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.

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

• 

  Klarna Inc.

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

• 

  Klarna, Inc

  P.O. Box 206487 Dallas, TX 75320

• 

  Klarna Inc.

  821 Broadway Fl 11 New York, NY 10003

• 

  Klarna Inc.

  PO Box 8116 Columbus, OH 43201-0116

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:12/27/2024

  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 have several issues with Klarna The first is I cannot make payment on my ***** ****** Purchase it said it failed but I have the money now its stuck on endless payment fail cycle, I cannot pay it at all. Some kinda if tech issue at this point. Issue 2 my refund for **** ******** was processed I am unable to upload the documents. Lastly I never requested a return on my ******** order but I am unable to correct this. Please get a working phone line. Your app is very poorly ran and it seems to be turning into a scam. We deserve a working customer service number otherwise we can be charged for anything.

  Business Response

  Date: 12/30/2024

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding three orders on your account.
  
  ***** ****** (********) - has a failed payment on December 18th, 2024. Unfortunately, the reason for the failed payment would have to be addressed by your bank. If the payment continues to fail we recommend using an alternate payment method such as another debit card, or if you would like instructions on how to send a check/money order payment those can be provided to you. 
  
  **** ******** (********) shows as disputed on December 5th, 2024 for “Return” however the store has not yet confirmed the return and the return details could not be provided for the dispute and it was marked as “no tracking information - due to lost tracking number” Unfortunately, the store will need to be contacted to inquire about the returned items. Should the store confirm the returned items were received, we ask that you get this confirmation via email so that it can be submitted to the dispute. 
  
  ******** (********) does not have any active disputes on the order, and has no mention of a return. If this order needs to be disputed for “return” we ask that you confirm this and reach out to the store for specific instructions on how to return any items back to them. 
  
  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: 12/30/2024

  I have tried different payments and they did not work either.
  
  Regards,
  
  ******* *****

  Business Response

  Date: 01/02/2025

  The order shows the payment is being tried on the Mastercard ending in ****, which shows as the same card  initially tried as payment on the order.  Please note that the payment method will need to be updated within the Klarna account settings AND the individual order. Below are steps to first update the card within the settings and next are the steps for updating payment for individual orders. 
  
  My Klarna > Settings > Payment Methods  which you have done, depicted in your screenshot
  My Klarna > All Purchases > click into order > payment setting at the bottom of your screen 
  
  Another option is that you may send check/money order payments. If you choose to use this option, all check payments should be mailed to:
  
  Klarna Inc.
      ** *** ******     ******* ** **********
  
  Check payments must include either the account number or order number on the memo line for it to be applied properly and efficiently. Orders on an account should always use the account number, not the order number.  
  
  

  Customer Answer

  Date: 01/03/2025

  I accept the business's response to resolve this complaint.The issue has been fixed.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:12/26/2024

  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 writing to file a complaint against Klarna regarding multiple unresolved issues. While I appreciate the financial support Klarna has provided, I am currently experiencing personal hardship that prevents me from making full payments as expected.Klarna did pause payments for some of my balances, but despite my repeated requests, they refused to pause payments for all of my outstanding balances. This lack of support has made it difficult for me to manage my financial situation.Most concerning, however, is that I was sent to a third-party collection agency without prior warning or my consent. This feels not only unfair but also potentially illegal, as I was not given a reasonable opportunity to address my balances directly with Klarna before being escalated to collections.I kindly request your assistance in resolving these issues, including setting up a reasonable payment plan and investigating the unauthorized involvement of a collection agency.

  Business Response

  Date: 12/30/2024

  Hello Laure - 
  
  
  Klarna is in receipt of your complaint, ********, in regards to having the payment plans on your account paused. 
  
  
  We do currently offer a Financial Hardship pause for a maximum of 6 months per purchase. For pay in 4 orders, this will pause your payments for 30 days for each hardship and for your financing purchase, this will pause the payments for 90 days for each hardship.
  
  
  Below we will address each order: 
  
  
  Order V5397H6Q with ******* This was placed on a 90 day pause on October 1st, 2024. The payment plan is scheduled to resume on January 28th, 2025. If you contact Klarna closer to the 28th, we can continue the pause for an additional 90 days. We do not want to cut your time short by closing and reopening it nearly a month in advance. Please note the additional 90 day pause will be the last pause allowed on this order. 
  
