Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just recently took two loans with sezzle and I'm in awe of the way sezzle runs it's business. First of all, I've never seen such gigantic fees. You don't let to reschedule so essentially if a person has temporary issues they can't even reschedule so that they contract gigantic fees. Then instead of allowing the person to at least pay themselves when they're ready, you automatically try to charge for the missed payment which doesn't even make sense. I missed one payment due to personal financial issues when I had to choose between putting food in the table on making a payment. With this, once again, I couldn't even reschedule. So I ended up being charged for the late fees and when I looked into the loan again, it already said processing without my consent. Why? So that the card gets declined again and you can charge me again? You literally ride on the back of financially struggling people. If you want me to pay back the loan then please remove all the fees so I can make payments. I tried to speak with someone and requested a supervisor and they just ignored me.Feel free to reach out to me directly via email. Help me out here, I'm not able to pay your ginormous fees. It just happened with the second order I didn't even have a chance to do anything and again it happened. Please remove all the fees from both loans it's the only way I can continue paying.Thanks in advance for your compassion and understanding

  Business Response

  Date: 02/12/2025

  Sezzle has received your complaint and appreciates the opportunity to address your concerns. Your complaint expresses concerns regarding fees applied to failed payments, payment processing, and the inability to reschedule payments. Our investigation revealed that Sezzle acted in accordance with our established policies, procedures and programs as it relates to fees and rescheduling payments.
  You contacted us on January 29, 2025, regarding fees applied to the second installment from order #vk7qg at Converseus. Our investigation revealed that a $5.00 failed payment fee was applied on January 23 due to the payment not successfully processing. This may happen for several reasons, including insufficient funds, incorrect account details, or a declined card. Additionally, a late payment fee was applied because the payment was not resolved before the grace ****** expired on January 25. As a courtesy, the failed payment fee was waived by our agent, but the late payment fee could not be waived in accordance with our policies.
  Regarding rescheduling payments, Sezzle provides a self-service option for rescheduling payments directly within your Sezzle account. This feature can help you adjust your payment dates to better suit your financial situation. You can find more information in our article How to Reschedule a Payment.
  It is important to note that when placing an order, the Truth in Lending Disclosure outlines all fees and terms, including the authorization for Sezzle to process payments automatically using the alternative payment methods saved to your account. This disclosure is presented before you complete the purchase, ensuring transparency in our policies.
  We understand financial difficulties can arise, and we encourage our shoppers to reach out to us before payments are due so we can explore options to assist you. 
  We trust this response resolves your concerns. Should you have any further questions or concerns, we encourage you to reach out to the Sezzle team.
  
  
  

• Initial Complaint

  Date:01/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used thier services and they set me up on a auto 17 dollar a month Sezzle subscription for almost a year. They did not make me aware and only refunded a month.

  Business Response

  Date: 02/12/2025

  Sezzle has received your complaint and appreciates the opportunity to address your concerns. Your complaint expresses concerns regarding subscription charges. Our investigation revealed that Sezzle acted in accordance with our established policies, procedures, and programs as it relates to the Anywhere subscription.
  Upon reviewing your account, we found that the subscription was activated through the Sezzle App on February 22, 2024, and subsequently used for an order with *************** LLC placed on February 27, 2024. According to our subscription terms, here,  the service auto-renews on the subscription payment date unless canceled. Specifically, Section 7 states that the subscription will continue to renew until you or Sezzle cancels it. Refunds are not provided upon cancellation, but benefits can still be accessed through the end of the current subscription period.
  While our policy indicates that refunds are not provided for unused subscriptions, **** decided to issue a refund for all subscription charges from March through December 2024, totaling $179.90. February 2024s charge will not be refunded, as the subscription benefits were used to place the order mentioned earlier.
  You will receive an email confirming this refund, and the funds will be returned to your payment method on file, starting with your default payment method. Please allow up to 10 business days for processing, excluding weekends and holidays.
  
