Consumer complaint received 2026-01-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: SYNCHRONY FINANCIAL
State: NE

Complaint narrative:
I was given as an extension offer of my online PayPal credit digital credit account, a physical card as well starting in XXXX. As advertised, it was an extension of my online digital PayPal account. As long as the card was used where XXXX was accepted and the terms and conditions were applied of {$140.00} purchase or more, you were then eligible for a XXXX promotional financing. 

I have always only used the online digital portion because that is what was available at that time up until XXXX when I was upgraded and given an extension of my online digital account with a physical credit card, I recently decided to use the physical credit card on a purchase to help with a vehicle maintenance service. The purchase was very large and well above the {$140.00} requirement and XXXX was accepted at this facility. I thought it was strange that it was not applying my XXXXmonth promotional financing to that purchase. 

I reached out XXXX days later after the payment finally posted and asked customer service as to why that purchase was not under the special financing promotion. It was indicated by XXXX different agents that it was only eligible for online purchases and while checking out with PayPal. That is not the information that I was provided as this was supposed to be an extension of my online digital account as long as I used it where XXXX was accepted and {$140.00} was applied or larger on a purchase. 

This is very misleading and definitely a form of deceptive business practices. I would never have used the physical card if I had known that it was only still applied for online digital purchases and while checking out with PayPal versus what was marketed towards me and why I was upgraded as an extension of my online digital account. 

To me, this is very confusing and very misleading as it makes it look like if you are offering an extension of your online digital account and you are eligible for all the terms and conditions other than the normal online digital purchase and checking out with PayPal, do not market it saying it's an extension of your digital account saying that you would be eligible for promotional financing of XXXX months. 

I had spoken XXXX with PayPal credit card and PayPal credit customer service. All I was offered was I am sorry that was confusing but we appreciate you as a valued customer. I asked for an escalation and have yet to hear back about the special promotional financing as well as I asked for a supervisor but was denied a supervisor because they were not available. No other options were given to me to be able to escalate or resolve this situation. 

I feel like my only recourse in this matter is to file a consumer protection complaint with the CFPB. My date of service was XX/XX/XXXX and the payment posted on XX/XX/XXXX. That is when I reached out to PayPal credit customer service to ask about why it was not applied for special financing. Again, I reached out on XX/XX/XXXX. XXXX with customer service. Requested to have this escalated as well as speak to a supervisor. 

The escalation was put in place but a request for a supervisor was denied and not accepted. So, I now feel like this is my next option for consumer protection. I appreciate your time in this matter and all that you do and protecting consumers. Thank you for your time and I look forward to hearing back from you with a resolution or options that we can take. 

Thanks, 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 explanation