Consumer complaint received 2026-03-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: Bilt Technologies, Inc.
State: NY

Complaint narrative:
I am filing this complaint against Bilt Rewards regarding an undisclosed material change to their billing practices that resulted in an erroneous {$50.00} penalty charge on my account. Background : I am a Bilt XXXX cardholder and have used the card to pay rent for an extended period. Under the prior billing structure, my rent charge was posted on the XXXX of the month and my statement payment was due on the XXXX. I managed my finances in accordance with this established billing cycle, maintaining funds across two connected savings accounts. The Incident : In or around early XXXX XXXX, Bilt implemented a significant change to its payment processing as part of what it calls the " Bilt 2.0 '' transition. Under this new system, Bilt began initiating immediate ACH debits against cardholders ' connected accounts at the time of the rent charge, rather than following the previously established billing cycle. This change was material and directly affected how and when funds needed to be available. Bilt did not provide me with adequate prior notice of this change. Because I was not informed, I had not restructured my account funding to accommodate an immediate debit on the XXXX. My primary connected account did not have sufficient funds at the exact moment Bilt attempted the charge on the XXXX not because I lacked the funds overall, but because I was operating under the prior billing structure I had relied on for months. Bilt 's payment attempt failed and they immediately assessed a {$50.00} penalty fee against my account. Key mitigating facts Bilt has disregarded : I had sufficient funds available in a second savings account at the time of the attempted charge. My rent was successfully paid on [ XX/XX/year> ], which is within my lease contract 's acceptable payment window. The payment failure was a direct result of Bilt 's undisclosed billing change, not a result of any negligence, overdraft behavior, or insufficient funds on my part. I had no reasonable opportunity to anticipate or prepare for this change because Bilt failed to communicate it. Bilt 's Response : I contacted Bilt customer support to dispute the {$50.00} penalty. I was placed on hold for more than two hours with no estimated wait time and no resolution. The support team ultimately refused to refund the penalty. Bilt has not acknowledged any responsibility for failing to communicate the billing change. Why This Is an Unfair and Deceptive Practice : Bilt imposed a financial penalty on me as a direct consequence of a material, undisclosed change to their billing practices. Consumers can not be held financially liable for failing to anticipate changes they were never informed of. This conduct constitutes an unfair, deceptive, or abusive act or practice ( UDAAP ) under 12 U.S.C. 5531. It is unfair because it caused me substantial harm I could not reasonably avoid, and it is deceptive because my reasonable expectation based on Bilt 's own prior billing behavior was that the existing cycle would remain in effect until I was notified otherwise. I will upload image proofs of support being unresponsive, telling me about the change in billing that was not communicated, my bank account connections and previous payments done on the XXXX of the month with no penalty to show that's within my rent contract so no late fees are charged.

Company response to consumer: Closed with explanation