Business Profile

Payment Processing Services

Klarna Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,685 total complaints in the last 3 years.
993 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/16/2025
Type:Delivery 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.
This issue is in reference to two orders. The first order was made to Dominos on December 22, 2024 and the second order was made to Cettire on December 31, 2024. I contacted ******* through their website and I also called the store concerning my order. I placed an order with my gift card and I did not receive my order. When I called the store to clarify I didnt receive my order, I was told that the funds would be refunded back to my original payment method that was used upon placing the order. However, I did not receive the funds back to my original payment method. Nor did I hear back from Dominos after contacting them almost 2 weeks ago. Concerning my order with Cettire, my package was expected on January 6, 2025. I did not receive the package on the expected date, therefore, I contacted customer service through their website on January 8, 2025, still have yet to hear back and I have yet to receive my package. Id like this issue resolved, thank you!
Business Response
Date: 01/17/2025
Hello *******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ************** (V7054PFR) and Cettire (VL3994KB).

After reviewing your order with ************** we can see the order was recently placed under a dispute on January 16th, 2025, however as an immediate resolution the remaining balance of $18.00 was written off and $19.00 refunded back to your **** ending in 4608. These funds should reflect in your bank account within the next 5-7 business days.

The order with Cettire (VL3994KB) has an active dispute on the order as of yesterday January 16th, 2025. Our Resolution team is actively investigating this issue for you and will reach back out to you as soon as possible. Please rest assured, you will not receive any payment reminders as the statement will remain paused whilst we investigate further. We will contact you when we have an update regarding your query or should we require further information.

We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs!
Initial Complaint
Date:01/16/2025
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.
On 1/16/2025, I wanted to purchase tickets for a concert. I used Tickermaster. I decided that I wouls used Klarna to pay for the tickets and pay over 4 pay periods. I then CANCEL THE PURCHASE, BEFORE THE TICKETS HAD BEEN PURCHASED, and I was stiil charged for tickets I did not receive. When I called and asked them as to why my account was charged when I clearly CANCEL BEFORE confirming payment, I was told that they put a hold on my account. I told the perosn I spoke with that it was NOT a hold but a CHARGE made, AGAIN reiterating that NO PURCHASE WAS MADE. Klarna did not even show a purchased made when I logged in to my account.I was told that this was standard practice. I was then told it will be 1 to 7 business days before the funds were returned to my account. THEN I was told to contact my bank to get the funds refunded to me because they could not refunds the money back to me. I was confused because there seemed to be some inconsistencies to the conversation. When I asked for clarity, the same things were repeated to me. So I am out of $268.61 and no tickets because I CANCELED before making a purchase! I am asking for a refund of my $268.61 because there was no a hold placed on my account, the tickets were canceled BEFORE confirmation of purchase, and I was charged $268.61. Thank you.
Business Response
Date: 01/17/2025
Hello ******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding a charge for a said order that was not placed.

We have taken a look into your account and we are not able to locate a said charge. We ask that you please dispute this with your bank directly as we are not able to refund it from our end. We would love to assist directly but without locating the charge we are unable to look into the matter from our end. We understand this is not ideal but we would like to help you and that is the best course of action we have at this time. Thank you and have a great weekend.
Customer Answer
Date: 01/17/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22821398

I am rejecting this response because: this was sent through to my bank and charges are being disputed.

Regards,

****** *****
Business Response
Date: 01/17/2025
******,

Disputing with your bank is best so great. We are not able to locate the funds on our end. Thank you and have a great weekend.
Customer Answer
Date: 01/17/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

****** *****
Initial Complaint
Date:01/16/2025
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.
I used Klarna to pay for Apple AirPods Pro 2. They are being replaced with a new model and your customer service was so horrible that I want to return them. I contacted your company three times and each call and chat sent me back to ***** unnecessarily. ***** cannot process returns to a third party payor. I cannot even get an email with a *** label to return it to you for credit. I want to return the AirPods immediately and want credit for them. I will never use Klarna again.
Business Response
Date: 01/17/2025
Hello *******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Apple from Klarna.