  We trust this response resolves your concerns. Should you have any further questions or concerns, we encourage you to reach out to the Sezzle team.
  
  

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Between December and January 25th, I have been trying to get in contact with support for the company and rarely had any luck, and the few times I did, it ALWAYS led nowhere I contacted them about how. The system processing times and days are so weird and wonky that it causes people to get late fees even if you try to pay the day of your due date to avoid a latepayment the system is 3-4 hours ahead of us time so if you are within that time trying to pay it because your check hits late you will get a late fee even though it's the last day to pay it before one and they refuse to remove the late fees regardless of the reason and it's very common to get hit with a failed processing fee because the system starts processing 12 am on the due date but takes 2-3 businesse days to actually take the money and that causes even more issues because support rarely responds and only waives it once they say and tries to tell you to pay it sooner or change the due date without offering any real solutions which makes the whole thing annoying i just wish they actually wanted to help instead of just bullshitting

  Business Response

  Date: 02/12/2025

  Sezzle has received your complaint and appreciates the opportunity to address your concerns. Your complaint expresses concerns about Sezzles policy regarding late payment fees as well as our Customer Support team. Our investigation revealed that Sezzle acted in accordance with our established policies, procedures and programs regarding payment fees and support.
  After reviewing your account, we found that the payment for your 2nd installment on order ktna0 was originally due on 1/10/25 and was rescheduled by you to 1/16/25. When the payment failed to process on 1/16, a notification email was sent, providing a ***** period deadline of 1/19/25. Since the payment was not made until 1/21/25, the late payment fee was assessed in accordance with our policies.
  Regarding processing times, while payments may take 2-3 business days to fully process, Sezzle records the payment as completed on the date the transaction is initiated. For example, a payment initiated on 1/21/25 is considered completed on that date, even if it finalizes on 1/23/25.
  We also reviewed your interactions with our support team. On 1/8, our agent responded to your inquiry the same day but did not receive a follow-up from you. On 1/19, an agent clarified our policies, including the use of UTC time zones, and explained that late fees could only be waived in specific circumstances (e.g., lost or stolen payment methods with supporting bank documentation). On 1/27, as a courtesy, the Failed Payment Fee was waived for you, and you expressed appreciation for the resolution.
  To help ensure timely payments, our notification emails specify deadlines and time zones. For example, the email sent on 1/17/25 informed you of the ***** period deadline of 1/18/25 at 11:59 PM UTC. Our goal is not to create confusion, but to provide clear information for managing your payments.
  
  We trust this response resolves your concerns. Should you have any further questions or concerns, we encourage you to reach out to the Sezzle team.

• Initial Complaint

  Date:01/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 24th 2024 I had a sezzle spend account with dozens of on time payments. I went to request 340 to spend on an item via the virtual card. At that time I already had 700 dollars sezzle spend credit with no issues, next thing I know sezzle requested my ID. Which was fine, they already had my social, birthday, adress and info.I submitted that and was told verification failed. Yet it's my active ID and legal document. I reached out and got zero help other than being told my application was denied (I didn't apply to anythingl I simply requested to spend 340 of my 700 dollar limit. Suddenly my sezzle spend was refunded and canceled with zero explanation. The one rep that helped didn't help and kept saying she can't help me with my account and it's out of her control. What?! This isn't right, and information phishing at least. FIX my account to how it was and I'll remove this complaint, I've done Nothing wrong and have been persistent with payments for near 600 dollar purchases.