  
  Order H6F4B94T with ******: This was placed on a 90 day pause on October 1st, 2024. The payment plan is scheduled to resume on January 9th, 2025. If you contact Klarna closer to the 9th, we can continue the pause for an additional 90 days. We do not want to cut your time short by closing and reopening it in advance. Please note the additional 90 day pause will be the last pause allowed on this order. 
  
  
  Order B7T3NDWS with ******: This was placed on a 90 day pause on October 1st, 2024. The payment plan is scheduled to resume on January 24th, 2025. If you contact Klarna closer to the 24th, we can continue the pause for an additional 90 days. We do not want to cut your time short by closing and reopening it in advance. Please note the additional 90 day pause will be the last pause allowed on this order. 
  
  
  Order K0P34614 with ******: This order has been forwarded to the collection agency ********** as of December 17th, 2024. Since Klarna is no longer servicing the order, we are unable to make any changes to the invoice. To explore your payment options, please contact TrueAccord who can be reached at ************ or via email at ************************************.
  
  
  Order QQKT8XVM with Instacart: an email was sent on December 20th, 2024 informing you that the final balance of $47.50 (this includes your payment and a $7.00 late fee) is due on January 17th, 2025. Because a final notice has already been sent, we are unable to further pause the payments on this order. 
  
  
  Order 64JW5VXB with Macys: an email was sent on December 20th, 2024 informing you that the final balance of $42.98 (this includes your payment and a $7.00 late fee) is due on January 17th, 2025. Because a final notice has already been sent, we are unable to further pause the payments on this order. 
  
  
  Order R9N5PSRC with ******: an email was sent on December 27th, 2024 informing you that the final balance of $435.24 (this includes your payment and a $7.00 late fee) is due on January 10th, 2025. Because a final notice has already been sent, we are unable to further pause the payments on this order. 
  
  
  Order 0FB14ZRD with ******: This was placed on a 90 day pause on October 1st, 2024. The payment plan is scheduled to resume on January 7th, 2025. If you contact Klarna closer to the 7th, we can continue the pause for an additional 90 days. We do not want to cut your time short by closing and reopening it in advance. Please note the additional 90 day pause will be the last pause allowed on this order. 
  
  
  
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ************** or via chat 24/7 at *********************************************************************;
  
  

  Customer Answer

  Date: 12/30/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22733759
  
  I am rejecting this response because: it did not address the order for ****** with the balance of $343.56 that was sent the collection agency **************** 
   I request that all of my purchases, including the ****** purchase of $343.56 sent to collections, be paused for six months due to financial hardship. I am currently facing financial difficulties and need this pause to recover. I believe this solution is necessary to help me manage my situation.
  Regards,
  
  ***** *****

  Business Response

  Date: 12/31/2024

  Hi Laure - 
  
  
  Thank you for reaching back out. 
  
  
  The order that was sent to TrueAccord was addressed in the initial response, but we will attach it again in this response as well. 
  
  
  Order K0P34614 with ******: This order has been forwarded to the collection agency TrueAccord as of December 17th, 2024. Since Klarna is no longer servicing the order, we are unable to make any changes to the invoice. To explore your payment options, please contact TrueAccord who can be reached at ************ or via email at ************************************. 
  
  
  Not all orders have the option to be put under a financial hardship pause again; the initial response informed you of the dates that certain payments would resume, and advised that you contacted closer to the date so you could take full advantage of the timeframe of the pauses. 
  
  
  For the orders that have already been sent final reminder notices, we are not able to put those under an additional pause at this time. 
  
  

• Initial Complaint

  Date:12/26/2024

  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.

  Placed an order of $86.01 to ******* on Dec 16 and first payment of $21.50 was taken from my debit account. Returned order in full on Dec 26 and was sent an email that a refund of $0.00 would be sent. **************** *** on online chat was not helpful. I will never use this service again from the theft of the $21.50, I would not trust ever making an order that I can't return without being refunded.

  Business Response

  Date: 12/30/2024

  Hello ****** - 
  
  
  Klarna is in receipt of your complaint, ********, in regards to order X68WS1FB with Walmart. 
  
  
  When an order is placed using Klarna at checkout, there is a hold placed on the associated card in the amount of the first order due. Only when the order is processed by the store does the hold turn into a charge. 
  
  
  This order was cancelled before it was processed by *******, so the $21.50 that was showing on your statement was an authorization hold, not a charge for the order. 
  
