Consumer complaint received 2021-11-15
Company: SYNCHRONY FINANCIAL
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
On XX/XX/XXXX, I received an email offer from PayPal to get its PayPal MasterCard. The offer indicated " for the first 90 days after account opening, earn a total of 4 % cash back on purchases when you apply and are approved through this email by XX/XX/XXXX. '' On or about XX/XX/XXXX, I applied for the card, was promptly approved, and received a card shortly thereafter. 

I used my new PayPal MasterCard frequently and earned the maximum bonus reward of {$200.00}. While the offer does indicate to " please allow up to 1-2 billing statement cycles after the promotional period ends for your bonus cash back to post to your PayPal Cashback Mastercard account , '' I have yet to receive the bonus and its nearly 4 months after the promotion period ended. 

On XX/XX/XXXX, I contacted PayPal MasterCard customer service to inquire about my bonus award. The agent apologized, indicated that it would be investigated and resolved quickly. The agent offered a {$10.00} statement courtesy credit for the delay in providing the reward. 

On XX/XX/XXXX, I contacted PayPal MasterCard customer service again to inquire about my bonus award. The service agent ( " XXXX '' ), spoke with his manager, indicated they would send a note to the " Rewards department '' to investigate and that I should hear from someone within 15 days to get my rewards bonus. 

On XX/XX/XXXX, I received a form letter from PayPal MasterCard which provided generic information about the rewards program, but nothing specific about my issue. I contacted PayPal MasterCard customer service again to inquire about the form letter and check on the status of their processes. The service agent ( " XXXX '' ) apologized and indicated that the form letter was a mistake. She mentioned that the previous agent indicated I made a charge dispute and it's been resolved, but that's not the issue at hand. I was transferred to a supervisor who admits PayPal makes the offer, but Synchrony ( the bank issuing the MasterCard ) doesn't always get promotional offer details. The supervisor indicated there was no record of which offer was on my account and asked me to upload a screenshot of the promotional offer they sent to me. Sad that I have to provide the company with the offer they sent me, but I did have a copy and was able to do it. The agent commented that if validated, they'll include an additional {$190.00} owed since they already provide {$10.00} as courtesy credit due to slow fulfilment. I reminded the agent that the {$10.00} was a courtesy for their slow fulfillment, not a down payment and that PayPal owed me the entire {$200.00} bonus reward. 

On XX/XX/XXXX, I receive an electronic notification that mentions my request has been processed, but doesn't describe any resolution. In addition, the message contained an error in the offer date mentioned. 

On XX/XX/XXXX, I contacted PayPal MasterCard customer service again to inquire about resolution. I spoke with a service agent ( " XXXX '' ) who confirmed that the issue has been resolved in my favor and that I should expect to receive the {$200.00} cash back soon. He also agreed that many customers complain that the their letters aren't clear. 

It's now XX/XX/XXXX, nearly four months after the end of the promotional offer, and I have neither received written confirmation of the resolution nor have I actually received the promised {$200.00} bonus cash back.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief