A February–March 2026 customer-service crisis at fintech Bilt centers on widespread payment failures and slow response times after the rollout of Bilt Card 2.0, fueling customer frustration and potential legal inquiries.

Illustrative anecdotes show the impact: a Phoenix man missed a mortgage payment with no timely support; a South Florida user’s landlord did not receive rent; a San Francisco user’s Venmo-rent payments failed; and an Austin user faced repeated delays with suspended accounts and consideration of refunds or closures.

Industry context places Bilt as a growing platform with over five million members and about one million cardholders, after a 2025 round that valued the company around $10.75 billion, and historical ties to Wells Fargo that ended in 2022 as Bilt built its own processing and partnerships.

In response to the backlash, Bilt says it has expanded customer service and reaffirmed commitment to members, while noting the shift from Wells Fargo to Cardless and Column as its payment processors.

Multiple payments meant for landlords or mortgage servicers were not received, even when funds were debited, creating late-payment risk and trust issues for users.

Users report a lack of accessible support, with unhelpful AI chatbots, delayed emails, and no direct phone lines, intensifying calls for accountability and even potential legal action.

Bilt 2.0 rolls out a tiered rewards system for mortgage payments, with changes in banking partners and processing arrangements that appear linked to the service failures and mounting discontent.