Consumer complaint received 2026-02-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: Bilt Technologies, Inc.
State: CA

Complaint narrative:
Attached is my formal written complaint outlining a serious accounttakeover incident, denial of access to my own account, failures in identity verification, unexplained reversals, and improper handling of contractual benefits. 

I am requesting immediate resolution. If I do not receive a meaningful response and full restoration of access by the next 24 hours, I will submit this complaint to the Consumer Financial Protection Bureau ( CFPB ) and any other applicable regulatory bodies without further notice. 

Please treat this matter as urgent, as my account remains inaccessible and I can not determine the extent of unauthorized activity or financial harm. 



Formal, LegalStyle Version ( CFPB Complaint/ Legal Correspondence ) Re : Urgent Complaint Regarding Account Takeover, Failure to Secure Account, Improper Verification Practices, Unauthorized Reversals, and Denial of Contractual Benefits ( Bilt / Cardless ) I am filing a formal complaint regarding Bilts and Cardlesss failure to secure my account during an active accounttakeover incident, the refusal to perform reasonable identity verification, and the resulting financial and contractual harm. The handling of this matter represents a severe breakdown in security, compliance, servicing, and consumerprotection obligations. 

I. Summary of the Incident On the dates in question, I began using the Bilt Palladium card on XX/XX/year>. On XX/XX/year>, I became aware of a data leak and hacking affecting multiple accounts. My Bilt/Cardless account was compromised as part of a broader hacking incident affecting multiple financial platforms.

While I was engaged in a live call with Bilt support, the attacker changed the phone number associated with my Bilt/Cardless account in real time. I witnessed the unauthorized change occurring directly within my account interface. I immediately notified the Bilt representative, who asserted that the matter was being escalated. No action was taken to prevent further unauthorized changes or to secure my account. Shortly thereafter, I was logged out and unable to regain access.

At this time, I can not determine the full extent of any financial loss or unauthorized transactions because I can not access my account. Bilt/Cardlesss failure to restore secure access has prevented me from verifying which transactions posted, which were reversed, and whether any transactions were unauthorized.

This failure to intervene during an active takeover directly enabled additional unauthorized activity, prevented me from securing my account credentials, and caused significant and ongoing harm.

II. Improper Identity Verification Procedures Following the lockout, I attempted to regain access. When speaking with a representative named XXXX the next morning ( approximately XXXX a.m. to XXXX a.m. ), I was informed that support could not verify my identity because I no longer had access to the phone number the hacker changed. 

This rationale is legally and procedurally indefensible. I offered to verify my identity via : Social Security number Date of birth Security questions Any other standard verification method Despite this, the representative refused all alternatives. She insisted that I call a different number ( XXXX ), effectively denying me any pathway to secure my account. 

At XXXX a.m., I called that number and was successfully verified, demonstrating that the initial refusal was arbitrary and inconsistent with industrystandard verification practices. However, that department could not help me and directed me back to XXXX. 

At XXXX a.m., I called XXXX, where XXXX was excellent. She reviewed my account and reported a different spend amount than XXXX had provided. XXXX also stated that her department could not help with what I needed to do and referred me back to XXXX. 

At XXXX a.m., I called back and spoke with XXXX, who was also excellent but could not help me and told me to write an email to support or go on chat. 

I do not have actual times for Saturday because I was not aware of, or tracking, these events at that time. When I discovered what had happened, I spent XXXX consecutive hours calling banks and other accounts and logging in to change credentials. For some accounts ( e.g., AA ), I required the institutions assistance to change the email address. Bilt/Cardless did not provide comparable support or a functional path to regain access.

III. Inconsistent Account Information and Unexplained Reversals Once verified, representatives provided spending and transaction figures that did not correspond to the actual activity on my account. Several valid transactions were reversed without my authorization or any explanation, including : DMV payments Staples purchases Additional transactions that appeared and disappeared from my historical totals Because I remain locked out of the account, I have no ability to determine : Which transactions posted Which were reversed Which bills remain unpaid, including bills due within XXXX hours The inability to access or validate my own account activity presents significant financial harm, including late fees, service interruptions, and potential credit consequences. 

IV. Failure to Provide Contractual Status, Credits, and Rewards I was informed by multiple representativesmost notably XXXX on Saturday ( he was amazing ), that I had surpassed the spend threshold required to reach the higher status tier. Despite this, my account continued to display a lower status, and I was unable to access benefits associated with the tier I had already earned. 

The Palladium card comes with XXXX status, yet my account was not showing XXXX ; it was showing XXXX status. 

