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:01/07/2025

  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.

  I have used several many times through the years and never had trouble until now. Sezzle charged outrageous fees and took money from my bank account causing several overdraft fees. I have spoken to two different ladies. Neither lady wanted to even talk to me about the fees or illegal taking from my bank account using a card on file that was not to be used. The card was never selected to use as payments. Sezzle has just taken out over $600 in payments, extra fees, and bank overages. If this is a true legitimate business, then I expect my money back. I want to warn anyone thinking about using Sezzle to DONT DO IT!!! The are not willing to do anything to help and will definitely charge extra fees and deduct from bank account without permission. This business deserves a F in customer service. They are a joke.

  Business Response

  Date: 02/12/2025

  Sezzle has received your complaint and appreciates the opportunity to address your concerns. Your complaint expresses concern regarding the payment method used to complete your installments, and the fees incurred for those payments. Our investigation revealed that Sezzle acted in accordance with our established policies, procedures and programs regarding processing payments, fees and our customer support.  

   

  Sezzles system processes payments using the methods saved to your account. If the primary method fails, the system will attempt to recollect payments using any active payment methods on file. This is outlined in Section 5 of the Loan Disclosure agreement, which states: If you enroll a Payment Method in any of the electronic payment channels, you authorize us to process such payments using the Payment Method details provided by you. 

   

  Regarding fees, if a payment fails, a Failed Payment fee is assessed. Sezzle will attempt to collect the payment using any active method, and you will receive a payment failure notification. This will include the time you need to resolve the payment to avoid a Late Payment Fee. If not resolved, the Late Fee will be assessed. For more details, refer to Sections 3 and 5 of the Loan Disclosure agreement you agreed to at purchase. To access it, navigate to the Orders tab on your Sezzle dashboard, select All Orders, and choose any order. At the bottom, click the Truth in Lending Disclosure link to open the document. 

   

  On November 26, 2024, you contacted us about a gift card issue. Our agents provided steps to resolve it but did not receive a response. On January 3, 2025, you reached out about payments charged to your account. Our agent explained the fees could not be refunded and clarified the payment process. You thanked the agent, but no further response was received. 

   

  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:12/14/2024

  Type:Sales and Advertising 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 made a purchase for an at home Gender reveal kitusing Sezzle as my form of payment. The same day I placed the order, I miscarried the baby. The company I worked with was wonderful, and said that if I got pregnant in the future, they would provide a new test to me at no cost as those tests expire, but that they couldnt process a refund. Despite how hard this is to continue paying off without having a need for it, I have been faithfully paying my Sezzle payments through their auto pay feature. On my third payment, the payment declined. The first given reason was due to insufficient funds, but according to my bank statements and my account balance, this should not have occurred to begin with as I had sufficient funds to cover my payment . Next, I received notification that Sezzle said I had provided an incorrect card expiration date, despite the fact that the same card with the same information had been processed with no problems the first two payments and I had not changed this information. They tacked on $20.00 in fees because of this. I reached out to Sezzle through chat, and they told me they would be able to waive $5.00 in late fees, but that they were unable to waive $15.00 in late fees as the ***** period for a late payment had passed (12/13 at 11:59pm, I reached out on 12/14 around 3:10pm). I explained that I would not be paying this late fee, as their reasoning for being unable to charge my card were illegitimate and easily disproven by my bank statements and card info entered upon purchase matching my card. The chat disconnected and I was unable to further the conversation. I explained thoroughly that I would be willing to pay my original payment at that exact moment, but that I would be unwilling to pay additional late fees that were tacked on due to a system glitch outside of my knowledge or control.

  Business Response

  Date: 01/16/2025

  Sezzle has received your complaint and appreciates the opportunity to address your concerns. 
  
  We regret that our service levels and business practices did not match your expectations, and have conducted an investigation into this matter. We first want to apologize for the hard times you have experienced.  
  
  Our records reveal on November 14, 2024 you placed an order with At-Home Baby Gender Test for $139.00. As of the time of this response, you have paid the down payment and second installment for this order.  
  
  Your third and fourth installments remain unpaid and have incurred failed payment fees and late payment fees. The failed payment fees resulted from your financial institution notifying Sezzle that your account with them had insufficient funds for the transaction. This information is reported directly from your financial institution to Sezzle. If you believe this was a mistake, you should  work with your financial institution to have this resolved.  
  
