Consumer complaint received 2025-10-29 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Other problem
Company: Sezzle Inc.
State: KY

Complaint narrative:
On XX/XX/2025, I placed an order on XXXX totaling {$35.00}, using {$15.00} Sezzle Spend promotional credit. A partial refund of {$16.00} was issued, reducing the order to {$18.00}, but I was charged approximately {$21.00} instead of the expected {$6.00} {$8.00} if Sezzle Spend had been applied correctly. Sezzles Terms of Service allow Sezzle Spend at their sole discretion but make no mention that partial refunds would remove or alter the credit, and my account still shows the credit applied. 
Attempts to resolve : XX/XX/2025 : Chat with XXXX in the Sezzle app. He indicated the adjustment may affect Sezzle Spend but offered no solution and suggested I close my account if dissatisfied. 
Sezzle communications to XXXX  : XX/XX/2025 XXXX XXXX  update : Sezzle has received the shoppers complaint and appreciates the opportunity to address their concerns. We understand the shoppers concern and have been in direct contact to address the issue. We will continue to communicate directly with the shopper. Due to confidentiality and privacy concerns, we are unable to provide further details. 
Timing discrepancy / misrepresentation : XXXX  claimed Sezzle contacted me at XXXXXXXX XXXX XXXXXXXX XXXX. 
I did not receive the email until XXXX PM XXXX ( XXXXXXXX XXXX XXXXXXXX ). 
This represents a four-hour misrepresentation to the XXXX. 
How can Sezzle claim to follow federal and state regulations while misrepresenting information to the XXXX? 
Private emails from Sezzle to me : XXXX, Sezzle Shopper Support XXXX PM XXXX : Sezzle has received your XXXX XXXX XXXX complaint and appreciates the opportunity to address your concerns. Your complaint expresses concern regarding the application of Sezzle Spend to your Order XXXX XXXX  and the handling of the matter by customer service. Our investigation revealed that Sezzle acted in accordance with federal and state regulations, as well as in alignment with our established policies, procedures and programs. 
We understand that your original order totaled {$35.00}, for which you applied {$15.00} in Sezzle Spend. Subsequently, a partial refund of {$16.00} was issued, which adjusted the total cost of the order to {$18.00}. You also applied {$15.00} in Sezzle Spend at the time of purchase. Upon application of the Sezzle Spend, your payment schedule was adjusted accordingly : the second and third installments were reduced to {$2.00} and {$7.00}, respectively, and the fourth installment was cancelled altogether due to the promotional credit covering that portion of the balance.

Sezzles Terms of Service indicate that Sezzle Spend is promotional credit provided at Sezzles sole discretion and can only be used under specific conditions, including maintaining an account in good standing and using the credit with designated merchants. Additionally, when using the Sezzle Virtual Card, the order must meet a minimum value of {$35.00} to be eligible for the application of Sezzle Spend. 
After your order was partially refunded for {$16.00}, the refund was first applied back to your Sezzle Spend, in accordance with Sezzles standard refund process. When an order that originally qualified for Sezzle Spend receives a refund, the promotional credit is restored to your account first before any refund is applied to the actual payments made. This ensures proper accounting of the promotional credit and aligns with our outlined refund procedures. 
We also acknowledge your dissatisfaction with the customer service response you received. We regret that your experience did not reflect our commitment to providing helpful and solution-focused support. Your feedback has been noted and will be used to help improve future service interactions. 
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. 
XXXX, Sezzle Shopper Support XXXX PM XXXX : [ Nearly identical email as XXXX ] Summary of Issues : Misapplication of Sezzle Spend : Charged ~ {$21.00} instead of {$6.00} {$8.00} for a {$35.00} order after partial refund. 
Misrepresentation to the XXXX  : Claimed contact at XXXX AM Eastern, I received email at XXXX PM XXXX. 
Refusal to discuss publicly on XXXX  portal, citing privacy, while presenting misleading information. 
Customer service conduct : Told me to close my account instead of resolving the credit issue. 
Violation of implied transparency : How can Sezzle claim to follow federal and state regulations while misrepresenting facts to the XXXX? 
Sezzle Spend remains applied, so their sole discretion argument does not justify overcharge. 
XXXX, Sezzles funding partner, should be made aware of the mismanagement and misrepresentation. 
Amount involved : {$15.00} in promotional credit.

Action Requested : Correct application of Sezzle Spend and refund of overcharge. 
Confirmation that XXXX is made aware of the mismanagement and misrepresentation. 
Documentation of all communications provided upon request. 
I certify that all information provided is true to the best of my knowledge and will provide images and timestamps as supporting evidence.

Company response to consumer: Closed with explanation