking attempt, returns no confirmation, no Trip ID, and no error message, and then offers no accessible support to resolve it, is itself the defect. Bilt 's response treats the absence of a completed booking as its defense, when that absence is precisely the failure I am complaining about. 2. What actually happened ( summary ; fully documented in prior complaint ) Between XX/XX/XXXX and XX/XX/2026, I attempted four times to book a flight for my postpartum wife and our infant son through the Bilt Rewards travel portal so they could travel with her parents on an already-purchased XXXX XXXX XXXX ( XXXX, departing XX/XX/2026 ). Each attempt including one using approximately XXXX of my Bilt points silently failed : no confirmation, no Trip ID, no error, no notification. Bilt offers no phone support. The only channel was text/chat with human responses exceeding 2448 hours. I sent a written email setting a clear XXXX XXXX PST deadline, warning that I would otherwise be forced to book elsewhere at rising fares. Bilt did not respond by the deadline. After ten days of failures and price escalation, I was forced to purchase replacement tickets directly through XXXX XXXX so my wife and infant would still have her parents ' support in transit. My out-of-pocket loss, directly caused by Bilt 's platform failures and inaccessible support, was approximately * * {$2500.00} * * ( replacement XXXX XXXX tickets of {$1600.00} plus the now-stranded, non-refundable XXXX XXXX tickets of {$800.00} that the failed booking made unusable as planned ). 3. Why Bilt 's closing response should not have ended this matter Bilt 's XX/XX/2026 response is notable as much for what it omits as for what it argues : - It omits that Bilt 's own VP of Operations and Support personally committed in writing to a resolution and then went silent for over two months.On XX/XX/2026, " XXXX, '' identifying himself as VP of Operations and Support, wrote to me directly acknowledging the failure ( " that's on us '' ) and stating Bilt holds itself " to a high standard. '' I replied the same day with a documented, specific request for resolution. Bilt never responded. A VP-level written commitment to make something right, followed by total silence, is not a good-faith resolution effort and Bilt 's CFPB response conceals that this outreach ever occurred. - It mischaracterizes the points " courtesy '' as a resolution attempt. On XX/XX/2026, Bilt unilaterally added XXXX points to my account as a " one-time courtesy '' for a documented ~ {$2500.00} cash loss without asking me. When I declined and restated my actual request, Bilt said there was " nothing else we can do, '' and when I asked them to reverse the unrequested points, they removed them within the hour. This sequence an unrequested gesture, immediately withdrawn the moment it was declined was then used as the paper trail to characterize the matter as handled and close it. That is the appearance of resolution without the substance of one. - It hides behind a " no completed transaction '' technicality and a consequential-damages clause. Bilt can not design a product that fails silently, strip out every effective support channel, ignore a clearly stated deadline, and then disclaim all responsibility on the ground that its own failure means " no service was purchased. '' The injury here was substantial, was not reasonably avoidable by me ( I tried four times and escalated through every channel Bilt offered ), and was not outweighed by any benefit. That is the textbook shape of an unfair practice. 4. The pattern this represents ( UDAAP concern ) I ask the CFPB to consider this not only as my individual loss but as a potential unfair and abusive practice affecting other consumers : a financial-product rewards portal that ( a ) fails to complete transactions without surfacing any error, ( b ) provides no telephone support and multi-day chat-only response times for time-sensitive matters, ( c ) ignores explicit consumer deadlines, and ( d ) resolves disputes by offering unsolicited token " courtesies '' and closing on a liability technicality. If Bilt 's portal silently failed four times for me across ten days, it is reasonable to ask how many other members it has affected. 5. Note on escalation I have already begun documenting and publicly sharing this experience, and I intend to continue doing so on a recurring basis until the matter is formally resolved. I am also prepared to escalate further within Bilt 's executive leadership. I would prefer a direct, good-faith resolution and remain open to a conversation. Supporting documentation ( available / previously filed ) : booking-attempt timeline ; chat snip confirming no phone support ; email confirming Bilt 's non-response after escalation ; email showing the explicit deadline given to Bilt ; XX/XX/XXXX VP outreach and my same-day reply ; XX/XX/XXXX points add/decline/removal thread ; fare/cost documentation ; and Bilt 's own XX/XX/2026 CFPB response.

Company response to consumer: Closed with explanation