After reviewing your order we can see there is an active dispute on the order. Our Resolution team is actively investigating this issue for you and will reach back out to you as soon as possible. Please rest assured, you will not receive any payment reminders as the statement will remain paused whilst we investigate further. We will contact you when we have an update regarding your query or should we require further information.

So, to review, you reached out to us about a concern for your order. We disputed this order and paused your payments for 21 days. This gives the store time to complete the dispute process on their end and also gives you time to follow up with the store if any issues arise. Be on the lookout for an email from Klarna requesting evidence regarding your order. Youll need to complete this in order for Klarna to take any further action.

We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs!
Customer Answer
Date: 01/24/2025

Complaint: 22819561

I am rejecting this response because:
I still need a shipping label to return it and need a refund the process for refunding your money is painfully slow and a deterrent to returning items at all adding to the businesses bottom line. I want a refund as soon as they receive my product which will be sent as soon as I receive a shipping label to return it.

Regards,

******* *****-******
Business Response
Date: 01/28/2025
Thank you for your response, however Klarna is not able to issue any shipping labels, as the store are the ones who need to receive the product back, they would be the ones to provide you with the label. Please contact the store directly for this return shipping label.

Customer Answer
Date: 02/03/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22819561

I am rejecting this response because:

Regards,

******* *****-******
Customer Answer
Date: 02/03/2025
I have contacted ***** multiple times and they all directed me right back to Klarna for the shipping label and return information. At this point, Klarna wants to get their money back they need to call ***** and figure out whats going on to get me my return label for my unopened earphones. Ridiculous!
Initial Complaint
Date:01/16/2025
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 ordered tickets on ************ and did not get approved for payment plan, so I clicked on one time payment and I got charged even though my tickets were released. Now, i cannot buy new tickets because I got charged for something I never purchased.
Business Response
Date: 01/17/2025
Hello Alondra,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding an authorization hold for a denied purchase with Klarna.

We would like to offer some clarification as to how Authorization holds work here at Klarna for future reference. As part of our approval process, we may conduct a pre-authorization hold on your specified card to ensure it is not being used fraudulently. The amount charged will never be greater than your first installment due for the order.

The pre-authorization is immediately voided or reversed by Klarna, which means that the funds should not be withheld from your account. Processing times to remove pre-authorization holds vary by bank.

Please note that authorization holds are simply pending and should never post as a charge. This means that the authorization reversal will not reflect as a refund. The pending amount will simply be released from pending and fall off of your bank statements. If the pending hold is no longer visible on your account that means that the authorization hold was successfully released.

However, if after the 5th business day the authorization hold is still reflecting please send the following information:

The card type ****** Mastercard etc.)
The last four digits of the card charged
A current screenshot or picture of the hold on your bank statement

For security reasons we ask that you send the following personal details via chat so the chat agent may resolve the hold for you.

We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs!
Initial Complaint
Date:01/16/2025
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 purchased a heating pad from Klarna for in which there were to be “I thought” I was approved for a $500 credit limit and also (4) payments of $13.78 first installment and $13.79 for rest of the installments. The payments were to come out of my checking account, which has happened in the past with no problem. I woke up the next morning with my account overdraft $500. Upon calling Klarna, I was told it was an Account Top-up. I have no idea what that is and also was told, if hit by accident there is NOTHING THEY CAN DO. I would just have to buy their merchandise. That is completely unfair and unacceptable. Please assist me with this horrific matter. Below you will find conversation with customer service representative.
Business Response
Date: 01/17/2025
Hello ****,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your Klarna Balance.

We understand that you're reaching out in regards to having the $500.00 that you deposited to your Klarna Balance refunded - I can provide some additional information to you.

Funds deposited to your Klarna Balance are meant to be used for goods/services that are ordered through Klarna, or applied to any existing outstanding balances that you have with Klarna. The funds that are added to your Klarna Balance are nonrefundable and also cannot be redeemed for cash. We can see you have used your balance to make a payment already so great.

