Consumer complaint received 2026-03-03 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: CA

Complaint narrative:
I am filing this complaint against Bilt Rewards for a series of repeated, unresolved flight booking failures through their rewards travel portal between XX/XX/XXXX and XX/XX/year>. These failures caused direct and measurable financial harm to my family, including my wife who is in a XXXX state and was traveling with our XXXX son. Background and Context : My in-laws, XXXX XXXX and XXXX XXXX, XXXX already purchased non-refundable XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/year>XXXX ) prior to my Bilt booking attempts. Given that my wife XXXX would be traveling with our XXXX XXXX XXXXXXXX and needed family assistance on the journey, my primary goal was to book my wife and son on the same XXXX XXXX XXXX so they could travel together with her parents. Because XXXX XXXX XXXX were on the higher end, I specifically chose to use my Bilt Rewards points to offset the cost which is precisely the purpose of the rewards program. Four Failed Booking Attempts : XX/XX/year>XXXX I attempted to book a flight for my wife XXXX and XXXX son XXXX through the Bilt Rewards travel portal. The fare at the time was {$1100.00} for both passengers. After completing the booking process, I received no email confirmation, no booking reference, and no Trip ID was generated in the Bilt portal. The transaction appeared to be silently reversed with zero communication from Bilt. XX/XX/year>XXXX I attempted the booking a second time. The exact same failure occurred no confirmation email, no Trip ID, no booking details, and no explanation from Bilt. XX/XX/year>XXXX A third booking attempt was made. Again, the same outcome no confirmation, no Trip ID, no communication. Bilt 's support team, reachable only via text chat with response times exceeding XXXX hours per reply, continued to ask me to wait for confirmation that never arrived. XX/XX/year>XXXX A fourth and final attempt was made through the Bilt portal. Once again, no trip confirmation, no email, no booking details were generated. This represented ten days of failed attempts, price escalation, and inadequate support. Bilt 's Failure to Respond to a Formal Deadline : After some preliminary chats on Bilts social media handle an email was received from bilt saying how may they assist, during this period, I sent Bilt a written email clearly stating that if I did not receive a response or resolution by XXXXXXXX XXXX XXXXXXXX, I would have no choice but to book tickets through alternative means due to surging costs. Bilt did not respond within that deadline, nor did they acknowledge the urgency of the situation. I have this email and can provide it as documentation. Customer Support Failures : Throughout this ten-day ordeal, I discovered that Bilt Rewards offers absolutely no phone support. The only available channel was text/chat support with AI, with a human response times consistently exceeding 24 to 48 hours entirely unacceptable for a time-sensitive travel booking situation. I also engaged with Bilt 's social media support team over the course of more than a week. Despite all of this, the only resolution offered was to ask me to attempt the booking again myself which I had already done four times without success. Bilt demonstrated a complete lack of ownership, urgency, or accountability. Financial Harm : Due to Bilt 's repeated failures and the ten-day delay caused entirely by their non-functional booking system and unresponsive support : XXXX XXXX XXXX XXXX for my wife and son had escalated well beyond the original {$1100.00} quoted on XX/XX/XXXX, making it no longer viable to book them on the same flight as her parents. I was forced to purchase four new tickets on XXXX XXXX ( for my wife, our XXXX son, and my in-laws ) at a cost of {$1600.00}, so that my wife would still have family support during travel. My in-laws ' original XXXX XXXX XXXX XXXX purchased before my Bilt attempts began, are non-refundable, representing an additional stranded cost of {$800.00} that can not be recovered. Total financial loss directly caused by Bilt 's failures : {$2400.00}. Additionally, my wife is in a postpartum state, and the stress and uncertainty caused by this situation over ten days had a real emotional and mental health impact on our family. The original purpose of booking this trip was to ensure she had her parents ' support while traveling with an XXXX a need that Bilt 's failures complicated significantly. Summary of Bilt 's Failures : Travel booking portal failed silently four times over ten days with no error messages or notifications No phone support available for time-sensitive consumer issues Text support response times of XXXX hours per reply Failed to respond to a written email deadline sent by the consumer No corrective action taken over ten days of engagement Consumer placed the burden entirely on themselves to resolve a platform-side technical failure

Company response to consumer: Closed with explanation