Originally Posted by
jackal
Though I guess you could argue it is Bilt's responsibility because they chose Cardless and they're the ones that bungled the rollout of 2.0 and caused all this mess.
Bingo. For what it's worth, I had to dig into the terms & conditions just to find a number to contact Cardless. BILT is not advertising it as a "Cardless BILT card" or even "BILT from Cardless" or whatever, so what is the average consumer going to do when they have a question about the card? Call BILT. If they want to shift that responsibility, then they need to make Cardless more prominent, not a white-label. Also, when Cardless answers the phone, they answer it "BILT card customer service".
I know how the world works, and I know this is a cluster..... My comment was more about how to properly run a partnership where the customer doesn't feel ping-ponged; I wasn't actually expecting BILT and Cardless to be capable of it.
Originally Posted by
jackal
But it's still a card issuer question, not a loyalty program question.
I did reach out to them as well, see my above post and my above reply.