You can view the Klarna Balance Terms and Conditions here: ****************************************************************************************************************************

We hope that this information is helpful and we hope that you have a wonderful rest of your day!
Customer Answer
Date: 01/17/2025
***********: It was a human error in hitting the $500 Top-up. However, if there is no recourse in gaining the reversal, it is very unfortunate.

Regards,

**** *****
Initial Complaint
Date:01/15/2025
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.
Hello and thank you for taking the opportunity to help out! I wanted to please reach out because *** tried to resolve this issue with Klarna however have been unsuccessful There are two transactions that I am not familiar with on my Klarna account, I contacted them to dispute it, and I provided them evidence. Klarna themselves Saw that the person who used my account had it shipped to their own house with all their information and it does not match mine.They denied my claim and made me responsible for the fraudulent charges, even though the information did not match.The name, address, phone number, email, everything was completely different except they use my account for the purchase Klarna has not fixed it and sent it to collection where I was forced to pay
Business Response
Date: 01/17/2025
Hello *******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding orders Q3NFGGP2 and CTQHTQC4.

Our fraud department has looked into both of these orders multiple times and have found the orders to be legitimate. The shipping address matches various non-disputed orders as well. These orders have since been paid off in full and do not qualify for a refund. We are no longer able to dispute the matter as it has been disputed 7 and 5 times. We hope this addresses your concerns. Have a great weekend.
Initial Complaint
Date:01/15/2025
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.
I ordered a dress from **** *** ****** I used Klarna for payment plan I made a payment of 155.14 the dress cost 550 but with fees 620. The dress didn’t fit so I had to return it for a refund Klarna refuse to refund my payment to my bank card which the payment was paid from and opened a Klarna account to put my money end. When I requested my money I was denied my refund and was told I can not get it it had to stay in the account to use for further payments.
Business Response
Date: 01/16/2025
Hello ***** -

Klarna is in receipt of your complaint, ********, in regards to your refund for order ******** with **** ***** ****** being issued to your Klarna Balance.

An email was sent on September 2nd, 2024 when you activated your Klarna Balance, informing you that all refunds would be processed directly to your balance when you make a return.

Funds in your Klarna Balance are meant to be used to place a new order (pay the first installment with your balance) or to make payments on/pay off existing loans.

Due to having outstanding balances & active orders, your Klarna Balance is not eligible for a refund at this time.

We have attached a copy of the Klarna Balance User Terms for you to reference.

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at ******************

Customer Answer
Date: 01/16/2025
[stated on Klarna which I submitted for your refund to go to Klarna account you must activate it which I did not do. I also do not have a payment due until January 31 which is 15 days away.

Regards,

***** ********
Business Response
Date: 01/22/2025
Hi ***** -

Thank you for reaching back out.

Please refer to the email that was sent to you on September 2nd, 2024 in regards to your Klarna Balance being activated. It is stated that all refunds will be issued to your Klarna Balance for future transactions and payments.

You can also view the Klarna Balance Terms & Conditions here: ****************************************************************************************************************************

Customer Answer
Date: 01/22/2025
I am unable to use the funds in the account!

Regards,

***** ********
Initial Complaint
Date:01/15/2025
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.
On January 2, 2025 an order. Gift Card from ******** through klarna of 76.00 I paid 20.00 when I get the gift card and try to use it says I can’t use this gift card here, so I contact klarna and let them know of the issue and explain the situation, they contact me back with what is the problem. I let them know that the gift card I order was not the one they distributed. The one I order was from ******** and the one they sent me was nba store powered by ******** which is only to buy nba products. I send an image with the issues and they come back after that with the same email saying the same thing please provide blah blah. Honestly they customer service is atrocious and you can never talk with anyone all I want is my order to be fixed or a refund. I’m not gonna pay for something I didn’t asked. That’s all I want.
Business Response
Date: 01/16/2025
Hello ********* -

Klarna is in receipt of your complaint, ********, in regards to a gift card purchase with ********.

