Complaints

This profile includes complaints for Klarna Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Klarna Inc.

  800 N High St Ste 400 Columbus, OH 43215-1430

• 

  Klarna Inc.

  886 N High St Ste 200 Columbus, OH 43215-6303

• 

  Klarna Inc.

  821 Broadway Fl 11 New York, NY 10003

• 

  Klarna Inc.

  PO Box 8116 Columbus, OH 43201-0116

• 

  Klarna, Inc

  P.O. Box 206487 Dallas, TX 75320

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/28/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for a purchase that I never made. I have been in contact with Klarna regarding this prior to even October 27th 2021. I have repeatedly been told my issue “has been escalated” or “has been given to a team of specialists” and they will “be in contact shortly”. I have YET to be contacted back and it’s been over a year of me constantly reaching out and hearing back the same thing. This needs to be resolved.

  Business Response

  Date: 07/29/2022

  Hi ******,
  
  Thank you for reaching out about ******* order ********. We apologize for the delay in getting this issue resolved, and have reached out to our Specialist department to expedite their investigation. We took it a step further by writing off the order completely and refunding your payment of $27.54 back to the original method of payment [Mastercard ****]. Please allow up to 7 business days for the funds to reflect in your account.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate you reaching out and hope you have a great day!

  Customer Answer

  Date: 08/01/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** *****

• Initial Complaint

  Date:07/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Klarna is a payment provider for business through online shopping. I purchased an item from a merchant online and made a return. The merchant confirmed through email and phone that they received my return, yet Klarna has not refunded me. This has been an ongoing issue for a month. First, I chat with support at Klarna about the return. They requested information for it. I provided them with the information. They also requested for the tracking ID number of the package, but I advised them that I no longer had it because the merchant provided the return label and the return label expired. I asked them if they would like the email that the merchant provided to me confirming they received the return with a return ID number. The Klarna representative said it wasn't needed. Almost 2 weeks pass and Klarna finally reaches out again and said they needed more information. They asked for the tracking ID number again. I advised them on the problem again. I contacted the merchant a total of 3 times to confirm they refunded the money to Klarna and Klarna has to refund the money to me. Klarna said they still needed to do some investigating. On Thursday, 06/21/2022, I spoke to the merchant and they provided me with a customer transaction number for the refund and advised me to provide it to Klarna. I contacted Klarna through phone and spoke to a representative and provided the ID number. They advised me that the refund would be processed. A few days pass and I receive another email from Klarna requesting for the tracking ID number AGAIN. I reply back to the email and explain again that the postage provided by the merchant has expired. They did not respond. I am now on the phone with Klarna for what feels like the 100 time asking for my refund. They are again providing the same generic response that they are waiting for the merchant. I explain that the merchant has stated multiple times and provided a customer transaction number for the refund.

  Business Response

  Date: 07/29/2022

  Hi ****,
  
  Thank you for reaching out concerning your Backcountry order ********. We understand your concerns, and are happy to shed more light on the issue. When a purchase is initiated, we pay the store on the customer's behalf, and allow customers the flexibility of paying us back in installments. To this end when an order is cancelled or returned, the store is expected to update the order and/or refund Klarna accordingly. When Klarna receives the update, we will then adjust the payment accordingly. 
  
  At this time, Klarna has not received any refunds from Backcountry. We also understand that this was reported on your behalf back in 29 June 2022. What happens is our system allows some time for the store to resolve the issue. In the even that a refund is not registered, we then request more information from the customer with the aim of using it to make contact with the store. This information was requested on 20 July 2022 and our systems show that you provided it on 21 July 2022. At this time, our Resolutions department has been in contact with the store about this order, and will reach out to you with an update as soon as one becomes available.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

  Customer Answer

  Date: 07/29/2022

  I am rejecting this response because:

  This has been an ongoing issue for 1 month with Klarna specifically. The item was returned in May and the merchant emailed me stating they received the item. I did not hear back about the refund and thought nothing of it because I know that it takes time to process refunds. I called the merchant and they advised me that they would process the refund to Klarna and I would receive my funds from Klarna. I reported the refund to Klarna on June 29th after not hearing about it and hoped this would help Klarna. During that time, I had to chat with Klarna to provide information about the return. I provided that information. They requested for a tracking ID which I specifically told them I did not have because the merchant provided the return label and the label expired after a certain amount of days (I believe 30 or so). I offered to provide the email from the merchant as proof to confirm they received the item with a return ID. They said it wasn’t necessary. I was told it would take a few days to hear back. I didn’t hear back until Klarna emailed me asking for the postage information again and said Klarna did not hear from the Merchant. I again advised Klarna that I did not have the postage information because of the label expiring. I contacted the merchant and the merchant once again confirmed they refunded my item. They provided me with a customer ID number to provide to Klarna as proof that the funds was returned to Klarna. I called Klarna right after I got off the phone with the merchant and provided them with this information and asked about the delay. A rep with Klarna apologized and said the refund would be processed in 3 to 5 business days. This was on Thursday, 07/21/2022. I then receive ANOTHER email from Klarna asking for postage information. I respond to the email about my frustration and again with the customer ID that the merchant provided. Klarna responded to that email with the SAME generic email requesting for postage information again. I advised Klarna that I needed my refund and will dispute it with my bank if nothing is going to be done. I didn’t hear back after 24 hours so I called again on Thursday, 07/28/2022 asking for a resolution and was told by a rep for Klarna name Matthew that he saw the refund on his end through Klarna’s system but was unsure where the funds were and why I didn’t receive it yet. He said he believes it might be stuck in their system. I told him that it was unfair for Klarna to punish a customer and not release their funds when there’s a glitch in their software system. He apologized again. I requested to speak to a manager. He said he couldn’t let me and that he could send me a survey so I can fill out regarding my issue and someone would possibly contact me based on the survey. 

  
  

  Business Response

  Date: 08/08/2022

  Thank you for reaching back out and providing us with your honest, valuable feedback. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better. We have also consolidated your previous contacts into this response as well.
  
  On 05 August 2022, Backcountry finally recorded a refund of $259.32 towards your order ********-1. Klarna promptly refunded this amount back to your original method of payment [VISA  ****] on the same day. Please allow up to 7 business days for the funds to reflect in your account accordingly.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!
  

• Initial Complaint

  Date:07/26/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased concert tickets for 169.80 for a show that ended up being canceled. Got a refund for 100 and was told the balance was available in my financing account but it is not. Was told that I could request it be refunded to my bank but required escalation and it would take a day or 2 to hear back from someone. It has now been several weeks and they are no longer answering my call or chat messages.

  Business Response

  Date: 07/28/2022

  Hi *******,
  
  Thank you for reaching out to us concerning your refund on your Klarna Financing Account ending in ****. We are truly sorry for the delay in getting back to you on this issue, and appreciate the valuable feedback you have shared with us. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better. We have also consolidated your previous contacts into this response as well.
  
  When refunds are due on an order/account, we reverse the payments made from the account from up to 14 months prior. The balance of $69.80 was not yet applied because the corresponding payments were made outside of this 14 month window but we have now requested that a check be mailed out for the payment, to your address on file. Please allow between 14 and 21 business days for the check to be received on your end. We will also have a Supervisor reach out to you via email to confirm the address as well, and answer any other inquiries you might have.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

  Customer Answer

  Date: 08/09/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  ******* ******

• Initial Complaint

  Date:07/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a customer in good standing with Klarna. I made a purchase with Klarna for a Sports Jersey Case and meant to pay with a klarna card. I created the card, but never used it because I inputted the incorrect payment information in. When it got declined, I decided to cancel the order, thus never charging the Klarna card, and just redo the purchase with klarna again. I figured since nothing went on the Klarna card I wouldn’t get charged. As well, the Jersey case was canceled, so the order numbers of the canceled item show up for both klarna and Amazon. Klarna began collecting payments from me for both the valid purchase I made after this mistake (I repurchased the Jersey case) as well as the other purchase which had been canceled and the card never used. I contacted support and had a claim opened. I have spent hours contacting both Klarna and Amazon customer service. I never used that klarna card, I have submitted several pieces of documentation showing the canceled item, showing the matching item number with klarna and showing them confirming it was canceled, Amazon also confirmed they do not charge cards until they are shipped and it was never shipped. I provided them with all the information needed, but because the card used on the order was incorrect (declined) I cannot show the klarna card, which never was used and no funds ever removed - had an order canceled attached to it because the order attached to it was charged to a different card and declined. I thoroughly showed proof to Klarna yet they continue to try to collect on a card that was never used nor charged for which I have proof. I have spent over 10 hours so far trying to resolve this, and I’m ready to head to small claims court if it doesn’t get resolved. I’m beyond livid at how I’ve been treated given that I’ve used Klarna since they first started and never had an issue. I want the amounts they’ve charged me for the display case returned and the remaining payments to be dropped.