  Business Response

  Date: 02/11/2025

  Sezzle has received your complaint and appreciates the opportunity to address your concerns. Your complaint expresses concerns regarding your account application not being approved after you completed a verification process. Our investigation revealed that Sezzle acted in accordance with our established policies, procedures, and programs regarding verification.
  On 1/24/25, you contacted us regarding an issue with verification that prevented you from using your account and spending power. Our agent explained that the matter would be escalated, and following our review, we informed you that we were unable to approve your account. 
  As outlined in the Sezzle User Agreement (Section 2), ********************** reserves the right to close, suspend, restrict, or limit an account at any time, at our sole discretion, without prior notice. This includes instances where we suspect activity that does not align with our policies.
  To clarify, Sezzle Spend and ************** are distinct. ************** is the amount eligible for purchases and is subject to change based on various factors, while Sezzle Spend is a reward granted for activities such as contests or promotions and can be used to make purchases through the app.
  Based on our investigation, your account will remain closed, as our review concluded that it does not meet the requirements for continued use of our services. While we understand this may be frustrating, this decision aligns with our policies and findings. 
  We trust this response resolves your concerns. Should you have any further questions or concerns, we encourage you to reach out to the Sezzle team.
  
  

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My problem is with the merchant side of Sezzle. I started the sign up process to add Sezzle to my website but never finished it. I just found out they changed me $15 a month for a service I never received for over two years. In total charging me over $400. I need to be refunded for all the charges as I NEVER RECEIVED THE SERVICE

  Business Response

  Date: 02/11/2025

  Sezzle has received your complaint and appreciates the opportunity to address your concerns. You expressed a complaint regarding monthly fees associated with your merchant account. Our investigation revealed that Sezzle acted in accordance with our established policies, procedures and programs regarding merchant fees.
  Our records indicate that you initiated the sign-up process for Sezzles services and were approved as a merchant. As part of the Sezzle Merchant Agreement,  which is agreed to during the sign-up process, a $15 monthly minimum management fee is applied to accounts that do not process at least $300 in order volume per month.
  Upon reviewing your account, we confirmed that you had active API keys from November 1, 2022, to January 21, 2025. This confirms that you had access to Sezzles product and gateway during this time. Additionally, we observed active widget loads on your website between November 2, 2022, and May 29, 2023.
  The $15 monthly fee was assessed in accordance with the Merchant Agreement, regardless of whether the service was actively utilized. Sezzles policy does not permit refunds for minimum management fees unless specific criteria are met, such as significant account activity thresholds or clear evidence of an error on our part. Based on our investigation, there is no indication of an error, and the charges applied to your account were consistent with the agreed-upon terms.of an error, and the charges applied to your account were consistent with the agreed-upon terms.
  We trust this response resolves your concerns. Should you have any further questions or concerns, we encourage you to reach out to the Sezzle team.
  
  

• Initial Complaint

  Date:01/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I changed my payment method because I needed to pay out of a different account. There was money in the account I switched it to but Sezzle said there was not, and proceeds to take ****** out of my bank account, overdrawing me and putting me in danger of not being able to pay my rent.I contacted them and they couldnt have cared less. They basically gave me a more polite version of ***** to be you. I want my money back that you took out of my bank account without my permission, and I will not stop till I get it.

  Business Response

  Date: 02/12/2025

  Sezzle has received your complaint and appreciates the opportunity to address your concerns. We understand you are upset that payments were processed using an alternative payment method, resulting in an overdraft. Our investigation reveals that Sezzle acted in accordance with our policies and procedures regarding payment processing. 
  
  On December 13 and 16, 2024, you placed two orders (FIEMG and ESL0G). Before completing these orders, you were advised of the payment due dates, and reminders were sent two days prior to each payment. Unfortunately, when we tried to process the installments using your ********* credit card (ending in 4696), they were declined due to insufficient funds. 
  
  As outlined in your Loan Agreement, when a payment fails, Sezzle is authorized to charge any alternative payment method on file. Between January 16 and 30, 2025, we successfully collected $250.09 from your ****************** debit card (ending in 3303). This amount included outstanding installments and applicable fees. For more information on the authorization of your payment methods, visit: ************************************** and how to download your loan agreement: How do I find my loan disclosure for an order? 
  
  Enrolling a payment method in your Sezzle account grants us authorization to use it for collections if the primary method fails. You may remove any payment method from your account if you dont wish it to be used. Once payments are processed, they cannot be interrupted, canceled, or refunded. When you contacted us on January 17 and 27, we provided the same information and confirmed that our support team followed Sezzles business practices. 
  