After reviewing your concern, Klarna has determined that you should not be held liable for this purchase since you cannot use the gift card on the intended website.

The remaining balance of $57.00 has been removed from the order and the down payment of $20.00 has been refunded as of January 16th, 2025. Please allow 5-7 days for these funds to populate in your account.

This order will now reflect as complete in your Klarna account with a balance of $0.00.

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at ******************

Customer Answer
Date: 01/16/2025

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

Regards,

********* ****
Initial Complaint
Date:01/15/2025
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.
I've attached all follow up emails regarding my interaction up until today Jan. 15 2025. I have not used Klarna since probably 2019 - when I got an email last month in December regarding a purchase of *** and ******** and an added card to my account. I don't use ***** as I have an android and no *** or a new card. I attempted logging in and wasn't able to. I confirmed everything and they won't let me in my account per it says I don't pass their security which is showing my face to my legal ID. Someone is using my account and I got an email stating I was denied another purchase which means credit was ran under my account that was not me. They have customer service but you have to be logged in to talk to anyone - I can't log in and I've told the people via email that multiple times in which they tell me to use their app. I just want my account closed because it's been hacked. My information is out there for someone else to obtain and use and Klarna doesn't seem to care.
Business Response
Date: 01/16/2025
Hello ******* -

Klarna is in receipt of your complaint, ********, in regards to your account being used without your authorization.

The AT&T order mentioned was confirmed as unauthorized. The remaining balance was removed from the order and the down payment of $233.74 was refunded on December 27th, 2024.

This Klarna account has been blocked/suspended, so it is not accessible.

To have the account fully deleted, please follow this link: **********************************. At the bottom of the page, click the drop down menu and select “delete my personal data.” From here, fill out the mandatory fields.
You will receive a confirmation email once the deletion is complete.
We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at ******************

Customer Answer
Date: 01/16/2025
I've received these emails before regarding in receipt of my message. This isn't a solution. My account is out there with someone else on it with my information on the account and I want resolution that it will be removed and closure of my account. Or at least the ability to sign in and solve my own account issues.

Regards,

******* ******
Business Response
Date: 01/23/2025
Hi ******* -

After reviewing previous communications, the account was not eligible for deletion while the unauthorized purchase was being investigated. Now that the investigation has been closed and there are no outstanding balances on your account, you are able to request for the deletion again.
Please follow the previous link that was provided to request this and you will receive a confirmation email as soon as your account is deleted. Again, the account has been blocked so it is not able to be accessed by anyone at this time.
Customer Answer
Date: 01/23/2025
I accept the business's response to resolve this complaint.

Regards,

******* ******
Initial Complaint
Date:01/15/2025
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.
Refund not completed by Klarna from my return of product to *********. See attachment for detailed information.
1. On Dec 7, 2024, I purchased 2 dresses from ********* for $136.50 and $120. Tax was $15.39. I used Klarna credit card ending in 3626.
2. Klarna recorded the 2 ********* purchases that included tax on Dec 7 as $144.69 and $127.20 2. I returned both items: - Item 1 for $144.69 returned to ********* Rack on Dec 13. Receipt shows full refund of $146.69 - Item 2 for $127.20 returned to ********* via ***** on Dec 16. Return shows posted on Dec 19, ***** # ************. Klarna emailed me and confirmed the recept on Dec 23.
3. Klarna refunded the $144.69 ad recharge me $17.49. ********* refunded the entire sum.
4. Klarna never refunded the $127.20.Request full refund of $127.20 + $17.49 that was charged back to my Klarna **** ending in 3626.I asked to investigate but the investigation did not resolve the refund. I need proof that the full refund from this order was posted on my Klarna **** ending in 3626. Thank. you!
Business Response
Date: 01/16/2025
Dear ********,

Klarna is in receipt of your complaint, ********, filed on January 15th, 2025.

