Consumer complaint received 2026-01-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Incorrect information on your report — Account status incorrect
Company: SYNCHRONY FINANCIAL
State: PA

Complaint narrative:
Additional Details : 2 missed payments being reported : XX/XX/XXXX & XX/XX/XXXX. 
SSN Last 4 : XXXX PayPal Credit Account Last 4 : XXXX I am submitting this complaint regarding PayPal Credits reporting of late payments that are materially misleading due to account compromise, system-imposed payment barriers, and failure to correct the issue after repeated notifications and assurances. 

My PayPal Credit account was compromised when an unauthorized party used my linked debit card. Following this, my debit card could no longer be used to make payments ( due to PayPal policy ). I attempted multiple times to make payments through the existing method, all of which failed. After contacting PayPal Credit, I was informed of the compromise and instructed to add an alternative payment account.

Despite numerous attempts, PayPal Credits system would not allow me to successfully add my wifes bank account for autopay. As a result, I was required to call in each month to make payments manually. This process generally worked.

However, I am an active-duty service member and do not always have access to my personal phone due to duty requirements. During periods when I was unable to place phone calls, I was unable to make payments through PayPal Credits required process. As soon as I regained the ability to contact PayPal Credit, I made the required payments promptly. 

PayPal Credit representatives repeatedly assured meon more than eight occasions across the past year+that the resulting late payments would be corrected or removed due to these extenuating circumstances. Despite these assurances, the late payment reporting has not been corrected.

In an effort to escalate the matter, I contacted PayPals executive office via their published executive contact email. I received a response stating that PayPal could not assist, that PayPal Credit was fully owned by Synchrony, and that I should call the same PayPal Credit customer service phone number I had already contacted multiple times without resolution. No assistance or escalation was provided through this channel.

Additionally, PayPal Credit removed a contextual remark that had previously been applied to the account, which materially changed how the payment history is presented to creditors. As a result, the reporting now lacks required context and is misleading.

I am not disputing the accuracy of PayPal Credits internal payment timestamps. I am disputing the completeness and fairness of the credit reporting, which fails to reflect the account compromise, system-imposed payment barriers, prior acknowledgments, and my good-faith efforts to pay.

These late payments are the only missed payments in my entire credit history. I have never missed a single payment on rent, auto loans, phones, or any other credit accounts. XXXX XXXX members before entering a location where phone access may be unavailable are instructed to put everything on autopay, but as I previously mentioned their system would not allow me to do so. Due to this reporting, my credit score has dropped from the high XXXX to the low XXXX, significantly impacting my ability to obtain mortgage financing. 

I am requesting that PayPal Credit correct this materially misleading reporting by removing the late payment notations on my account as they have assured me they would do numerous times while speaking with their customer service representatives and supervisors on the phone.

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