Consumer complaint received 2024-01-20 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Getting a line of credit — 
Company: Sezzle Inc.
State: WA

Complaint narrative:
Im really sad to be filing this complaint. I've been an incredibly loyal customer to Sezzle and am honestly shocked that we've ended up here again. I previously went through whirlwind of a situation with Sezzle and to their credit, they rectified it. On XX/XX/XXXX | realized I did not have my primary debit card in my possession and I locked it. As such, I modified my default payment method for Sezzle to a different account that is shared with my spouse. When I was updating the payment method, I saw the advertisement that advised I can avoid the {$1.00} service charge per installment by setting up my bank account as a payment method. Some time ago I had used " plaid '' to link my institution to Sezzle and linked several accounts that I have with XXXX. Plaid uses a security feature where they create a fake sequence of numbers to identify the account. I saw I had multiple accounts linked and selected the one I thought was tied to my debit card. This is completely my error and I acknowledge that. It was reckless of me to gamble with selecting the right payment method and would come back to bite me in the XXXX. Long story long, I selected an account that was either closed, or didn't have funds in it. I would come to find that the payments that were collected with this method were returned. I'm not clear as to if it was my closed account or my XXXX XXXX XXXX account that has no money in it - I never received reasoning for the returned payment. Bottom line- I linked it to the wrong account and it was an honest mistake that is now putting my family and I in hot water. On XX/XX/XXXX l received notice I had a returned payment and my XXXX sunk because I knew it would lock my account. Meanwhile, I located my debit card and unlocked it. As soon as I received the returned payment I sprinted to Sezzle to link it back to my card and pay the balances. I deleted all payment methods and decided to move forward with getting charged the {$1.00} fee..but it was too late. They locked my card. To remedy the situation, I sent them multiple messages explaining in great detail how this was an honest mistake and how sorry I am. I also paid off all orders that l used my spouses and is joint account for so the only outstanding orders would be linked to my debit card that has been used all along. I sent Sezzle screenshots of the emails from chase that confirm my card was locked. I sent them my paystub, bank statement, ID, debit card - everything under the sun to show that I had money to cover the returned charges and am a real human as I was concerned that perhaps using my spouses card triggered the lock. Whatever the reason is, they escalated my inquiry and I never heard back. Today on XX/XX/XXXX l received a very gerneric message that advised I couldn't be offered services. I figured that it was an automated message so I reached to customer support. They told me they would no longer offer me services. I requested a hardship payment plan as losing the access to Sezzle will impact my family and they said there's nothing that can be done. I'm heartbroken. I've given them thousands of dollars when you consider placed over XXXX orders and paid XXXX installments on each order with a {$1.00} service charge. Every thing has been on time so l 'm both hurt, offended, and stressed that they're unwilling to reinstate services. The least they could do would be to offer assistance with repayment ... that's beyond the point when all I want is to have access to my credit line again. 

Im attaching all correspondence. I first reached out on XX/XX/XXXX, spoke to XXXX. Then on XX/XX/XXXX, XX/XX/XXXX, sent an email on XX/XX/XXXX in addition to another inquiry. And on XX/XX/XXXX I received a very vague, auto generated email saying I cant use Sezzle at this time. I reached out to confirm this wasnt indication that the inquiry was closed and was shocked to learn this was. XXXX informed me that the account is not being reinstated. I asked that I set up a hardship and she said thats not an option. I didnt respond for a couple of minutes as I was typing and they left the conversation. I imagine because it was uncomfortablebut I wasnt being rude or unreasonable. Im just so upset. If they are going to treat such a good customer so poorly the least they can do is help me repay it at a slower rate. Beyond that, why cant I get a reason as to why Im not allowed to have my account back? Im paying a subscription, will that be refunded? I have tears as I type this. This is unreal. 

Ive done more than enough due diligence to explain what happened as youll see in all of the attachments. I verified my identity, provided proof of my husband and I being married and living in the same residence ( I.e. tax return ). I provided a very clear and consice explanation of why the payment was returned with supported documentation - again, you will see that in the attached documents. Beyond this, I want to know why they advertise they offer hardship plans for repayment and I was told they cant assist? Per their ANNUAL REPORT PURSUANT TO SECTION 13 OR 15 ( d ) OF THE SECURITIES EXCHANGE ACT OF 1934 that is public Secondly, Reschedule Fees are applied to consumers in cases where the consumer requests to reschedule the dates on which installment payments become payable. The Sezzle Platform permits consumers to reschedule an installment date on one occasion per order without incurring Reschedule Fees. However, a XXXX XXXX of {$5.00} is payable in respect of additional reschedules ( and the reschedule is dependent upon the consumer agreeing to the payment of the applicable XXXX XXXX ). Additionally, Sezzle has a hardship and fee forgiveness program which, dependent on the consumers situation and at the discretion of customer support, allows consumers to have additional fees waived. 

On XX/XX/XXXX I asked about a hardship plan and was advised this isnt a service available.

Also - why cant I get additional information on why Im not eligible for the service? Why dont I know why the payment was returned? Why are they not responding to my very direct messages? I completely understand legalities and that they need to be careful with what they share, but to some extent this is poor customer service. If you cant answer my question, please let me know and state youll find the right party who can. Ive also attached my payment history - Ive never been late and have placed and obscene amount of orders with Sezzle. Due to the nature of the XXXX, not being able to use the service will place my family and I in a precarious position. 

I think buy now pay later is predatory to an extent. With that said, why on earth would I not be a customer they value? Theyve made over {$2000.00} in service charges alone. I dont understand.

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