In your complaint you stated that the dresses were purchased together on December 7th, 2024 in the amount of $271.89, and this was split into two invoices on your Klarna account; the first being $144.69 and the other $127.20. One of the dresses was returned on December 13th, 2024 and a refund of $144.69 was received to your Klarna Card, and the second dress was returned via mail and a refund of $127.20 was applied to the order balance on December 23rd, 2024. You also mentioned that there was a $17.49 charge added back to your order.

After reviewing your account, we can confirm that the refund of $144.69 was issued to your December statement because Klarna couldnt link it to your original payment plan. The refund of $127.20 was successfully linked to the original payment plan, adjusting the order total from $271.89 to $144.69.

The invoices are still split; one is $17.49 and the other is $127.20, totaling $144.69.

As there were no payments made on the order, the due date being February 16th, 2025, the full refund of $144.69 is considered to be overpaid. When refunded outside of your original payment plan, the refund is meant to be put towards the remaining balance on the order as Klarna is a third party payment provider who is reimbursed with your payments.

To have this order reflect as complete on your Klarna account/statement, please apply the refund of $144.69 to the invoices.

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at *********************************************************************;

Customer Answer
Date: 01/19/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22814473

I am rejecting this response because:
Based on the information on my Klarna account, the refund of $127.20 shows in process for more than 3 weeks and does not show on the refunded list. The only refund from ********* was the $144.69 and even this refund was cut short by adding back in $17.49. Please see the new attachment showing the proof for my request and Klarna not completing the refund!
ACTION: I am requesting that Klarna complete the refund from ********* for $127.20 and attach proof of both Nordstrom refunded charges back to my Klarna **** ending in 3626, Attach documentation here!

Regards,

******** ****
Business Response
Date: 01/22/2025
******** -
Thank you for your response.
In your complaint you stated that the dresses were purchased together on December 7th, 2024 in the amount of $271.89, and this was split into two invoices on your Klarna Card; the first being $144.69 and the other $127.20. One of the dresses was returned on December 13th, 2024 and a refund of $144.69 was received to your Klarna Card, and the second dress was returned via mail and a refund of $127.20 was applied to the order balance on December 23rd, 2024. You also mentioned that there was a $17.49 charge added back to your order.

After reviewing your account, although the merchandise was purchased in the same order, the merchant fulfilled the items separately, leading to two separate invoices/transactions. We can confirm that the refund of $144.69 was issued to your December statement because Klarnas system couldnt link the refund to your original payment plan. This means that this refund lowered your overall statement amount due on your December statement by $144.69 for a total amount due of $$1,649.10. The refund of $127.20 was successfully linked to the original payment plan, adjusting the order total from $271.89 to $144.69. As this order was split between two transactions, this lowered the amount due on the first transaction of $144.69 by $127.20, resulting in a remaining balance of $17.49 with the balance of $127.20 remaining on the 2nd transaction.

As the refund of $144.69 lowered the total statement amount due on the December statement, this paid for other transactions due.

When refunded outside of your original payment plan, the refund is issued to your overall statement balance, reducing the amount owed that month from other purchases, however, may not reduce the amount owed on a specific purchase. As the refund was issued to the December statement balance, this was used to pay for other orders in which a payment was due.

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at *********************************************************************;
Customer Answer
Date: 01/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22814473

I am rejecting this response because:
I asked Klarna to attach documentation proof showing the two refunds from the purchase made on 7 December: one refund for $144.69 and one refund for $127.20.
I attached the documentation from the merchant and from Klarna showing the missing $127.20 AND the add back in of $17.49.

ACTION THAT I NEED FROM KLARNA: ATTACH DOCUMENTATION PROOF WITH THE REFUNDS AS YOU STATE HERE.

I ASKED FOR PROOF OF REFUND MANY TIMES. UNTIL YOU SHOW PROOF OF REFUND THROUGH DECEMBER + JANUARY STATEMENTS, I CONSIDER YOU DEFRAUDED ME AND REFUSE TO FULLY REIMBURSE ME MERCHANT FULL REFUND RECEIVED IN DECEMBER.

