Consumer complaint received 2026-03-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I am submitting this complaint regarding the unexpected closure of my PayPal Credit account and the loss of my accumulated rewards points. I had updated my bank account to XXXX and believed my payments were being processed correctly. However, I was never notified that any of my payments were dishonored, and I did not receive any email or alert indicating any issue with my account. When I logged into both the PayPal app and website, my PayPal Credit account did not appear at all, and there were no notifications or messages indicating that my account was at risk of closure. I only discovered that my account was closed when my card was declined on XX/XX/XXXX. I then contacted PayPal Credit customer service on XX/XX/XXXX, and was informed by an agent that my account had been closed due to dishonored payments. The agent stated that the dishonored payments occurred on XX/XX/XXXX, and XX/XX/XXXX. However, I was never notified of these failed payments. I have no way of knowing how I was supposed to become aware of these issues, as there were no alerts, messages, or visible notices in my PayPal account, and I did not receive any email communication regarding these specific payment failures. I have carefully reviewed my email, including spam and all folders, and did not receive any notification that my payments had failed or that my account would be closed. I was later told by an agent that closure notifications are only sent via email, which I did not receive. After speaking with a PayPal Credit agent again, I was only then able to see a closed account status through the Synchrony website. Prior to this, my PayPal Credit account was not visible in my PayPal account, and there were no clear notices or warnings about the closure. This raises concerns about the lack of transparency and the difficulty for consumers to access critical account information in a timely manner. Because I was unaware of any issue, I was not given a fair opportunity to correct the situation before my account was closed. Additionally, all of my accumulated rewards points were forfeited without any warning. I am also concerned about the potential negative impact this account closure may have on my credit history and FICO score. I have made efforts to stay current on my payments, and I am worried that this situation, which I was not properly notified about, could unfairly affect my credit standing. I find it unreasonable that my account was closed without clear notice, without any account freeze or warning period, and that my rewards were removed despite my intent to make payments and maintain the account in good standing. I am requesting a full review of my account closure, clarification of the failed payment attempts, confirmation of whether any negative credit reporting has been made, and consideration for reinstating my rewards or providing an appropriate resolution.

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