  Business Response

  Date: 07/28/2022

  Hi *******,
  
  Thank you for reaching out regarding your Amazon orders J5D8LR26 and C4S2P48R. We understand your concerns, and are happy to shed more light on the issue.
  
  Order J5D8LR26 was created for $78.99 using a Klarna Virtual Card [VISA ****]. Amazon captured $16.34 of this amount [Transaction code: AMZN Mktp US*3B5OH76E3]. This initiated the payment plan, and you had made payments of $19.74 and $19.75. When the rest of the card was not captured, the card was closed, and the payment plan was adjusted accordingly on 28 June 2022. This means you were only charged the captured amount, and the rest was refunded to your original method of payment. As a courtesy to you, we have refunded the amount Amazon charged back to you to complete the refund on this order. This means all your payments have been refunded, and the order is closed out. Please allow up to 7 business days for the additional refund of $16.34 to appear in your Mastercard ****.
  
  Order C4S2P48R was created for $78.99 as well using a Klarna Virtual Card [VISA 8983]. Amazon captured the full amount according to our system [Transaction code: AMZN MKTP US*UE8RF3Q83 AM] but based on the evidence you provided to us, our Resolutions department found their investigation in your favor and we have refunded your singular payment of $19.74 on this order as well to your Mastercard ****.
  
  At this time, both orders have been fully refunded, and closed out! We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

• Initial Complaint

  Date:07/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately April 26,2022 I used Klarna to manage my payments from my debit card for a purchase total of $43.79 it was a handbag. Around 5/9/2022- 5/11/2022 I walked in to the store to return the item as I did not like it. I payed Klarna $10.94 used my debit card for my first payment. I reported to Klarna that I returned the item in 5/11/2022 and I sent Klarna proof of return via email which was the return receipt given to me at the store. Klarna paused my future payments while they “investigated” this return. This happened in May 2022. May came and went June came and went and no resolution from Klarna. Now in July 26,2022 Klarna is saying I still owe them the full amount. BUT I DO NOT HAVE THE ITEM I returned it & Klarna has the proof it was received. I do not owe Klarna anything. I have been through so much stress! Trying to resolve this. I have called Klarna, I have emailed and I have used the chat option. It took Klarna close to 3 months and no resolution they are still charging me for something I do not have. I am requesting Klarna close my order and make it a zero balance since item was returned.

  Business Response

  Date: 07/28/2022

  Hi *****,
  
  Thank you for reaching out concerning your **** **** order ********. We understand your concerns, and are happy to shed more light on the issue. When a purchase is initiated, we pay the store on the customer's behalf, and allow customers the flexibility of paying us back in installments. To this end when an order is cancelled or returned, the store is expected to update the order and/or refund Klarna accordingly. When Klarna receives the update, we will then adjust the payment accordingly. 
  
  In this case, this order was paid for in full [$43.79] by Klarna using the virtual card [VISA ****] however, we have not received a refund from the store towards this order [as you have received the refund directly to your personal card VISA ****], which is why the payment plan has not yet been adjusted. This is shown in the attached receipt. Essentially, Klarna has paid $43.79 towards this order on your behalf, but we have only received your first installment of $10.94 in return leaving a balance of $32.85. When you received the full refund of $43.79 to your personal account, it meant you received [$43.79 - $10.94]= $32.85 more than you have paid towards this order which means you have made a profit. This balance is due to Klarna and as a result, the currently active payment plan is correct and remains active. For more information, please see our FAQ concerning refunds where it states that "Merchant credits do not count as payments on your account. You will need to continue to make your previously disclosed payments at scheduled Due Dates until your balance is paid in full.": Klarna Pay Later in 4 Agreement: Returns.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

  Customer Answer

  Date: 07/28/2022

  It is not my fault how the store processed the return. I did not pick and choose how the return was processed. I walked in to the store with the item and the online receipt, the store gave me a receipt and I walked out. I contacted Klarna over 9 times from May 2022 to July 2022 and Klarna kept telling me they were investigating. This issue has to be addressed with the store directly if they made a mistake. I as a customer do not process returns. I am not paying $43.79 for something I do not have. I did pay $10.94 to Klarna when I had the item, but I did not keep it. Klarna has to pursue the store and not me. Store error and not customer error.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:07/26/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So a couple months ago I filed a dispute with Klarna bc my 360$ order never arrived, i filed a dispute with my bank actually. It all goes smooth, now last night I was RE CHARGED for my order! After disputing it, my order total is 360, but now apparently it’s 723$ and now my card is negative. So im going have to dispute this with my bank AGAIN, klarna was supposed to be an app i trusted but instead they took money from me again when I disputed that purchase. I never recieved my items why are u guys still charging me? Plus the order was 360 not 723. Im so confused and no one is helping me, i want my money back. I dont wanna have to keep disputing the same charges with my bank, all those items equals 361 as u can see on top. But when u look down it says 723… why.

