Consumer complaint received 2023-11-10
Company: Sezzle Inc.
State: TX
Product: Credit card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
Subject : Escalated/Unresolved Complaints with Sezzle Dear Sezzle Customer Support, I hope this message finds you well. I am writing to urgently address the escalated and unresolved issues with my Sezzle account ( XXXX ), originally opened in early XXXX and re-opened on XX/XX/XXXX. Despite filing numerous complaints ( CFPB XXXX, XXXX, XXXX, FTC XXXX ), my issues remain unresolved, with new concerns further impacting my customer experience. 

Failure to Address Previous Complaints : Despite my previous complaints and requests for assistance, there has been no response or resolution provided. The issues I reported remain unaddressed, leaving me feeling unsupported as a premium subscriber. 

Account Downgrades : I have noticed a significant downgrade in the level of service and benefits that I receive as a premium subscriber. This includes a decrease in the quality of customer support, unresponsiveness to inquiries, and a general decline in the overall experience. As a loyal customer, I expected to see an improvement in my service, but unfortunately, it has deteriorated over time. 

Inability to Use Paid For Upgrade Features ( XXXX XXXX, XXXX Anywhere ) : After making payments for upgraded services on XX/XX/XXXX, I was unable to utilize any of the features included with Sezzle Premium and Sezzle Anywhere. This situation, further exacerbated by misleading push notifications, could be considered as bait and switch or false advertising. 

XXXX XXXX Support Failure : My interactions with XXXX XXXX on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX were extremely unsatisfactory, best described as negligent and bordering on fraudulent. The lack of resolution, conflicting information about refunds, and overall poor service are alarming. I have recorded phone calls as evidence, reflecting the subpar service and unfulfilled promises. 

The severity of these issues, combined with the widespread dissatisfaction among other XXXX customers on social media and over XXXX complaints on the BBB website this year alone, suggests a systemic issue within XXXX 's customer service framework. This widespread dissatisfaction indicates a serious problem that requires immediate and thorough investigation. 

ACTIONABLE REQUESTS : Previously Made Requests ( Ignored/Unresolved by Sezzle ) : Immediate increase in my spending power by at least {$1000.00}. 
Implementation of measures to prevent unwarranted decreases in spending power. 
Complimentary XXXX Sezzle Anywhere Membership for the inconvenience caused. 

New Latest Requests : Detailed response and action plan for each of my previous complaints. 
XXXX reimbursement of Premium/Anywhere subscription charges. 
XXXX reimbursement of {$500.00} for Virtual Gift cards due to lost time and efforts. 
Increased XXXX Sezzle Anywhere Courtesy Membership due to previously ignored complaints. 
XXXX access to a {$3000.00} XXXX XXXX XXXX. 

All requests to be fulfilled by XX/XX/XXXX or subject to further escalation. 
Failure to address these concerns satisfactorily will leave me no choice but to escalate the matter to the appropriate regulatory authorities. I look forward to a prompt and effective resolution to regain the high-quality service I initially expected from XXXX. 

Thank you for your attention to these serious matters.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation