Consumer complaint received 2025-03-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: Bilt Technologies, Inc.
State: NY

Complaint narrative:
On XX/XX/year>, I paid my rent using the pay rent feature on Bilt rewards. I have been a longtime user of Bilt for more than a year, and have been paying rent this way for that entire time. 

Bilt advertised a promotional point redemption rate on rent - instead of the usual XXXX cents per point, you could get XXXX cents per point when redeeming at least {$200.00} worth of credit towards rent. This is part of their XX/XX/year> Rent Day series of promotions. 

While I dont normally redeem my points on rent, I saw this promotional offer and decided to take it. Using the Bilt app on my Android phone, I went through the pay rent process, and enabled the checkmark for redeem points for rent. This checkbox stated that I would be redeeming XXXX points for {$1000.00} off of my rent. I was satisfied with that redemption rate, and processed the transaction. I then closed the app. 

For context, my rent this month was {$7800.00}, so the total cost displayed to me in the app was {$6800.00}, after redeeming the XXXX points. 

On XX/XX/year>, I re-opened the Bilt app to check on my account. I noticed there had been a software update changing many of the layouts. I went to my transaction history, and noticed that I was charged {$7300.00} for rent this month. I was immediately confused, and looked further into the transaction history. It showed that the points redemption of XXXX points was processed, but it only awarded me {$520.00}. There were no other details provided. 

An additional discrepancy I noticed is that while I had Bilts BiltProtect feature enabled at the time I made the rent transaction, it did not actually take effect. This feature is supposed to automatically pay off the credit card balance of the rent payment by a bank transfer. This feature has worked correctly every other time Ive used it. 

Confused by this, I went to the Bilt Rewards XXXX, and I noticed many other users were having software issues with their apps ' functionality on XX/XX/year>. 

I decided to contact support about this issue, because my redemption was processed incorrectly and they failed to give me the points advertised to me on the apps transaction confirmation screen. I explained how the Bilt app displayed a rate to me at transaction confirmation time, but processed at a different rate. The support team was very dismissive of the issue, and after repeatedly describing how this was an issue on their system, they refused to correct the issue. I even offered to share device diagnostics so that they could fix the software glitch. 

The support team gave me a courtesy XXXX points twice during this process, but this is significantly smaller than the value that was incorrectly taken from me. Even if I assume that they will have a similar promotion in the future of XXXX cents per point, their courtesy award would be valued at {$55.00}. I was defrauded of {$520.00} value in my rent credit, so that puts the value of their supposed rectification at 10.4 % of the value, with me generously valuing their points at a rate they may not honor in the future. 

Ultimately, what happened was Bilt swapped out the redemption transaction with one that I did not consent to, at a worse rate than advertised to me, in their own mobile app. This could have been due to a software glitch. But by refusing to either grant me the credit that the app advertised, or to reverse the unauthorized transaction, Bilt has defrauded me of {$520.00}, by performing a transaction on my balance without my consent as a user.

Company response to consumer: Closed with explanation