Consumer complaint received 2026-02-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: Bilt Technologies, Inc.
State: CA

Complaint narrative:
Attached is my formal written complaint outlining a serious accounttakeover incident, denial of access to my own account, failures in identity verification, unexplained reversals, and improper handling of contractual benefits. 

I am requesting immediate resolution. If I do not receive a meaningful response and full restoration of access by the next 24 hours, I will submit this complaint to the Consumer Financial Protection Bureau ( CFPB ) and any other applicable regulatory bodies without further notice. 

Please treat this matter as urgent, as my account remains inaccessible and I can not determine the extent of unauthorized activity or financial harm. 



Formal, LegalStyle Version ( CFPB Complaint/ Legal Correspondence ) Re : Urgent Complaint Regarding Account Takeover, Failure to Secure Account, Improper Verification Practices, Unauthorized Reversals, and Denial of Contractual Benefits ( Bilt / XXXX  ) I am filing a formal complaint regarding Bilts and XXXX failure to secure my account during an active accounttakeover incident, the refusal to perform reasonable identity verification, and the resulting financial and contractual harm. The handling of this matter represents a severe breakdown in security, compliance, servicing, and consumerprotection obligations. 

I. Summary of the Incident On the dates in question, I began using the Bilt XXXX XXXX on XX/XX/year>. On XX/XX/year>, I became aware of a data leak and hacking affecting multiple accounts. My Bilt/XXXX/ XXXX XXXX XXXX account was compromised as part of a broader hacking incident affecting multiple financial platforms. 

While I was engaged in a live call with Bilt support, the attacker changed the phone number associated with my Bilt/XXXX/ XXXX XXXX XXXX account in real time. I witnessed the unauthorized change occurring directly within my account interface. I immediately notified the Bilt representative, who asserted that the matter was being escalated. No action was taken to prevent further unauthorized changes or to secure my account. Shortly thereafter, I was logged out and unable to regain access. 

At this time, I can not determine the full extent of any financial loss or unauthorized transactions because I can not access my account. Bilt/XXXX  XXXX XXXX failure to restore secure access has prevented me from verifying which transactions posted, which were reversed, and whether any transactions were unauthorized. 

This failure to intervene during an active takeover directly enabled additional unauthorized activity, prevented me from securing my account credentials, and caused significant and ongoing harm. 

II. Improper Identity Verification Procedures Following the lockout, I attempted to regain access. When speaking with a representative named XXXX the next morning ( approximately XXXX XXXX to XXXX XXXX ), I was informed that support could not verify my identity because I no longer had access to the phone number the hacker changed. 

This rationale is legally and procedurally indefensible. I offered to verify my identity via : Social Security number Date of birth Security questions Any other standard verification method Despite this, the representative refused all alternatives. She insisted that I call a different number ( XXXX ), effectively denying me any pathway to secure my account. 

At XXXX XXXX., I called that number and was successfully verified, demonstrating that the initial refusal was arbitrary and inconsistent with industrystandard verification practices. However, that department could not help me and directed me back to XXXX. 

At XXXX XXXX., I called XXXX, where XXXX was excellent. She reviewed my account and reported a different spend amount than XXXX had provided. XXXX also stated that her department could not help with what I needed to do and referred me back to XXXX. 

At XXXX XXXX., I called back and spoke with XXXX, who was also excellent but could not help me and told me to write an email to support or go on chat. 

I do not have actual times for Saturday because I was not aware of, or tracking, these events at that time. When I discovered what had happened, I spent 89 consecutive hours calling banks and other accounts and logging in to change credentials. For some accounts ( e.g., AA ), I required the institutions assistance to change the email address. BiltXXXX did not provide comparable support or a functional path to regain access. 

III. Inconsistent Account Information and Unexplained Reversals Once verified, representatives provided spending and transaction figures that did not correspond to the actual activity on my account. Several valid transactions were reversed without my authorization or any explanation, including : DMV payments XXXX purchases Additional transactions that appeared and disappeared from my historical totals Because I remain locked out of the account, I have no ability to determine : Which transactions posted Which were reversed Which bills remain unpaid, including bills due within 2448 hours The inability to access or validate my own account activity presents significant financial harm, including late fees, service interruptions, and potential credit consequences. 

IV. Failure to Provide Contractual Status, Credits, and Rewards I was informed by multiple representativesmost notably XXXX on Saturday ( he was amazing ), that I had surpassed the spend threshold required to reach the higher status tier. Despite this, my account continued to display a lower status, and I was unable to access benefits associated with the tier I had already earned. 