  We trust this response resolves your concerns. Should you need further assistance, please reach out to the Sezzle team. 

• Initial Complaint

  Date:01/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had two orders through Sezzle(but now pay later) Sezzle breaks the payments into 4 payments the first payment is the down payment for which I paid on both orders.I reschedule my next payments which was ********** until you satisfy the rescheduled payments,no other orders can be made.January ******* Sezzle hit me with a 3rd order (rkg3g) for $49.07(down payment $12.26) for which I did not make.Sezzle tried taking the down payment from my listed credit card for the down payment which was declined.I don't know if this is a scam or not.But as I stated earlier, I only have 2 orders with Sezzle not 3.The only way to contact them is through email and they have not resolved the issue to remove that order from my account after many attempts of emailing them.

  Business Response

  Date: 02/10/2025

  Sezzle has received your complaint and appreciates the opportunity to address your concerns. Your complaint expresses concerns about an unexpected order. Our investigation revealed that Sezzle acted in accordance with our policies and procedures in this situation regarding how and when payments are collected. 
  
  On 1/8/25, you placed two separate orders with the merchant Amazon: order emoq0 for $311.48 and order iqm7g for $181.57. Portions of both these orders were refunded to you based on the merchants ability to fulfill the order. Specifically, $75.98 was automatically refunded from order emoq0, and $32.61 was refunded from order iqm7g. 
  
  On 1/16/25, Amazon created a new order for $49.07 (order rkg3g) for the items that could not be fulfilled in the initial orders. Since ****** typically does not charge payments until items are shipped, this new order reflected the remaining items from the earlier orders. 
  
  While the order appeared to be uninitiated by you, it was created for the unfulfilled items from the original orders. On 2/3/25, you contacted Sezzle and this process was explained to you. At that time, you acknowledged speaking with the merchant and understood that the new order was not fraudulent and related to your earlier purchases. 
   
  We trust this response resolves your concerns. Should you have any further questions or concerns, we encourage you to reach out to the Sezzle team. 

  Customer Answer

  Date: 02/14/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:01/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear *********** am writing to dispute a fraudulent account listed on my credit report. Upon recent review, I discovered the following account, which was opened without my knowledge or authorization. I believe I am a victim of identity theft:Creditor Name: SEZZLE Opened Date: 10/16/2023 Account Number: ******************I have never opened an account with **********************, nor have I made any transactions with this creditor. This fraudulent entry is negatively impacting my credit report, and I request its immediate removal.Under the Fair Credit Reporting Act (FCRA), I am entitled to dispute any inaccurate information and to have my credit report reflect only valid and authorized accounts.

  Business Response

  Date: 02/10/2025

  Sezzle has received your complaint and appreciates the opportunity to address your concerns. Your complaint expresses concerns regarding an account that was reportedly opened without your consent and has been listed on your credit report. Our investigation revealed that Sezzle acted in accordance with our established policies, procedures, and programs regarding credit reporting.
  After thoroughly reviewing the situation, we found no evidence suggesting that the account activity was unauthorized. As a result, we are unable to remove the payment history that weve accurately reported to the credit reporting agencies. Our records indicate that you opted into our Sezzle Up product on October 16, 2023, which authorized Sezzle to share your account information with the credit bureaus. You may review the Sezzle Up terms you agreed to by visiting this link:
  ***************************************************************************
  Additionally, Sezzle received several disputes regarding this account filed with various credit reporting agencies in January and February of 2025. Our fraud and credit disputes team conducted a detailed investigation into these disputes but was unable to find any evidence that the information reported is inaccurate or that the account did not belong to you.
  We trust this response resolves your concerns. If you have any further questions or need additional assistance, please feel free to reach out to the Sezzle team.
  