  
  The order was cancelled on December 26th, 2024. From here, it can take 1-7 days for the authorization hold to fall off your statement. Its important to know that since this was not a concrete transaction, this will not appear as a refund/credit to your account. The pending amount will simply fall off/disappear from your statement as if it never happened. After 7 business days (from December 26th), you are no longer able to see the pending amount, this means that it has successfully been reversed back to you. Please keep in mind that this timeframe excludes weekends and holidays. 
  
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ************** or via chat 24/7 at *********************************************************************;
  
  

• Initial Complaint

  Date:12/26/2024

  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 am formally filing a complaint regarding violations of the Truth in Lending Act (TILA) by Klarna Inc. (the lender) and Agency *************** (the merchant). I believe both entities have engaged in deceptive practices that have negatively impacted my financial situation.

  I enrolled in a program with Agency ***************, which promised assistance in obtaining $50,000 in funding within 90 days. However, after enrollment, I discovered undisclosed hidden fees, including a backend fee of 10% on any funding received. This crucial information was not included in the initial contract or TILA disclosure, violating my consumer rights and the law. All terms must be clear and agreed upon by both parties.Klarna's handling of my dispute has further complicated matters.

  I clearly expressed my desire to cancel my order due to the undisclosed fees. However, Klarna inaccurately recorded my dispute as concerning an incorrect amount, rather than my cancellation request. This mischaracterization resulted in unfavorable decisions for me, allowing the merchant to continue its deceptive practices.The lack of transparency regarding additional fees constitutes a breach of TILA, which requires full disclosure of all fees and requirements in customer agreements. Fees that are not clearly stated are considered "hidden fees," violating disclosure requirements (Sec. *****. DECEPTIVE TRADE PRACTICES UNLAWFUL).

  Moreover, Klarna has failed to hold ********************** accountable for these violations, subjecting me to unfair and deceptive practices.

  Klarna also neglected to enforce its policies regarding disputes. When consumers return products or cancel services for a refund, Buy Now, Pay Later lenders must credit these refunds to consumers accounts.

  Instead, Klarna has placed the **** on merchants to issue refunds, which has contributed to the erroneous classification of my disputes.

   

  Business Response

  Date: 12/30/2024

  Hello ******* - 
  
  
  Klarna is in receipt of your complaint, ********, in regards to order M9GNKF9X with ********************. 
  
  
  In your complaint you stated that the order should reflect as cancelled and upon contacting ********************* you communicated your financial situation, specifically informing them that the funding was for your new business. From here, you were informed that they could assist with obtaining a minimum of $50,000 as advertised despite your existing credit obligations and your current financial situation; however, you were not informed that you would need to pay additional upfront and backend fees or promote/purchase a social media agency to access the $50,000 credit, which you believe to be misleading and deceptive. Agent ************** informed you that they are not willing to issue a refund because they do not want to damage their relationship with Klarna, but you believe ******************** is in violation of the Truth in Disclosure Lending Act and your desired resolution is for a full refund to be processed and your order to be cancelled. 
  
  
  
  
  After reviewing this order, we are able to see that there have been two disputes opened and investigated. 
  
  
  
  
  The first dispute was opened from December 3rd, 2024 through December 23rd, 2024. An email was sent on December 19th, ***************************************************** video and an explanation of why the goods you received are faulty. The only screenshot that was provided was an email from an agent from Agent ************** apologizing that you could not come to an agreement. An additional email was sent by Klarnas ****************** on December 23rd, 2024 informing you that the screenshot was not sufficient evidence and that the invoice was being reactivated. 
  
  
  
  
  The second dispute was opened from December 23rd, 2024 through December 24th, 2024. This dispute was closed because Agent ************** provided Klarna with proof that the invoice was correct. They also attached evidence of why the chargeback was invalid and a copy of the Terms and Conditions that were signed and agreed upon at the time of placing the order. We have attached a copy of their evidence with this response. You were informed via email on December 24th, 2024 that after reviewing everything provided by you and Agent **************, we are unable to support your claim at this time because the store has informed us that your claim is invalid and the invoice is correct.
  
  
  
  
  As a third party payment provider, Klarna pays the store in full on your behalf and we are reimbursed with your monthly payments. As Klarna has not received a refund from Agent **************, Klarna is unable to issue a refund at this time. We advise that you continue working directly with ******************** towards a satisfactory resolution, or provide the requested information in response to the email that was sent on December 23rd, 2024. 
  