  As you stated in your complaint, the merchant is not willing to provide you with a refund but has offered to provide you with a replacement product. As Sezzle is only the payment processor, we can not force a refund or cancel an order. As the merchant has not provided a refund, we cannot process the refund to you. However, as an expression of our condolences, we will as a courtesy, refund the fees this order has incurred.  
  
  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: 01/17/2025

   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.

  I accept this adjustment, and with the refund of the fees incurred for the late payments, Im willing to close out the case.

• Initial Complaint

  Date:09/13/2024

  Type:Sales and Advertising 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 have been getting emails the last few days (9/12-13/2024) about sezzle transactions I supposedly made and changes to my account. But I have never opened a sezzle account and I think someone is just using my email address that they never bothered to verify. I want that account wiped out and my email erased from their system.

  Business Response

  Date: 10/22/2024

  We apologize for the frustration this situation has caused. We have blocked this email from receiving further communications. 

  Customer Answer

  Date: 10/22/2024

   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.

  I would like to ensure that my information is not just blocked but purged from their system. Thanks!

• Initial Complaint

  Date:08/09/2024

  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.

  I used my sezzle account to place an order on Amazon. I used the virtual card option to make my purchase. My purchase was denied, so I looked and saw I HAD to be a member of sezzle anywhere in order to make a purchase. So I joined the program and paid my fee for it then placed my order again. I was then charged 3 different charges for one order. I called and asked what was going on and was told because ****** sends orders out on different days the order was charged multiple times so I had to pay the charges. Why would I use a pay in 4 if Im paying it almost all anyway? I got sent a purchase agreement, which is not the one I agreed to, so I have no idea how this is even legal for them to place a completely different contract on me after I placed the order.

  Business Response

  Date: 10/17/2024

  We apologize for any inconvenience this may have caused. Since Amazon splits the order up based on shipping time, that is how the order gets split into separate payment plans in our system. To avoid this in the future, you can purchase an ****** gift card for the amount of your order total. Since a gift card is only one item, it will come through to Sezzle as one order. Additionally, please note that a purchase request agreement is based on the selected amount and shows an estimated payment plan as well as the account terms. This is not your final order agreement. 

  Customer Answer

  Date: 10/17/2024

   I am rejecting this response because:
  
  That still doesnt give you the right to change what the contract states when applying. You changed the terms and recharged what you wanted to. 

  Business Response

  Date: 10/28/2024

  Either a Premium or Anywhere Sezzle subscription is required to use Sezzle at ****** which is why you were prompted to join before completing checkout.
  

  As mentioned before, orders may be split into multiple shipments or even multiple orders. Because we charge for items when they're shipped, this may result in multiple charges. However, the total amount charged should add up to the amount displayed when you placed the order (***********************************************************************************************************************************************************************.). Unfortunately, the shipment processis an Amazon process, and is outside of Sezzles control. 
  

  Finally, per Section 4.2 of the Sezzle User Agreement: "Lender requires a minimum order amount to be financed (Minimum Amount). The Minimum Amount is subject to change at any time and can differ based on the Loan terms, merchant, and product offering. If you purchase multiple items in one Order, a Merchant may fulfill that purchase in multiple shipments. Lender will attempt to group these shipments into the same Order, though you may be required to make a new purchase request so that your Order can be processed depending on timing of shipment. Order amounts of less than twenty dollars ($20) will be processed for the full purchase amount regardless of timing of shipment. This is also mentioned in section 3.2.1 of your Truth in Lending Disclosure which can be found linked below each Sezzle order.
  

  This is why some orders were charged in full instead of in four payments. This is detailed below:

  
  -August 6, 2024 - order #nsj2g - $80.04 
  1 down payment of $20.01 paid on August 9, 2024
  Installments 2,3 and 4 were bundled and paid on August 16, 2024
  -Aug 6 - order #**nbg - $18.29 
  1 payment of $18.29 paid on August 7, 2024
  -Aug 6 - order #**m90 - $18.86
  1 payment of $18.86 paid on August 7, 2024
  

  We apologize for any inconvenience or frustration this situation has caused.
  

  
  

• Initial Complaint

  Date:04/20/2024

  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.

