Consumer complaint received 2023-08-31
Company: Sezzle Inc.
State: GA
Product: Payday loan, title loan, personal loan, or advance loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
1. On XX/XX/2023 I took out a Buy Now Pay Later loan though Sezzle, for merchandise from a merchant, XXXX XXXX. The Order XXXX XXXXXXXX, with credit card ending in XXXX. 

2. There were four payments scheduled - three for {$40.00} and one for {$40.00}. 

3. Sezzle billed my account ending in XXXX for {$40.00}. 

4. The merchandise was defective and not as described nor as advertised. ( Pls see Exhibits ) 5. On or around XX/XX/2023 I disputed the transaction with Sezzle. ( Pls see Exhibit ). 

6. I attempted to remove authorization to continue to bill my card, but Sezzle 's website offered no option to do so while there were outstanding payments. Sezzle therefore refused to process my request to cancel the CC authorization. ( Pls see exhibit - Edit Payment Method page with no option to remove card ). 

7. Sezzle requested extensive information, including on XX/XX/2023 ( request for photos of merchandise ; request for copies of advertisement to show how the merchandise was different than as advertised ), which I provided ; XX/XX/2023 ( copy of email correspondence with merchant ), which I provided ; and XX/XX/2023 ( photos of merchandise next to ruler, showing that the dimensions are not as described nor as advertised, which I provided. ( Pls see Exhibits for emails notifying me of Sezzle messages, but the messages were deleted by Sezzle, see below ). 

8. In order to comply with the XX/XX/2023 request from Sezzle for pictures with a ruler, I had to purchase a ruler. Then because one of the items was longer than twelve inches, I had to purchase a second, longer ruler. I incurred expenses just to purchase these items for my dispute. ( Pls see exhibits- XXXX receipts ) 9. On XX/XX/2023, XXXX informed me my dispute was closed, but provided no rationale. I was not provided with any response by the merchant, nor given an opportunity to respond thereto. ( Pls see exhibit ). 

10. Sezzle obviously never had any intention of processing my dispute and continued to waste my time and money by requesting photographs with rulers, causing me to have to purchase rulers, even though the photographs clearly showing the merchandise was smaller than described/ smaller than advertised. What was the point of putting their customers through all that if, in fact, it wouldn't matter no matter what the pictures showed? 

11. Sezzle billed me a second time for {$40.00} to my card ending in XXXX, forcing me to close the credit card because they refused to process my request to cancel the authorization. ( Pls see Exhibit ) 12. Sezzle took away my access to all documentation regarding the dispute, which used to be available on the website, including our correspondence as well as the images and documents that I provided to Sezzle. ( Pls see Exhibit ). 

13. On XX/XX/2023 I called Sezzle and spoke with XXXX. XXXX confirmed that the documentation was taken away from me as a matter of policy and practice. He attemped to reopen the case so I could again access the documentation, saying it was the only way. However, XXXX emailed me on XX/XX/2023to say the case could not be reopened. And so as a result I am still unable to access the information. ( Pls see Exh. ) 14. Sezzle sent me a threatening email stating that they may report my account to a credit bureau. However, Sezzle knowingly lied in the context of this threat. Sezzle is aware that, per their own Terms and Conditions, no credit bureau reporting can occur unless the customer opts in to " Sezzle Up ''. Sezzle is aware that I never opted in. ( Please see Exhibits attached ).

15. Upon information and belief, Sezzle is in the practice of making false threats upon their customers.

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