  
  
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ************** or via chat 24/7 at *********************************************************************;
  
  

  Customer Answer

  Date: 12/30/2024

  Complaint: 22733567
  
  I am rejecting this response because:

  Klarna is not addressing violations and my right to cancel and ignored all evidence provided. I decided to cancel this transaction and submitted a cancellation request on 12/03/2024. Despite my efforts, I have not received confirmation of this cancellation, nor has it been processed in accordance with your stated policies. You have no govern law to not allow the consumer to cancel a transaction. I am the consumer that has the rights of cancellation and govern laws can not be ignored as this caused liabilities to the owner of the company.
  
  In your recent response, you indicated that the evidence I provided was deemed insufficient, yet no specific details were given regarding why it was considered inadequate. Furthermore, you stated that the merchant did not issue a refund to Klarna. However, it is important to note that under applicable consumer protection laws, including:
  
  - **Texas Business and Commerce Code ******* (Deceptive Trade Practices Act), which protects consumers against deceptive practices and ensures the right to cancel transactions.
  - **Truth in Lending Act (15 U.S.C. 1601 et seq.)**, which mandates clear and accurate disclosure of credit terms and cancellation rights.
  - ************************** (FTC) regulations**, which emphasize that consumers should not be required to wait for a merchant's refund for their cancellation to be recognized.
  - **The ************************************ (CFPB) regulations** effective in 2024, which require Buy Now, Pay Later (****) companies to handle transactions similarly to credit card companies, ensuring consumers have the same rights related to cancellations and disputes.
  
  As a consumer in *****, I have the right to cancel a transaction and expect a timely acknowledgment of that cancellation. To support my request, I attached the following documentation:
  
  1. A copy of my cancellation request including klarna chat and email correspondence and email correspondence with the owner of the Agency ************** **** ****** stating we could not come to agreement to further do business
  2. Any relevant correspondence between myself and your customer service team.
  3. The original transaction receipt.

  4. Laws mandating i the consumer can cancel a transaction regardless of the merchant decision. No services were rendered.

  I kindly ask that you review my request and provide a written confirmation of the cancellation as soon as possible. If my request for cancellation is still not acknowledged, I would appreciate a detailed explanation of your policies regarding transaction cancellations, as well as the relevant laws that govern them.
  
  Thank you for your prompt attention to this matter. I look forward to your swift response.
  
  Regards,
  
  ******* *****

   

  Klarna is ignoring the full information in the complaint. If they do not acknowledge govern laws, who can i contact also for further action?

  In klarna response, they indicated that the evidence I provided was deemed insufficient, yet no specific details were given regarding why it was considered inadequate. Furthermore, they stated that the merchant did not issue a refund to Klarna. However, it is important to note that under applicable consumer protection laws, including:
  

  - **Texas Business and Commerce Code ******* (Deceptive Trade Practices Act), which protects consumers against deceptive practices and ensures the right to cancel transactions.
  - **Truth in Lending Act (15 U.S.C. 1601 et seq.)**, which mandates clear and accurate disclosure of credit terms and cancellation rights.
  - ************************** (FTC) regulations**, which emphasize that consumers should not be required to wait for a merchant's refund for their cancellation to be recognized.
  - **The ************************************ (****) regulations** effective in 2024, which require Buy Now, Pay Later (BNPL) companies to handle transactions similarly to credit card companies, ensuring consumers have the same rights related to cancellations and disputes.
  
  As a consumer in *****, I have the right to cancel a transaction and expect a timely acknowledgment of that cancellation. To support my request, I  attached several pieces of evidence, of the request to cancel including the screenshot of the email correspondence with the owner of the company.
  
  If my request for cancellation is still not acknowledged, I am not receiving relevant laws or policies that govern them. 
  

  Customer Answer

  Date: 12/30/2024

  Klarna is ignoring the full information in the complaint. If they do not acknowledge govern laws, who can i contact also for further action?

  In klarna response, they indicated that the evidence I provided was deemed insufficient, yet no specific details were given regarding why it was considered inadequate. Furthermore, they stated that the merchant did not issue a refund to Klarna. However, it is important to note that under applicable consumer protection laws, including:
  

  - **Texas Business and Commerce Code ******* (Deceptive Trade Practices Act), which protects consumers against deceptive practices and ensures the right to cancel transactions.
  - **Truth in Lending Act (15 U.S.C. 1601 et seq.)**, which mandates clear and accurate disclosure of credit terms and cancellation rights.
  - ************************** (FTC) regulations**, which emphasize that consumers should not be required to wait for a merchant's refund for their cancellation to be recognized.
  - **The ************************************ (****) regulations** effective in 2024, which require Buy Now, Pay Later (BNPL) companies to handle transactions similarly to credit card companies, ensuring consumers have the same rights related to cancellations and disputes.
  
