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.

  PO Box 8116 Columbus, OH 43201-0116

• 

  Klarna Inc.

  821 Broadway Fl 11 New York, NY 10003

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:04/04/2025

  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 have several orders placed with one time Klarna cards. One was for ****** ********* for $561.50 2/16/25. Order cancelled 3/15, no items rcvd. I notified Klarna of cancellation. I made ********* purchase 3/8/25 w/one time card for $178.48. No issues w/********* order. I made DSW purchase w/one time card 2/28/25 for $149.54. Damaged shoes returned to ***, was sent new pair, no money exchanged. Since 3/15 I have called several times & chatted many times on Klarna app to explain the situation and find out where my refund was for ******. I had made 2 payments for ******, $142.62 2/18 & $139.62 3/4. I wanted these 2 payments refunded and the remainder of ****** ********* cancelled and zeroed out. I had also made payment for an upgrade to ****** for $32.78 on my own credit card b4 cancelling, this was NOT on a Klarna card. First response from Klarna showed reduction in Ashley ********* amount for $32.78, no other changes and still no cancellation on items. I got a refund for one payment I'd made to the *********'s one time Klarna card for $46.12 3/24. I got an email from Klarna saying they'd received $558.50 refund from ****** ********* and put it on *********'s order, (there was NO ISSUE WITH THIS ORDER.) My Klarna account still shows that I owe ****** $246.48! How can Klarna use my refund from ****** to credit *********? I gave no authorization for this, was waiting on my 2 payments to be refunded and remaining balance for ****** to be removed ONLY. Today I got an email from Klarna about a refund from DSW and there was no issue with DSW. Klarna has made a total mess out of my account and I don't think any of this is correct. Klarna doesn't have the authority to take my refund from Ashley ********* and use it to pay off the ********* balance. The money should have come back to me! I want my account corrected and the refund and balances to be made correctly. As of now, I have no idea what I actually owe and what is owed to me. Attached are all emails and records.

  Business Response

  Date: 04/04/2025

  Hello ********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****** ********* (4C44B1FV).
  
  We have reviewed your concern regarding your refund and we have found that this matter has been correctly addressed at this time.
  
  The refund of $558.50 meant for this order was issued to your order Q13KX02V with *********. When the refund was issued by the store, it was directly issued to the virtual card connected to your virtual wallet. Therefore, the refund was issued to the latest created virtual card at the date and time of the refund, which was used for a different order. We did receive a $32.78 credit towards the Ashley ********* store order on March 17 though bringing the total to $528.72.
  
  Subsequently, order Q13KX02V was fully refunded for its total amount of $176.48, generating an over refund of $382.02. We can confirm that the due refund has been issued to the card linked to your Klarna profile at the date and time the refund was processed.
  
  Since the ********* order was settled and the payment was refunded due to the refund, that still requires payment. This is now included in the Ashley ********* balance. You made two payments towards ****** ********* ($142.62, $139.62) but one of those ($139.62) was charged back by your bank therefore the remaining balance is back up to $386.10.
  
  Total: $528.72
  Paid: $142.62
  Owed: $386.10
  Refunded: $382.02 (Over refunded amount), $176.48 ($46.12 Nordstrom Payment), $32.78 credit towards order
  
  At this time there are no additional refunds or adjustments due. Thank you and have a great weekend.

  Customer Answer

  Date: 04/05/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23159290
  
  I am rejecting this response because: You have no authorization to place my refund from ****** Furniture on another purchase!When I received my refund from ******, it should have gone to the correct purchase, not A DIFFERENT ONE! 
  
  Regards,
  
  ******** Small

  Business Response

  Date: 04/07/2025

  ********,

  This is not a Klarna doing, this is *****'s doings due to their end-to-end encryption which causes the refund to not be able to differentiate which added card to apply the refund to. We understand this is not ideal but the full refund has been credited and accounted for as previously broken down in our previous response. 