Regards,

******** ****
Business Response
Date: 01/23/2025
Hello ******** -

We have attached the refund of $144.69 that was credited to your statement that was due on January 16th, 2025 and we have attached a copy of the email that was sent on December 23rd, 2024 confirming that a refund of $127.20 was issued to the order level, updating the remaining balance to $17.49.
Customer Answer
Date: 01/24/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22814473

I am rejecting this response because:
Thank you for finally sending the statement for December. It proves my claim. On December 7, I made 2 (TWO) purchases from *********: one for $144.69 and 1 for $127.20.
If you look on the statement you enclosed here, those 2 purchases from ********* are not showing on the December statement. Why?
Then on December 15, there is only 1 (ONE) return for $144.69. The second return for &127.20 is completely missing. Show me the proof with the 2 refunded amounts - on the statement! Please review my enclosed document that shows the proof for the 2 purchases and 2 refunds from Nordstrom!
Please escalate my request to the next level up. I need to review together this stratement against the proof that I submitted many times. Klarna refusal to escalate a request to find the missing payment is not acceptable and fraudulent. I need a phone call with video access to review these two cahrges and two returns with one refund showing.

Regards,

******** ****
Business Response
Date: 01/28/2025
******** -

Thank you for reaching back out.

The purchase for the two items from ********* were in a single order; they were subdivided into two invoices because the items were fulfilled separately, so instead of paying for the two items together in a lump sum, it was split to pay for each item separately as well. If you view this order in your app you will see the statements divided as -1 and -2.

The first item totaling $144.69 - the refund of $144.69 was issued to your statement balance as previously provided.

However, the refund of $127.20 was refunded to statement -1, which was originally $144.69, which left a $17.49 difference to pay.

As no payments were made on either statement, you were not due a direct refund. Because the $127.20 was issued to statement -1 and the balance of $17.49 was waived, you are responsible for the balance of $127.20 on statement -2. Again, no payments were made towards the order so you were not due the full refund of $144.69. Because this amount was deducted from your statement balance, you are responsible for making the payment of $127.20 towards statement -2 to have this order reflect as complete on your Klarna account.

Thank you.

Customer Answer
Date: 02/01/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22814473

I am rejecting this response because: Klarna refuses to provide complete and detailed statements that clearly show the two (2) charged purchases from ********* on Dec 7, 2025: one for $144.69 and the second purchase for $127.20. Also, Klarna refuses to provide clear statements showing the two refunded purchases that should show in green AND should have a +in front of the 2 refunds in amount of $144.69 + a second refund of $127.20. You are describing to me things that do not line up with the proof that I view on my Klarna statement. Please see the enclosed in this last rejection.
I request to speak with the escalation department and review together the hard evidence statements that should show very clear two (TWO) purchases and exactly the same two refunds!

Regards,

******** ****
Business Response
Date: 02/03/2025

******** -

Thank you for reaching back out.

This does not show as two separate orders, because the items were placed under the same order. The items were fulfilled separately, so they were split into separate statements, but part of the same order.

We have provided proof that $144.69 was issued towards the Klarna Card Statement Balance because it could not be matched to an order, and we provided a copy of the email that was sent informing you that the $127.20 was successfully applied to the order balance; but on the statement that was for the item in the amount of $144.69.

Due to both refunds being provided, there is currently no further refund due from Klarna, as both have been issued in full.

Thank you.

Customer Answer
Date: 02/03/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Dear Klarna,
You keep responding with stories and NO DOCUMENTED statements proving the credits listed and the clear refund with exact dates. I provided proof from what I see at my side of the statement as consumer.
I am asking that:
1) you provide attached complete statements for December 2024 and ******* detailing the credits and debits you tell me in stories!
2) escalate my request to speak with a level up on Klarna investigation side. Together **** need to review the same documentation that you will share with me here. This is common practice for companies and customers when disagreements on charges and refunds occur!
Complaint: 22814473

I am rejecting this response because:

Regards,

******** ****

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