Consumer complaint received 2026-03-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: Bilt Technologies, Inc.
State: NC

Complaint narrative:
Complaint Against Bilt Rewards Returned Rent Payments and Resulting Fees I am filing this complaint regarding Bilt Rewards due to repeated failed rent payments and the financial harm it has caused. When Bilt transitioned away from the XXXX XXXX Bilt card to their new card system, I proactively contacted Bilt customer support to ask whether I needed to update any payment information for my rent payments. The representative I spoke with clearly told me that I would not need to change any information and that my rent payments would continue to process normally during the transition. Based on this information from Bilts support team, I did not make any changes to my payment setup. When I attempted to pay my rent that month, the payment was returned. As a result, my landlord charged me a returned payment fee. After discovering this, I updated my payment information to the new Bilt card in order to ensure everything was correct going forward. Despite updating the information as instructed, my rent payment was returned again the following time. This caused me to incur multiple returned payment fees as well as late fees from my landlord. These charges were the direct result of incorrect information provided by Bilt and/or issues with their payment system during their transition. I relied on the guidance provided by Bilts customer service representative, and I took corrective action immediately after the first incident by updating my payment information. However, the problem occurred again. Additionally, I attempted multiple times to contact Bilt support to resolve the issue. Phone support routes callers to technical support, which then directs customers to contact Bilt Rewards. Their live chat support repeatedly states that they can not assist due to high volume and instructs customers to send an email instead. As a result, it has been extremely difficult to reach a representative who can resolve this issue in a timely manner. Because of these failures, I have now incurred multiple returned payment fees and late fees that I would not have experienced if accurate information had been provided and if the payment system functioned properly. I am requesting that Bilt reimburse the returned payment fees and late fees that were caused by these failed transactions. I can provide documentation of the returned payments and the fees charged by my landlord if necessary. I am submitting this complaint in hopes of receiving a fair resolution and reimbursement for the financial harm caused by this situation. Additional Evidence After the first returned payment, I updated my payment information and followed Bilts verification process to ensure the account was correctly connected to my rent payment portal. Bilt sent a verification deposit of {$0.00} to confirm the account, along with a verification code ( XXXX ) to complete the process. This verification confirms that the account information was properly entered and recognized by the system. Despite completing this verification process, my rent payment was still returned again, which resulted in additional returned payment fees and late fees from my landlord. This further demonstrates that the issue was not caused by incorrect information on my part but rather a problem with Bilts payment system or processing. Thank you

Company response to consumer: Closed with explanation