  Customer Answer

  Date: 04/08/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23159290
  
  I am rejecting this response because: I DO NOT HAVE ANY APPLE DEVICE'S and this is sloppy work from Klarna, you cannot blame it on an Apple device I do not have!  Furthermore the $32.78 refund from  ****** Furniture should not have been DEDUCTED from what I owe, that was supposed to be an ADDITIONAL REFUND for an upgrade I did NOT make on a Klarna card, but instead was made from my personal credit card! The total amount paid to ****** Furniture for an order that was CANCELLED was $558.50 on a KLARNA ONE TIME CARD, and an upgrade to the mattress, (CANCELLED) for $32.78 from my PERSONAL CREDIT CARD. The total paid to ****** was $591.28 total. That needs to be refunded to me instead of deducted from the Klarna card! 

  ****** refunded $560.50 PLUS THE EARLIER $32.78 = $593.28.  You paid off ********* with that for $178.48 and sent me $382.02 into my bank account for a refund, so with my 2 Klarna / ****** payments of $142.62 and $139.20 ($278.26), I should only owe $278.26 back for ****** remaining.
  
  Regards,
  
  ******** Small

  Business Response

  Date: 04/09/2025

  ********,

  You have been refunded $382.02 already although you have not paid that towards the order because there was an overrefund received on your ********* order for $558.50 on March 20. The $382.02 is to be applied to the order to reduce the amount owed. The merchant credited $32.74 (Although they already processed the full $558.50) on March 17. This would leave $143.74 to be paid which serves as payment for the ********* order. We are not able to waive the balance of the Ashley ********* order, which is $528.72 now that the $139.62 and $142.62 payments have been charged back by your bank. Thank you.

  
  

  Customer Answer

  Date: 04/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23159290
  
  I am rejecting this response because: There was no OVER REFUND, ****** refunded the correct amount of the one time card for $561.50, and Klarna should have applied it correctly to the Ashley ********* NOT *********. That being said they also refunded $32.78 to you and that is not to be deducted from the amount I owe, that is due to me. I cannot do this anymore with you because you have made my life h*** with this mess. I want the $32.78 deducted from the remaining balance on ****** I owe, that was not a gift to you. That was refunded to you by ****** along with the $560.50 which is $593.28 you received back. After that I want to be done with this and will accept the mess.
  
  Regards,
  
  ******** Small

  Business Response

  Date: 04/14/2025

  ********, 

  The reasoning for the way the refund was processed has been explained and broken down. We are unable to assist further as the order has been fully compensated as explained already.

• Initial Complaint

  Date:04/03/2025

  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 paid them on July 11 & in full on July 24, 2024 to use their ********** to process a transaction with a merchant. Klarna is failing to process a dispute with the merchant because they claim their system updates don't allow them due to it being over 180 days. Their system update isn't compliant with ********** dispute guidelines where a dispute can be initiated no later than 540 days but also within 118 days of date of delivery, which is my situation for not as described reason code for disputes, for March of 2025. The ********** provided for my purchase was used to buy a shirt and music CD/egg bundle. That package arrived in March after multiple delays, with the shirt missing and the music CD bundle not being of quality/scuffed/scratched. I've sent them that evidence that with March being within 118 days of date of delivery, they should have the ability to process a dispute per ********** guidelines. Klarna keeps pushing me to resolve with the merchant after I already provided them evidence that the merchant is no longer responding hence reaching out to Klarna as a last resort to resolve said issue. Attached are my conversation with a Klarna representative and screenshots w/ my conversation who the ************* bundle was brought from - who is no longer responding, as I've shown Klarna. If Klarna can't abide by the card issuer they're using, that isn't a consumer problem and warrants this complaint. If Klarna would abide by ********** policies and file the dispute, they could save themselves from potentially having to write off a charge for not being compliant w/ the card issuer.

  Business Response

  Date: 04/04/2025

  Hello Devin,
  
  Klarna is in receipt of your complaint 23159054. We appreciate your inquiry regarding the order, 9KX26426.
  
