Consumer complaint received 2026-02-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: NY

Complaint narrative:
To the Consumer Financial Protection Bureau, I am submitting this complaint against PayPal Credit regarding unresolved billing errors, misapplication of payments, and ongoing interest charges that have persisted despite repeated attempts to resolve the issue directly with the company. 

In XX/XX/XXXX, PayPal Credit informed me that approximately {$5000.00} and change on my account had been classified as cash advances. I was not aware at the time that these transactions were considered cash advances. Once I learned that interest was accruing, I immediately contacted PayPal Credit to ask how to properly address and pay down this balance. 

A PayPal Credit representative instructed me that I needed to make separate payments specifically designated toward the cash advance balance, in addition to maintaining my automatic payments for a six-months-no-interest promotional balance. I followed these instructions exactly. 

I made the following payments by calling PayPal Credit and submitting payments directly toward the cash advances : - XX/XX/XXXX : {$1500.00} - XX/XX/XXXX : {$1500.00} - XX/XX/XXXX : {$1000.00} These payments total {$4000.00}. 

By XX/XX/XXXX, I noticed that these payments were not being accurately reflected on my billing statements. Since that time, I have contacted PayPal Credit customer service numerous times and spoken with multiple representatives. Each representative provided different explanations and assurances that the issue would be corrected in the next billing cycle. 

Despite these assurances, the payments remain unapplied or incorrectly applied through XXXX, XXXX, XXXX, XXXX, XX/XX/XXXX, and now XX/XX/XXXX. Interest continues to accrue on balances that should have been significantly reduced based on the payments I made. 

I believe this constitutes a billing error and an unfair servicing practice. I acted in good faith, followed PayPal Credits instructions, and made substantial payments. The continued failure to properly apply these payments and halt inappropriate interest charges has caused financial harm and ongoing stress. 

I am requesting CFPB assistance to require PayPal Credit to : XXXX. Properly apply the {$4000.00} in payments made toward my cash advance balance XXXX. Correct my account balance to accurately reflect those payments XXXX. Remove or credit interest charges that accrued due to PayPal Credits failure to apply payments correctly XXXX. Provide a clear, written explanation of how my payments were applied and why this issue was not resolved after repeated contacts I appreciate the CFPBs assistance in helping to resolve this matter and ensure fair treatment under consumer financial protection laws. 

Sincerely, XXXX XXXX

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