Consumer complaint received 2026-05-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: Bilt Technologies, Inc.
State: NJ

Complaint narrative:
I am filing this formal complaint regarding a {$5000.00} out-of-network mortgage payment that was debited from our account, refused by the payee, and never returned to us. Front-line support has repeatedly failed to resolve this issue by relying on inaccurate front-end application data rather than official banking ledgers. To ensure clarity, we stipulate the undeniable banking facts below, outline the systemic problem, and present reasonable resolutions to prevent further escalation. Part I : Stipulation of Facts The following sequence of events is supported by official, reconciled XXXX XXXX XXXX statements, ACH trace data, and written confirmation from the payee ( XXXX XXXX ). All supporting documents, including XXXX ledgers and transaction screenshots, are attached. XX/XX/2026 ( Initiation ) : A {$5000.00} mortgage payment was initiated via the Bilt platform, bound for our servicer, XXXX XXXX. XX/XX/2026 ( First Debit ) : Bilts partner bank , XXXX XXXX XXXX, initiated an ACH debit of {$5000.00} from our linked XXXX XXXX XXXX checking account. XX/XX/2026 ( First Return ) : This initial {$5000.00} debit was returned/reversed back into the XXXX XXXX XXXX account . XX/XX/2026 ( Second Debit- THE MISSING FUNDS ) : XXXX XXXX XXXX executed a second ACH debit, successfully pulling another {$5000.00} from our XXXX XXXX XXXX account. ACH Description : BILT CARD DES : HOUSING ID : XXXX : XXXX XXXX CO ID : XXXX XXXX. Status : Fully Reconciled/Cleared. The Payee Refusal : XXXX XXXX explicitly rejected the incoming payment from XXXX XXXX XXXX because our mortgage had already been satisfied via auto-draft. XXXX provided written confirmation stating they refused the funds and did not accept them. Failure to Refund : The second {$5000.00} debit pulled on XX/XX/XXXX has never been credited back to our XXXX XXXX XXXX account. Part II : The Problem Flowing directly from the facts above, the core problem is a severe disconnect between Bilts user interface and XXXX XXXX XXXX actual banking ledger. Because XXXX refused the payment, the funds legally belong to us and should have bounced back to XXXX XXXX for an immediate refund. However, Bilt support representatives claim they " can not find that payment. '' We were informed by another representative that because an authorized user initiated the payment, the Bilt system effectively canceled or rejected the transaction on the app 's front end. While Bilt 's app may have dropped the transaction, XXXX XXXX XXXX still successfully executed the ACH pull on XX/XX/XXXX. Bilt customer service is refusing to acknowledge the XX/XX/XXXX debit because they are only looking at the flawed Bilt app history. By failing to escalate this to the ACH/Payments Operations team to check the actual banking ledger, Bilt and XXXX XXXX are effectively holding {$5000.00} of our unallocated funds XXXX. The Financial Harm : Because Bilt is withholding our {$5000.00}, our primary XXXX XXXX XXXX checking account was driven deeply into the negative, triggering severe distress and forced overdraft protection transfers.

Company response to consumer: Closed with explanation