Consumer complaint received 2025-10-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: SYNCHRONY FINANCIAL
State: TX

Complaint narrative:
This is a supplemental filing to expand on critical information omitted from my earlier complaint ID # XXXX submitted on XXXX today regarding PayPal Credit/Synchrony Banks forced account conversion without consent. 

I would also like to add the following critical observation : After the forced conversion of my account, I noticed that the PayPal app now displays a prominent header message in bright orange stating Your account has been upgraded. This message also contains an interactive link, confirming that PayPal and Synchrony have full technical capability to send alerts and action prompts directly within the app. 

This proves that : They could have easily presented the opt-out notice through the in-app messaging system, which is the sole established method of communication for this account. 
Instead, they chose to bury the opt-out instruction in an external email a channel never used for PayPal Credit communications virtually guaranteeing that consumers would miss it. 
By subsequently using in-app messaging only after the conversion, they demonstrated selective communication practices designed to prevent informed consent. 

This is a textbook example of unfair and deceptive communication tactics, where functionality exists to provide proper notice, yet was intentionally withheld until after consumers were placed in a disadvantageous financial position.

Given the wording and presentation of this forced upgrade banner, it appears this may be happening to large numbers of PayPal Credit customers/ consumers without informed consent, posing a systemic consumer protection concern. 

I believe this practice constitutes Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) under CFPB standards, and other aggressive unfair credit practices, given that communication capability existed to provide a transparent opt-out method within the app but was intentionally withheld. 

When I attempted to raise this concern directly to the companys support team, that is when I learned of the email opt out option utilized per the manager I spoke to and the message from her was quite heartless and disrespect when I was attempting to explain all of this perspective to her and again my call was disconnected and it felt pretty intentional versus accidental, during the process of submitting my complaint, preventing internal resolution. I also never received a call back and they fully have my phone number since I have a credit account with the PayPal credit company who I signed up with in XXXX and have been a customer of every since. 

Attachments included : 1. Screenshot of Current PayPal App Login ( today XX/XX/XXXX ) This image shows the PayPal Credit app interface, which has always been the sole platform Ive used for account management, payments, and communication. It establishes that the appnot emailhas been the consistent and expected communication channel between PayPal Credit and myself since account opening.

2. Same App Screenshot With Annotation Highlighting the Banner Message This annotated version highlights the prominently displayed Your account has been upgraded banner, which includes an interactive click-through link. This demonstrates that PayPal/Synchrony have the full technical capability to provide notices and collect responses directly within the app, yet chose not to use this method for the opt-out opportunity prior to conversion. 
XXXX. Email Comparison : XXXX Account Opening vs. XXXX Upgrade Notification This combined screenshot shows : The only email I received at account opening in XXXX, which states that all account activity and servicing would be handled through the PayPal app. 
The XXXX email informing me that my account had already been converted to the new credit card product. 
The absence of any intermediary email communication confirms that PayPal Credit relied exclusively on the app for communication until this forced upgrade, where they deviated from established practice to conceal the opt-out.

4. XXXX  Copy of Opt-Out Email Revealed After the Fact After learning of the conversion, I located the original upgrade email. The opt-out option is buried beneath multiple images and marketing text, and framed as if the upgrade had already occurred, rather than offering a clear and actionable decision. The new terms shown are less favorable than my original PayPal Credit account, effectively making this an unfavorable downgrade rather than an upgrade.

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 explanation