  

• Initial Complaint

  Date:01/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to urgently dispute fraudulent accounts identified on my credit report. These accounts were opened without my knowledge or consent, and I have reason to believe that I am a victim of identity theft. The following accounts were fraudulently opened in my name:Creditor Name: SEZZLE Opened Date: 9/3/2022 Account Number: ******************These accounts are inaccurate and damaging to my credit profile. Under the Fair Credit Reporting Act (****), I have the right to dispute inaccurate information and to expect a prompt and thorough investigation. I am requesting that these fraudulent accounts be removed immediately from my credit report.

  Business Response

  Date: 02/10/2025

  Sezzle has received your complaint and appreciates the opportunity to address your concerns. Your complaint expresses concerns regarding the claim of identity theft. Our investigation revealed that Sezzle acted in accordance with our established policies and procedures.
  Our records show that you opted into Sezzle Up on 9/8/22, authorizing Sezzle to report payment activity to credit reporting agencies. The account activity and payment history reported to the credit bureaus align with the information provided during account creation and subsequent transactions.
  In 11/2023, you contacted Sezzle regarding an order marked as delivered, which you stated was not received. At that time, support agents advised you to contact the merchant and shipping carrier to dispute the delivery status, as per Sezzles policies, which limit our ability to intervene in disputes related to order delivery. The matter was not escalated further. Unfortunately, due to delinquent payments, the account was referred to collections, and the associated activity was accurately reported to the credit bureaus.
  Later, you filed identity theft claims with Sezzle. These claims were investigated thoroughly and denied based on evidence that the account activity was consistent with legitimate use. Sezzle remains committed to accuracy in credit reporting and customer support. Based on the evidence reviewed, we found no indication of unauthorized account activity or inaccuracies in the information reported. As such, we are unable to accommodate your request to remove the account from your credit file.
  If new information becomes available to support your claim, we encourage you to reach out so we can reassess this matter. We want to highlight that we made considerable efforts to assist with resolving the situation and ensure transparency throughout the process.
  We trust this response resolves your concerns. Should you have any further questions or concerns, we encourage you to reach out to the Sezzle team.

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for a annual subscription, on the very same day I called to get it cancelled and have my money returned and their subscription cancelled, they claim that a date in 2021 holds me from getting a refund, i did not use the service and I ask to cancel and refund within 24 hours

  Business Response

  Date: 02/10/2025

  Sezzle has received your complaint and appreciates the opportunity to address your concerns. Your complaint expresses concerns regarding your subscription charge. Our investigation revealed that Sezzle acted in accordance with our established policies, procedures and programs as it relates to subscription charges.
  
  
  Upon reviewing your account, we confirmed that your subscription was renewed on December 26, 2024. Prior to this renewal, Sezzle sent a reminder email on November 14, 2024, notifying you of the upcoming charge and renewal date.
  Per Sezzles Subscription Terms (**********************************************************), subscriptions automatically renew unless canceled at least two days before the next subscription payment date. Because your cancellation request was made after the renewal was processed, the charge could not be refunded. The relevant policy states: "You must cancel at least two (2) days before the next Subscription Payment Date to avoid being charged for the next Subscription period. Except as otherwise stated, if you cancel your Subscription, you will not receive a refund, but you can continue to enjoy the Subscription and other included benefits through the end of your then-current Subscription period."
  We acknowledge that you reached out quickly after the renewal, however, our policy applies to all subscribers, and we are unable to make exceptions once a charge has been processed. As your subscription was not canceled within the required timeframe, the charge remains valid, and we are unable to issue a refund. However, since you already canceled the subscription, you will not be charged for future renewals.
  We trust this response resolves your concerns. Should you have any further questions or concerns, we encourage you to reach out to the Sezzle team.
  
  

  Customer Answer

  Date: 02/20/2025

   I am rejecting this response because:
  
  You lost someone who would have done lots of business with you, I consistently used Sezzle, and will never use it again from here forth, I was in a financial bind and practices like this is why your company will fail.