  As a consumer in *****, I have the right to cancel a transaction and expect a timely acknowledgment of that cancellation. To support my request, I  attached several pieces of evidence, of the request to cancel including the screenshot of the email correspondence with the owner of the company.
  
  If my request for cancellation is still not acknowledged, I am not receiving relevant laws or policies that govern them. 
  
  

  Business Response

  Date: 01/07/2025

  Dear *******,
  
  Thank you for reaching back out. 
  
  After further investigation, Klarna agreed that Agent Master Academys practices are deceptive and unethical. Klarna has approved a reversal at Agent Master Academys expense as of January 7th, 2025. 
  
  Once the reversal is finalized, the remaining balance of $5,292.39 will be removed from your Klarna account. Please allow 5-7 days for Klarnas systems to update for this to reflect on your end. 
  
  We can assure you that the reversal has been approved, and you will no longer be held responsible for the remaining payments that were due on this order. 
  
  We appreciate you taking the time to bring this to our attention, and we are glad that we had the opportunity to resolve this in your favor. 
  
  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: 01/07/2025

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:12/26/2024

  Type:Sales and Advertising 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 two gift cards from the company on 12/21/24, had not received either one via email. Then finally received three days later to not be able to obtain the gift card code. I have asked Klarna on numerous occasions to refund my money or provide active gift card codes. Neither has been done

  Business Response

  Date: 12/30/2024

  Hello ********, 
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding faulty gifts from Klarna.
  
  After reviewing your account we can see the orders have been disputed for faulty goods, however the gift card issuer “*********” will need to be contacted in order to resolve the issue. Please keep your evidence that shows the gift card as faulty as they may request this information from 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:12/25/2024

  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 an item from *** back on October 26, 2024. Klarna reference WZLG7Q0K. It was a fleece pullover and I received the item on October 31, 2024. I returned it the next day on November 1, 2024. I reported the return to Klarna and I provided them with the tracking number, and after about a couple weeks or so Klarna said that they had not received a refund from the Deckers brand. I reached out to the Deckers brand and told them about my issue and they told me that a refund has already been issued from their end and it should have been refunded to my original payment method. I had not made any payments yet for this item so I just wanted my payment plan to go away and for myself to not be held liable for paying for the item. I waited a little bit longer, and Klarna said they never received a refund and that I needed to reach out to the merchant. I reached out to the merchant again and they told me that they had already refunded the money and there is nothing that they can do. I reached out to Klarna about 4 to 5 times regarding this issue and they keep providing me with excuses as to why they have to have me pay the whole payment plan despite me providing them with proof multiple times as in the tracking number and screenshots of messages that I have had with the brand itself. They then sent me an email that they did receive a refund, but they applied it to another order that I had. But the order that they were referring to, I had returned items from that order as well, so it does not make sense for them to say that it was applied to the wrong order. They are continuing to hold me liable to pay the total amount of $136.30 despite me providing them with proof that I returned the item and the brand also declaring that they have received the item and they have issued their refund. Klarna is a disgusting company for refusing to offer me a courtesy payment cancellation as I have been a customer with them consistently for the past 3 years

  Business Response

  Date: 12/30/2024

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Deckers (WZLG7Q0K). 
  
  After reviewing your order we can see we have not yet received a refund. We need refund confirmation that shows the individual item refunded, the amount of the refund, the card type and last four digits of the card refunded. Once we have this information we will be able to investigate the refund in further detail. 
  
  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:12/25/2024

  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.

  This happened on 2/18/24. I was seeking to book an ****** using Klarna and was going to use my ApplePay to move forward. Rather than making it clear that ApplePay would not be accepted, the money was deducted from my account, then I was told that it was an unacceptable form of payment. I felt it was reasonable and was prepared to use another payment method, but it appeared the money was deducted from my account and Im being told that I need to wait seven business days for the authorization hold to clear. I do not understand why disclosure is not provided prior to letting someone submit payment, or Klarna simply does not accept the payment if they, in fact, do not accept ApplePay. I am now stranded during the holidays, due to the fact that theyve held this money in balance until the authorization hold passes. Again, if you do not accept ApplePay, why are you taking the payment?

