Consumer complaint received 2026-03-10 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: Paypal Holdings, Inc
State: CA

Complaint narrative:
I am filing a complaint regarding PayPals denial of a promotional reward associated with a PayPal Pay in 4 transaction after the transaction was approved, financed, and completed. In XX/XX/year>, PayPal displayed a promotion in my account titled 20 % cash back on one Pay Later purchase with PayPal. The promotion appeared as a separate offer in my PayPal account and indicated it applied to one Pay Later transaction. I saved the offer in my account. On XX/XX/year>, I completed a purchase of {$1400.00} using PayPal Pay in 4 financing ( Transaction ID : XXXX ). At the time of the purchase, the 20 % offer remained saved and active in my PayPal account. Based on the promotion terms, the transaction should have qualified for the maximum reward of XXXX PayPal Rewards points. However, the rewards points were never issued. For context, earlier on XX/XX/year>, I completed two purchases that used a different PayPal promotion for 5 % cash back : {$890.00} Transaction ID XXXX XXXX points issued {$1000.00} Transaction ID XXXX XXXX points issued Those points were correctly issued under the 5 % promotion. After these transactions, the 20 % Pay Later promotion appeared separately in my account and was presented as a different offer with different terms ( specifically, a one-time Pay Later purchase ). From the consumer perspective, the 5 % and 20 % offers appeared as distinct promotions. After noticing that the 20 % reward was never issued, I contacted PayPal customer support multiple times and the case was escalated several times over approximately three months. Eventually, XXXXayPals rewards team denied the reward, stating that the transaction was flagged through a risk-based evaluation and activity considered inconsistent with typical usage. PayPal declined to provide any specific policy violation or explanation beyond internal risk criteria. Importantly, PayPal has not disputed that : The 20 % promotion was saved in my account The Pay in 4 transaction was approved and financed by PayPal The transaction was completed successfully No refund, dispute, or payment default occurred Additionally, PayPals explanation appears inconsistent with the transaction history. If PayPal believes these transactions were part of the same rewards program, then the earlier XX/XX/XXXX purchases should have received the higher 20 % reward rather than the 5 % reward that PayPal issued. From the consumer perspective, the two promotions were clearly presented as separate offers with different terms. As a result, it appears that the promotion encouraged use of PayPals Pay Later financing product but the reward was later denied based on undisclosed internal criteria that were not disclosed in the promotion terms. Resolution Requested I respectfully request that PayPal either : Honor the saved promotion and credit XXXX PayPal Rewards points for the XX/XX/year> Pay in 4 transaction ( Transaction ID : XXXX ), or Provide a clear written explanation identifying the specific policy provision and conduct that made this transaction ineligible under the terms of the promotion.

Company response to consumer: Closed with explanation