The XXXX XXXX XXXXomes with XXXX status, yet my account was not showing XXXX ; it was showing XXXX status. 

Specifically, I was unable to access the {$200.00} semiannual hotel credit. 

Because I was not showing XXXX level, I was not permitted to proceed. I called Bilt, and XXXX confirmed I was actually XXXX ; however, I still could not access the semiannual credit. 

Furthermore, I enrolled for the XXXX XXXX  through XXXX ( XXXX ) under a promotional offer allowing 5X on the first {$10000.00} in spend within five days. I completed this spending requirement on the first day. 

I strategically delayed activating the Bilt XXXX XXXX ( which adds an additional 1X up to {$5000.00} increments ) until after confirming my qualifying spend, because I was told the XXXX  and the XXXX bonus would not stack. 

After confirmation, I activated the Accelerator using {$200.00} in Bilt XXXX in reliance on Bilts representations. Now Bilt/XXXX claims I spent thousands less than I did, threatening my eligibility for both the XXXX bonus and the proper application of the XXXX. 

V. Repeated Failure to Escalate, Respond, or Provide Remedy Multiple representatives stated that my case was escalated but could not provide : A timeline A reference number A point of contact Any interim solution to regain access On a prior matter, I was explicitly told to expect a call back within 48 hours ; no such call occurred. 

I have attempted resolution via every available channel : Multiple phone numbers Email Support chat ( including one instance waiting over 7.5 hours ) No meaningful action has been taken. 

VI. Requested Relief I request that XXXX ( as issuer/servicer ) and Bilt ( as the program/platform administrator and frontline support channel ) be directed to take the following actions immediately : XXXX. Restore secure access to my account, reversing unauthorized changes to my phone number and/or email. 

2. Provide a complete, itemized transaction history for the relevant period, including postings, reversals, declines, and authorizations.

3. Reconcile and correct the spending totals, including all reversed or misreported transactions.

4. Honor the promotional terms associated with the XXXX offer and correct any negative impact caused by these servicing failures. 

5. Reinstate and make available the {$200.00} semiannual hotel credit or provide equivalent compensation. 

6. Provide written documentation explaining the handling failures and the steps that will be taken to prevent recurrence. 

7. Assign a dedicated escalation representative with authority to resolve the matter promptly. 

I request to be contacted at my registered phone number, XXXX, which was changed without my authorization. This number should be reinstated to my account. 

VII. Conclusion This situation reflects a severe breakdown in Bilt/XXXX accountsecurity protocols, identityverification procedures, and consumerservicing obligations. Other institutions affected by the same hacking event resolved my issues, some within minutes. Bilt/XXXX XXXX XXXX failure to act during an active account takeover not only enabled further unauthorized activity but has caused extensive financial and administrative harm. 

I request immediate regulatory assistance to secure my account, correct financial inconsistencies, and enforce the contractual benefits owed to me. 

XXXX XXXX I wanted nothing more than to change my email, password, and account credentials so I could secure my account. That has not been possible. I signed up with a promotional offer that expires tomorrow, and I have no idea whether any of my bonus points have been posted or stolen. When I asked, I was told that the department handling rewards could not verify my identitydespite the fact that another department had fully verified me using all of my personal information. Because the hacker changed my phone number, Bilt/XXXX XXXX XXXX refused to use any reasonable alternative verification method, and support teams could not communicate internally to resolve it. 

Throughout this process, I have been repeatedly bombarded with MFA ( multifactor authentication ) emails and requests that were not initiated by me. I had to constantly respond to these alerts for fear of additional unauthorized access, which made it impossible to rest or function normally. This has caused considerable stress, loss of sleep, and constant disruption. 

At this point, I have spent close to 17 hours researching the issue, attempting to reach different departments, finding alternative ways to contact Bilt/XXXX XXXX XXXX, writing this complaint, and repeatedly calling for help. During this time, I have been unable to work, resulting in lost income, in addition to the emotional strain and the time spent trying to protect an account that the company failed to secure. Over the last weekend I received 2 calls from XXXX and Bilt and they both did not know the others information and after an hour with each, they both said they would escalate it. I did find that they did not freeze the account as requested and we figured out almost {$10000.00} was charged after I requested the freeze.

Company response to consumer: Closed with explanation