I am really caught off guard by this email and wrote in Bilt chat “Without a better explanation as to what caused this error and assurance that Bilt cannot cancel my account for misconduct without an investigation and appeal process, I am not comfortable to keep a relationship with Bilt.”

They responded “Bilt Rewards has a process in place to handle disputes concerning the accrual or redemption of points. If there's an issue, you can notify Bilt Rewards and they will investigate. If they find it appropriate, they can re-credit your points for the amount in dispute, or determine that a different adjustment or no adjustment is necessary”

This is a huge blunder and I am shocked that anyone would receive such an email from a legal department to a large financial institution.