  Business Response

  Date: 12/30/2024

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding an authorization hold. 
  
  At this time,  Klarna does accept ***** Pay. Klarna customers can add their ********************** cards to ***** Pay, allowing them to use ***** Pay as a payment solution on ***** devices. This integration enables customers to make payments using a digital tokenized version of their Klarna card stored in the Apple Wallet app. 
  
  Please note that if any authorization hold was placed on your Apple Pay account, 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
  
  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:12/25/2024

  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 placed an order at the company pretty little thing through Klarna. I reported that my package was not delivered December 4th. They refuse to refund me my money after I reached out multiple times and even talked to someone on the phone. They keep saying they have to investigate when I provided proof through emails with my initial complaint. They are investigating but havent reached out for more details and information from me. After I pay my remaining balance, I will not be using them ever again. They are no help and will let you get scammed.

  Business Response

  Date: 12/30/2024

  Hello Peyton,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with PrettyLittleThing (971LN99P). 
  
  After reviewing your order we can see the store issued a full refund on December 26th, 2024. Two refunds of $20.17 and one refund of $20.18 was issued to the **** ending in 4256. These funds should reflect in your bank account within 5-7 business days of the refund date. 
  
  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:12/24/2024

  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.

  This is again another incident where a return of mine is not handled correctly and Im still being charged for it. I submitted a claim for a coach one for 321 and know I am being charged for a macys one for ****** that was returned on Friday with another other that was correctly done. I need these two transactions canceled and refunded to me. This is beyond ridiculous at this point.

  Business Response

  Date: 12/30/2024

  Hello *********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding an order with Coach (3B5RCJT5) and an order with Macys
  
  After reviewing the Coach order we can see the order was initially placed under a Return dispute which issued a temporary credit of $80.29, which was the credit for the first payment of this order. The dispute was not closed with a refund from the store and so the payment plan was reactivated. 
  
  We kindly request that you send the order number for the Macys order that you returned and have not yet received a refund for. Once we have the order number we will look into this further for you. 
  
  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: 01/01/2025

  This includes the order number and I have also attached the return receipt from Coach Soho showing the FULL amount was refunded. No just 80 dollars. So I am NOT responsible for any charges for the order. It was refunded in FULL. I was still charged for the remainder of the order through Klarna. 

  Customer Answer

  Date: 01/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22728544
  
  I am rejecting this response because: 

  This includes the order number and I have also attached the return receipt from Coach Soho showing the FULL amount was refunded. No just 80 dollars. So I am NOT responsible for any charges for the order. It was refunded in FULL. I was still charged for the remainder of the order through Klarna. 
  
  Regards,
  
  ********* ****

  Business Response

  Date: 01/03/2025

  Thank you for your response. According to the return receipt provided it shows the refund was issued to the **** ending in 9305, however the One-Time Card used for the order was a **** ending in 1807. 
  
  Based on the information provided, it appears that the refund was not processed back to the Klarna order, but rather to an alternative payment method. In light of this, we kindly recommend checking all personal payment methods, including any cards linked to Apple Wallet. If you are still unable to locate the refund, the next appropriate step would be to contact the store directly to inquire about the status of the refund.
  
  

• Initial Complaint

  Date:12/24/2024

  Type:Service or Repair 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 bought a *** gift card using klarna and they never put the funds on the card. I went to *** the day i got the card and ordered popcorn and drinks. The total was for 42 and some change. The cashier scaned the card and an error message pop up. It cleared out the transaction she tried manually entering it samething got an error message. Called a ma ger same thing happened. *** told me to contact klarna. I contact them and they keep denying me after i sent them all the proof that shows the card being at zero balance. And the steps i have taken to get it resolved. Today a customer service representative said i had seven days to submit proof so i sent it today and he replys with since we didn't get the information we are resuming payments. I sent them 6 message with the proof and all the i fo he asked for.

  Business Response

  Date: 12/30/2024

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with *** Theaters (LGRSZ01P). 
  
  After reviewing your order we can see the order has been disputed a few times without a resolution. However, to get this issue resolved for you, the remaining balance of $51.00 has been written off. The payment of $13.50 has been chargeback/disputed and returned by your bank. This means all funds have been returned to you and no outstanding balance reflects for this order. 
  
  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: 12/30/2024

  [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,
  
  ****** ******