  Business Response

  Date: 07/28/2022

  Hi *******,
  
  Thank you for reaching out about your **** order ********. We understand your concerns, and appreciate the feedback you have provided about the level of service you received. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better.
  
  Please allow us shed more light on this issue. The order initially cost $361.95 and you completed your payments in two installments of $90.48 and $271.47. Subsequently however, your bank charged back these two payments which re-created a debt of the initial order cost of $361.95. Our app currently does not record chargebacks, so instead, a new debt of $361.95 was created. The quick summary is that you paid the order in full, and then a new debt was created due to the chargebacks making the new total [$361.95 * 2]= $723.90 of which you had paid $361.95.
  
  As a courtesy to you, we have written off this order on our end so you do not have to pay. We also refunded your payments of $361.95 back to the original method of payment as follows:
  
  - $180.98 refunded to VISA ****
  - $180.97 refunded to MC ****
  
  Please allow up to 7 business days for the funds to reflect on your end, and see the attachments for receipts.
  
  For future reference, please be advised that Klarna is bound by the store's return policy in these investigations. As Klarna typically acts only as a payment financer, any issues concerning the actual merchandise including delivery, state of order etc. must be addressed directly with the store or the shipping agency. Klarna is not in any way responsible for the goods or services you order or purchase from merchants, including, without limitation, the quality of such goods and services and how and whether such goods or services are delivered. Klarna does not provide any endorsements or guarantees for any goods or services offered for sale on third party websites linked to the Klarna Services.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

  Customer Answer

  Date: 07/28/2022

  Thank you Klarna, i love you guys for making it right 
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ******* ****

• Initial Complaint

  Date:07/26/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Klarna to purchase ************ concert tickets for ** ****** in San Jose, CA. The event was cancelled and a refund was issued to Klarna on July 1st 2022. The refund is reflected on my July 1st Klarna statement. The refund issued from ************ has NOT been refunded to me by Klarna. I keep getting the run around that my request is escalated yet nothing is done. I'm now on my 4th escalated request for a specialist to handle my request and still have not heard back. Today marks 17 business days since ************ refunded the money and no refund has been issued to me. I have called, emailed, and chat and keep getting told the same thing that a specialist will look into it and get back to me. Yet nobody does.

  Business Response

  Date: 07/28/2022

  Hi ********,
  
  Thank you for reaching out concerning your refund on Klarna Financing Account ********. To begin, we would like to offer our unreserved apology for how long it took to process the refund, and the level of service you received. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better. 
  
  While refunds are typically processed automatically, direct debit refunds have to be manually reviewed and at this time, we are happy to confirm that we have issued a refund of $644.20 to your original method of payment [**** ** ******* account ending in ••••••**]. Please allow up to 7 business days for the funds to reflect in your account accordingly.
  
  Once again, we hope you can accept our sincere apologies for any inconvenience you may have experienced on this issue and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate you reaching out and hope you have a great day!

  Customer Answer

  Date: 08/01/2022

  I accept the business's response to resolve this complaint. I received my full refund today.
  
  Regards,
  
  
  ******** ******** ********

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a spending limit of 1300 with them on 7/24/2022. Today I look it says 0 with no explanation. I want my limit to go back up I've never missed a payment or been delinquent with them

  Business Response

  Date: 07/28/2022

  Hi *******,
  
  Thank you for reaching out concerning the purchase power on your account, and for providing feedback concerning the level of service you have received. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better.
  
  Please allow us shed more light on the issue. Nothing you've done has caused this change! To help our users shop responsibly, we have to lend responsibly. Sometimes this means lowering the estimated amount we can lend. You may be able to increase your purchase power by paying on time when you shop with Klarna. This won’t affect your credit score or any ongoing payment plans. Some of the things reviewed are your payment history, the amount of the purchase, and the consistency in billing information. You may be approved for a certain amount at one point, but that does not necessarily guarantee your approval for the same amount going forward. Your Purchase Power is fluid and may be adjusted over time. To learn more about Purchase Power, visit our website: Purchase Power.
  
