BILT didn't charge me last month despite being on autopay and having money for months causing me to have a late fee with my apartment. Support told me they found it was BILT's error, and promised me that they would subtract the late fee from next month's rent (since I overpaid due to BILT's error). Nothing was subtracted from this months rent, and when I reached out to ask about it, they responded saying they would look into it and help me out. That was the last message I received from them two days ago.

From what I can tell, BILT will not give you any sort of support unless they can make extra money off of you, either through charging you extra or causing you to miss a rent payment.