Consumer complaint received 2026-04-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Bilt Technologies, Inc.
State: WI

Complaint narrative:
I am filing a complaint regarding a {$460.00} charge for a XXXX XXXX membership that should have been covered as a complimentary benefit through my Bilt XXXX XXXX XXXX. I currently have active cases open with both parties : Bilt Rewards case # : XXXX XXXX XXXX case # : XXXX Despite these ongoing cases, neither party has taken ownership of resolving the issue. According to Bilts official benefits guide, eligible cardholders receive complimentary XXXX XXXX membership. Notably, the guide explicitly states on the first page : This Guide supersedes any guide or program description you may have received earlier. This establishes the guide as the controlling source of truth for the benefit. Following the rollout of this benefit, I received communication prompting me to activate my XXXX XXXX membership. I followed the instructions provided and signed up directly through XXXX XXXX, paying the {$460.00} membership fee with the reasonable expectation that this benefit would be honored and the charge would be waived or reimbursed. However, the charge was never reimbursed. I have since : Contacted XXXX XXXX, who declined a refund due to duplicate memberships and policy limitations Contacted Bilt Rewards multiple times via chat, phone, and email Been repeatedly redirected between support channels without resolution Bilts customer support ecosystem has been ineffective and unacceptable. I have not been able to speak with a representative who is willing or able to clearly address this issue or take ownership of resolving it. Instead, I have been continuously redirected, despite providing full context and documentation each time. Additionally, I have documented written communication between Bilt and XXXX XXXX regarding this issue. These communications further demonstrate that both parties are aware of the situation, yet neither is taking responsibility for resolving the financial impact to me. Bilt has stated they are unable to reimburse me because the purchase was made directly through XXXX XXXX. This response is not acceptable because : The benefit is marketed and provided by Bilt Rewards, not XXXX XXXX independently Bilts official benefits guide does not clearly warn users about the risk of being charged or outline a fail-safe activation process I followed the onboarding instructions provided during the rollout and incurred a charge while attempting to activate a complimentary benefit This reflects a failure in how the benefit was designed, communicated, and supportedresulting in direct financial harm. I am requesting : Full reimbursement of the {$460.00} XXXX XXXX charge Accountability from Bilt Rewards for unclear and misleading benefit activation instructions A formal review of their customer support processes, which have failed to provide any meaningful resolution despite multiple attempts I have made every reasonable effort to resolve this directly. I am now seeking CFPB assistance to ensure this issue is properly addressed and that I am reimbursed for a charge incurred due to misleading or insufficient guidance tied to a marketed credit card benefit.

Company response to consumer: Closed with explanation