Consumer complaint received 2026-03-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: Bilt Technologies, Inc.
State: WA

Complaint narrative:
I am filing a formal complaint against Bilt Technologies , Inc. ( Bilt Rewards ) for deceptive promotional practices, false advertising, and executive negligence regarding a financial liability tied to the Bilt Mastercard XXXX. I have been trying for weeks to obtain customer service to be ignored or occasionally placated with a few sentences of outdated information. 1. Executive Negligence & Financial Liability : During the transition of my Bilt XXXX from XXXX XXXX XXXX XXXX XXXX, a {$500.00} ledger discrepancy occurred. Bilt Vice President XXXX XXXX explicitly instructed me in writing to " dispose '' of a physical {$500.00} bank-issued refund check from XXXX XXXX , claiming Bilt would reconcile it on the backend. Discarding a legal bank document leaves a {$500.00} discrepancy on a regulated ledger and exposes me to automated clawbacks. I proposed a standard accounting solution to XXXX XXXX : I cash the XXXX XXXX check to XXXX out their ledger, and Bilt charges my new card {$500.00} to offset their digital credit. Following this proposal, XXXX XXXX completely ceased communication, willfully ignoring weeks of follow up calls and emails and leaving my account in financial limbo. 2. Deceptive Rewards Practices & Promotional Fulfillment : Bilt owns and operates a rewards program that actively fails to deliver promised value, functioning as a bait and switch. On three separate occasions, Bilt deposited high value " Close Friends '' rewards ( including an XXXX XXXX XXXX XXXX and a XXXX XXXX ) into my account as " collection credits '' that had absolutely no clickable interface, causing them to expire worthless. Bilt support claimed the XXXX XXXX XXXX XXXX XXXX was " sold out '' to justify not fulfilling my earned reward, only to push a restock notification to the app for that exact item days later, proving the inventory claim was false. Furthermore, I successfully completed a XXXX point social media promotion for the " Close Friends '' tier by executing unboxing videos across four platforms ( XXXX XXXX XXXX and XXXX ) under the unified handle XXXX XXXX. Bilt eventually credited the points but paired the payout with a hostile, accusatory email falsely claiming my posts violated promotional terms. When challenged, Bilt support refused to provide a single example of what was missed, effectively creating a false negative paper trail on my account to cover their own fulfillment delays. 3. Systemic Breakdown of Customer Support : Bilt 's dispute resolution infrastructure actively blocks customers from receiving help for financial discrepancies. The in-app chat bot ( " XXXX '' ) explicitly directs customers to completely dead, disconnected phone numbers. The dedicated transition phone line directs users to call for answers not found in the FAQ, yet agents are restricted to reading that exact same FAQ script. The ticketing system automatically closes active tickets claiming " we haven't heard from you '' immediately after I upload requested proof ( such as my XX/XX/XXXX XXXX XXXX ticket ). Agents carelessly conflate separate ledger errors, combining a XXXX point Close Friends error with a completely separate XXXX point XXXX XXXX error into a single " inconvenience '' credit, and then refuse to clarify.

Company response to consumer: Closed with explanation