Consumer complaint received 2026-05-31 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: Sezzle Inc.
State: IN

Complaint narrative:
Approximately XX/XX/XXXX I attempted to use Sezzle like I regularly had for purchases for the past months since XXXX of XXXX. When the purchase ultimately claimed that We are unable to complete processing of your request at this time because your application is incomplete. During our review, we identified an Initial Fraud Alert associated with your consumer report. This alert requires us to take reasonable steps to verify your identity before we can proceed. To clear your account to process your request, please confirm your identity through our secure verification process below. If this verification is not completed within 48 hours no additional action will be taken on your request. I found this odd because there was no application, and I had LITERALLY used sezzle normally less than 24 hours earlier. No joke. So I couldnt purchase or do anything. Despite getting a message as well that my XXXX XXXX had increased to XXXX . Granted Id been using it for months and it had been increasing from the original XXXX . Every payment had been paid off early and on time. Not a single late payment. I also already had an active account, and had no emails about changes in their service or terms. Never having run into this problem ever. I also suddenly noticed the verify identity step that was no longer completed ( listed as step XXXX instead of the XXXX it originally was because I didnt connect a bank account ) needed to be redone for some reason. So I reached out to support because as I was completing the verificationI not only had only THREE attempts. But I had used two and were confused why it was failing. So I reached out to support and got assistance with fixing a spelling error in my name. And sending them my license. And then correcting my account to match. I then tried verification again, and made it past the first part. Meaning Im assuming the info matched. When I got to take the selfie check, it loads and tells me they cant verify me at this time. All my attempts used and my account suspended. Immediately confused I reached out to support to where I was told itd be escalated for human review, even though all my info on my ID and account matched. A day later I get a message stating my current installments are still proceeding as usual even with my now suspended account and that Regrettably our system employs a combination of factors during the evaluation process, and unable to disclose the specific details underlying this decision. The process is automated and considers multiple data points, and unfortunately, it is beyond our support team to manually override it.. Please be assured this does not necessarily reflect your payment history or wrongdoing on your part Not disclosing where they got this fraud alert, or what internal factors even made them suspend my account. Though legally I have a right to know especially if its a consumer report. I checked my credit and other bureaus and there was no report of any fraud or notice of literally anything! I then asked the support for where exactly they got this information fromwhich Im assuming was just an AI bot, they do acknowledge I have a right to receive that info, and provide that information. To then minutes later by the so called agent telling me We are unable to verify those details and unable to offer you our services. I then continually ask and state they cant provide me any kind of details suddenly. Before I can respond, seconds later they ultimately end the chat since I havent responded. Overall Im confused why any of this is happening. And I find it entirely unfair and suspicious. The support was NO help whatsoever. And I personally want my account looked at by a human. And I want answers to this alleged fraud alert. Not only that I want my account reinstated. * I also want to note I have proof that the same issues are happening with other Sezzle users and they also have no answers. *

Company response to consumer: Closed with explanation