  As always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate you reaching out and hope you have a great day!

  Customer Answer

  Date: 07/28/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:07/25/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an issue with my **** purchase. I contacted them that my available balance even after fixing the issue wasn't showing. I contacted their reps for a month , asked for escalation. I was told to give it time the system would update. recently i decided to outreach again, only to be told it had to be escalated again and they would get back to me in 48 hours. 4 days later i'm told due to account activity im no longer able to use their program at all. I was confused and their responses were not even addressing my confusion. I called their customer service only to be told , this was due to credit reporting. I said how, when I've been using this for months , i asked for a manager. Manager refused to speak to me but told the rep i should call all THREE credit bureaus so they can fix a problem Klarna has. I asked him to repeat himself and sure enough they want me to call Transunion, Equifax, Experian...for their error , and also never even told me what I should even be saying just that it's a credit issue. I want to say the prior escalated rep stated it was due to account activity. I havent used that account in 2 months as of now, and this all started because I had to fix a payment issue and they never updated my account. When I went to use the app, it states I have an over due balance and to settle it. as you can see i have no balance , and haven't had one in almost a month.

  Business Response

  Date: 07/27/2022

  Hi ******,
  
  Thank you for reaching out to Klarna regarding this issue. We understand your concerns, and are happy to shed more light on this issue.
  
  After reviewing your account, we are able to confirm that order ******** with *** ******* that was placed on 21 April 2019 using your account [*******************] was never paid in full to Klarna and was in the process of being sent to a debt collection agency. Rather than being sent to collections, Klarna covered the difference ($132.83) and cleared the debt of the order [please see attachments for more info]. At this time, you will not be approved to continue shopping with Klarna. We advise using an alternative payment method moving forward.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

  Customer Answer

  Date: 07/28/2022

  That balance was already paid and attached is proof. Also that balance was on another persons name but still it was paid. Klarna your legit denying my account based on false records and also an account that was a family member. Please fix this issue asap.

  Regards,
  
  ****** *******

  Customer Answer

  Date: 08/04/2022

  I am sending you another image showing proof you didn’t pay any debt which I failed to pay back, that is the real reason why nothing comes up unpaid. I want to also point out no responsibility has been taken on your company providing false information each time I inquire about this. As I have provided proof of me paying the collection agency you state your company tried to avoid taking me to. At this point I just want my account updated accordingly , that’s all. It’s not about future purchases any more.
  
  
  ****** Bediako

  Business Response

  Date: 08/16/2022

  Thank you for reaching back out, ******.
  
  We are happy to reassure you that the order in question is considered fully paid.
  Have a lovely week ahead!

• Initial Complaint

  Date:07/25/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 13, 2021 a purchase was made on ************ with Klarma order number ******** in the amount of $809.20. On June 24, 2022 I received an email stating that the event had been cancelled and that the refund has been sent to Klarma and that in the next 7-10 business days the refund will post to my account. When the 10 days passed I contacted Klarma to check the status of my refund. Each time I called or chatted I was told that they had received the refund from ************ on 6/25/2022 and that the payment was being processed. The last time I called was 7/18/2022 and the customer service rep told me that I would have to escalate my situation to another department and that within the next 2 business days someone would contact me regarding the situation. To this day no one from Klarma has contacted me. Today 07/25/2022 I called again to check on the status of the refund and the Klarma representative told me that it was being processed and that I would have to wait 5-7 days, and if I did not receive the refund to call again. I have been waiting for the last three weeks to hear back from them and have the money refunded. It is very frustrating since it is not $5.00 we are talking about $809.20. And they have no professional ethics, it is very easy for them to tell me to wait 5 to 7 days and when I contact them again they tell me the same thing wait 5 to 7 days.

  Business Response

  Date: 07/27/2022

  Hi *******,
  
  Thank you for reaching out concerning your Klarna Financing Account ending in ****. We understand your concerns, and appreciate the feedback you have provided about the level of service you received. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better.
  
  As at 24 June 2022, there was an active balance of $825.76 on the Financing Account to be paid. When the store issued the refund of $809.20 towards this balance, it reduced the balance on the account to [$825.76 - $809.20] = $16.56 which you paid off the next day on 25 June 2022. As a result, this paid off the account completely, and no further refund is due. For more information, kindly see the attached statement which shows how this payment was reconciled.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

  Customer Answer

  Date: 07/29/2022

  [If you do not say why you are rejecting the br />
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* ******