  My account with ********************** has always been paid on time. I recently even received a credit line increase. I had the Virtual Anywhere Card. I was told that I would receive an email after an investigation took place, but I havent. I need to know why my card is locked

  Business Response

  Date: 04/23/2024

  We apologize for the frustration this situation has caused. Upon review of your account, we can confirm that our team is actively reviewing this for you and will follow up with you via email as soon as we have an update. 

• Initial Complaint

  Date:04/15/2024

  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.

  Ive been with Sezzle for years and always had no issues until I ran into a financial hardship due to an accident. Ive chatted with their support and no luck to push payments out as they said its already been pushed a few times. Finally got in touch with a manager and they pushed everything out by a month which helped a lot. However now that everything has been paid for a while they refuse to provide service again. I understand if I never paid at all, but Ive done my best to notify the company multiple times of an accident and financial hardship experienced due to this. As soon as I had the money, I paid it right away. For a large company it really ***** to see rather than helping their customers, they would never want your service due to a one time issue.

  Business Response

  Date: 04/16/2024

  We apologize for the frustration this situation has caused. Occasionally, there are circumstances where we are unable to approve purchases or issue a Virtual Card in order to use our services. Our system reviews several factors during the approval process, and if our system declines the purchase, we are unable to manually approve it. Due to the previous repayment history on your account, we are unable to offer our services.
  
  We understand how frustrating this is, and we apologize that theres nothing else we can do at this time.

• Initial Complaint

  Date:03/16/2024

  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.

  The virtual card on my account is locked. It states that there is another account with similar information with bad repayment history. I dont have another account and all my orders are paid in full. When will I get my purchase power back? I had $1200 in purchase power and now nothing. I am sick of getting the same generic automated message every time I try to get answers and address this issue.

  Business Response

  Date: 03/25/2024

  We apologize for the frustration this situation has caused. Upon review of your account, we are unable to approve you for new orders at this time due to the payment history on your account. We understand how frustrating this can be and apologize that theres nothing else we can do at this time. 

• Initial Complaint

  Date:01/24/2024

  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.

  Element vapes is a website where I used to buy my coils for my vape mod. They've switched Sezzle for age verification and now I can't use the same bank card I've been using to buy my products. Everytime I input the correct information I get notified that an error has occured.

  Business Response

  Date: 01/26/2024

  We would like to help you with this situation. Please email us with a screenshot to ***************************************. 

• Initial Complaint

  Date:01/23/2024

  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.

  I bought items from super brand tools using sezzle. After two weeks and no package I went on sezzle app to request an extension for payment due date as I had not gotten my item. The package never came, a full refund was issued but sezzle charged me a late fee of $10 and processing fee of $1.50. I asked sezzle to refund all my monies as I asked for the extension before payment was due. In finality i got nothing so why am i paying a late fee for an item never received. Since i requested the extention befor my due date andI did not ever receive what I ordered I should not be charged a late fee or processing fee because I have nothing for them to charge me for but wasted time.

  Business Response

  Date: 01/26/2024

  Unfortunately, we are unable to refund fees that have already been paid. 

• Initial Complaint

  Date:01/17/2024

  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.

  I used Sezzle payment in 4 App for 3 years. I loved it and never had any problems. My problem started when I placed an order and Sezzle inadvertently charged me for the same order twice. After messaging Sezzle CS, I was told my refund would be issued and it was a system error that was the fault of Sezzle.After several weeks of not receiving my refund, I filed a dispute with my bank because Sezzle kept telling me they refunded me but I never saw the credit back into my bank/ debit card account. Finally after weeks research, I had a representative email me to explain that the money was not refunded to the card they double charged, but back to an old credit card on my Sezzle account I no longer used. In the end the issue was corrected and Sezzle was paid in full, but they have since blocked my account from use which I am really bummed about. I didnt nothing wrong and I always paid my orders without issue up until this double charge incident. I would love to have my account restored if possible please.

  Business Response

  Date: 01/26/2024

  We apologize for the frustration and inconvenience this situation has caused. We have taken a look into your account, and unfortunately, we are unable to approve orders at this time. Our system reviews several factors during the approval process and our team is unable to see the reasons why you may have been declined.
  
  We understand how frustrating this can be and apologize that theres nothing else we can do at this time.