Specifically, I was unable to access the {$200.00} semiannual hotel credit. 

Because I was not showing XXXX level, I was not permitted to proceed. I called XXXX, and XXXX confirmed I was actually Platinum ; however, I still could not access the semiannual credit. 

Furthermore, I enrolled for the Palladium card through ThePointsGuy.com ( XXXX ) under a promotional offer allowing XXXX on the first {$10000.00} in spend within XXXX days. I completed this spending requirement on the first day. 

I strategically delayed activating the XXXX Cash Accelerator ( which adds an additional XXXX up to {$5000.00} increments ) until after confirming my qualifying spend, because I was told the Accelerator and the XXXX bonus would not stack. 

After confirmation, I activated the Accelerator using {$200.00} in XXXX XXXX in reliance on XXXX representations. Now Bilt/Cardless claims I spent thousands less than I did, threatening my eligibility for both the XXXX bonus and the proper application of the Accelerator. 

V. Repeated Failure to Escalate, Respond, or Provide Remedy Multiple representatives stated that my case was escalated but could not provide : A timeline A reference number A point of contact Any interim solution to regain access On a prior matter, I was explicitly told to expect a call back within XXXX hours ; no such call occurred. 

I have attempted resolution via every available channel : Multiple phone numbers Email Support chat ( including XXXX instance waiting over XXXX hours ) No meaningful action has been taken. 

VI. Requested Relief I request that Cardless ( as issuer/servicer ) and Bilt ( as the program/platform administrator and frontline support channel ) be directed to take the following actions immediately : 1. Restore secure access to my account, reversing unauthorized changes to my phone number and/or email. 

XXXX. Provide a complete, itemized transaction history for the relevant period, including postings, reversals, declines, and authorizations. 

XXXX. Reconcile and correct the spending totals, including all reversed or misreported transactions. 

XXXX. Honor the promotional terms associated with the TPG offer and correct any negative impact caused by these servicing failures.

5. Reinstate and make available the {$200.00} semiannual hotel credit or provide equivalent compensation. 

XXXX. Provide written documentation explaining the handling failures and the steps that will be taken to prevent recurrence. 

XXXX. Assign a dedicated escalation representative with authority to resolve the matter promptly. 

I request to be contacted at my registered phone number, XXXX, which was changed without my authorization. This number should be reinstated to my account. 

XXXX. Conclusion This situation reflects a severe breakdown in Bilt/Cardless accountsecurity protocols, identityverification procedures, and consumerservicing obligations. Other institutions affected by the same hacking event resolved my issues, some within minutes. Bilt/Cardlesss failure to act during an active account takeover not only enabled further unauthorized activity but has caused extensive financial and administrative harm. 

I request immediate regulatory assistance to secure my account, correct financial inconsistencies, and enforce the contractual benefits owed to me. 

XXXX XXXX Since composing the formal complaint, I have made several additional attempts to speak with Bilt/Cardless . When I woke up this morning, I discovered multiple emails indicating that new virtual cards had been issued on my accountwithout my authorization. This significantly increased my concern about the ongoing security of the account. 

I immediately called again and spoke with XXXX for over XXXX hours. He was empathetic and genuinely tried to help. He also confirmed that he spoke to his boss and it the issue had finally been sent to the XXXX Department. ( first time I had ever heard of that and asked why it wasn't done 2 days ago? I explained that I had been unable to freeze my account on Sunday and that previous representatives told me there was nothing they could do. XXXX acknowledged the issue, froze the account himself, and I received an email confirming that action. 

He was the first representative who clearly understood that I had run out of options and actually reviewed the notes on the account. That call occurred around XXXX a.m. PST 2hour after I started talking to him, approximately seven hours ago. At this point, I have been told my case would be escalated more than twelve times since Sunday, by both email and text, yet no meaningful action has been taken. 

Most recently, at XXXX a.m. XXXX, I received yet another message stating : I'll have to escalate this to our XXXX team for further review. Hang tight while we look into this for you. We will follow up with you again as soon as we have an update. 
Despite these repeated escalations, nothing has been resolved, and my account remains inaccessible and vulnerable. 

I have no way of knowing what damage, if any, has occurred, or what costs I may have incurred from missed or reversed payments because I have had no access to my account for the past two days. I was told that some of the Bilt/Cardless reps when I called, some of my charges had been reversed, including transactions where I made multiple payments at the same location on the same day. For example, DMV registration payments for different vehicles were reportedly reversed without my authorization after I had confirmed that it was approved.

Company response to consumer: Closed with explanation