Consumer complaint received 2026-02-26 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: Paypal Holdings, Inc
State: NY

Complaint narrative:
I am filing this complaint regarding PayPals failure to honor the advertised 20 % back promotion for purchases made using PayPal Pay in XXXX. During the promotional period ( XXXX ), I made qualifying purchases using PayPal Pay in XXXX in reliance on the stated promotional terms. Despite repeated assurances from PayPal representatives that rewards points were pending and would be credited, PayPal ultimately refused to issue the rewards without providing a valid contractual basis for denial. There are two transactions at issue : XXXX. XXXX Purchase 20 % Back Promotion ( XXXX points ) On XX/XX/year>, I made a purchase at XXXX using PayPal Pay in XXXX. The original total was {$97.00}. Shortly after checkout, the merchant applied a price adjustment ( price match ), resulting in a final processed amount of {$84.00}. Key facts : The purchase was completed using PayPal Pay in XXXX only. The XXXX installments were successfully processed. The order was delivered on XX/XX/year>. Multiple PayPal representatives confirmed that XXXX points were pending and would be credited by XX/XX/year>. The promotion terms do not state that a post-purchase merchant price adjustment renders a transaction ineligible. The terms expressly contemplate that payments may change based on shipping, taxes, updates to your purchase Despite these facts, PayPal later denied the rewards, first stating that the transaction did not fully complete, and then later citing a vague risk-based approach and program integrity rationale without identifying any specific violation of the promotion terms. This reasoning is inconsistent with : a ) The written promotion terms. b ) The assurances provided by PayPal representatives. c ) The fact that the transaction was completed and delivered. Had I been informed that a merchant-initiated price adjustment would void eligibility, I would not have used PayPal Pay XXXX XXXX for this transaction. XXXX. XXXX XXXX XXXX XXXX XXXX XXXX Points On XX/XX/year>, I purchased XXXX Visa gift cards using PayPal Pay in XXXX during the same 20 % back promotion. The transaction generated XXXX pending points, which PayPal representatives acknowledged. I understand that the promotion terms exclude stored value cards. However, I purchased XXXX gift card ( a debit network-branded card ), not a closed-loop stored-value card. A stored-value card typically refers to closed-loop cards where value is stored on the card itself and redeemable only at specific merchants. In contrast : A XXXX gift card operates on the XXXX debit network. Funds are processed through a financial payment network. It is not limited to a single merchant. It functions similarly to a prepaid debit card. PayPal never cited the specific contractual provision explaining why this XXXX gift card purchase was ineligible. Instead, they provided a generalized statement about a risk-based approach. Furthermore : The purchase was non-refundable. I relied on the 20 % back promotion when deciding to complete the transaction. PayPal initially represented that points were pending. Pattern of Inconsistent and Vague Responses Over the course of multiple communications : I was told the points were pending. I was told they would post by a specific date. I was later told the transaction was ineligible due to partial completion. I was ultimately told that points were withheld due to a risk-based approach. At no time did PayPal clearly identify a specific, applicable promotional term that disqualified my transactions. This shifting justification, combined with prior assurances that rewards were pending, is unfair and misleading.

Company response to consumer: Closed with non-monetary relief