  We have reviewed your concern and as mentioned, we are not able to assist with disputing this order as the allowed 180 days for disputes has surpassed. We understand this is not ideal but this policy is standard for each consumer who disputes a Klarna order. At this time we are not able to process a refund. We were not able to locate any previous communication regarding this matter either. At this time we would consider this matter resolved. Thank you and have a great weekend.

  Customer Answer

  Date: 04/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23159054
  
  I am rejecting this response because: Klarna isn't in compliance with the ********** they are providing consumers as the protection of disputing a charge. **********'s policy allows transactions over 180 days old to be disputed as the delivery date of March 2025 is within 118 days for a transaction to be disputed. Also, Klarna's response is a contradiction as they state they told me they couldn't dispute the charge but says they have no record of communication w/ me (screenshot attached of communication with me). Klarna's negligence has also been documented within the Better Business Bureau's site to where they've had to write off the transaction as a courtesy to provide a refund themselves for them dropping the ball. 
  
  Regards,
  
  ***** ********

  Business Response

  Date: 04/07/2025

  Devin,

  Klarna follows our standard Buyer's Protection policy. We have attached this policy and you are able to review it here as well, ***********************************************************. You are welcome to dispute with ********** but the order would still be due to Klarna. Thank you and have a great day.

  Customer Answer

  Date: 04/11/2025

  [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:04/03/2025

  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.

  I made a purchase to fashion for$81.60 I emailed requesting status of my order and they informed me that processing time would be longer. On February 14th I emailed and canceled the order. Klarna is attempting to charge me for items not received and canceled order

  Business Response

  Date: 04/04/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ******* (********).
  
  We have reviewed your concern and the merchant has not provided a refund for the order. Instead they have provided us with valid tracking and this is not covered within our buyer's protection program. You can find the tracking listed below. We have found no reason to hold the merchant responsible for the order. 
  
  ************************************************
  
  Klarna is only the payment processor therefore we are not responsible for any shipping and handling of any goods or services. Our disputes team has investigated and resolved this matter. You will need to contact the merchant and/or carrier for further assistance. The remaining balance of $55.64 remains owed on the order. Thank you and have a great day.
  *******************************************

  Customer Answer

  Date: 04/04/2025

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

• Initial Complaint

  Date:04/02/2025

  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.

  April 1st 2025 $56.63 Canceled order through merchant and still got charged. I had to manually cancel everything through merchchant and the page in the app for ali ********* have the emails for proof.

  Business Response

  Date: 04/02/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with AliExpress (C3T05G82).
  
  We have reviewed your concern and there was a full refund processed by the merchant. The reason we have not refunded your payment is due to the payment being made via ACH which takes 10 days to process and be received. As a full refund was processed, once received, this will automatically refund back to you as the order would be overpaid. We are not able to expedite the processing time of the payments but rest assured it will be returned back to you. Thank you and have a great day.

  Customer Answer

  Date: 04/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23149280
  
  I am rejecting this response because:  it shouldnt of been charged due to the fact it was pending. Your policies do not fit what other businesses like ****** do  with pay in 4 if items were cancelled and never shipped . 
  
  Regards,
  
  Taylor 

• Initial Complaint

  Date:04/01/2025

  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 January 24th I ordered a bumper for my truck for $178.12 from Yzona Gear Shop using Klarna. I received an email with my confirmation number from the merchant. I paid extra for expedited shipping which was 3-7 business days.

  Two weeks go by and I have received nothing so I go to the website I bought the bumper from and call the number listed but for some reason the number doesnt accept voice calls so I send an email to the address listed.

  Days go by and Ive heard nothing. I send another email and still no response. I send yet again another email and still no response and Ive still not received my order.

  I contact Klarna and they start a dispute. A month later I finally hear from Klarna through email asking for screenshots and links to the website. I send it and the next day Klarna sends another email stating they havent received anything and give me a deadline.

  I send everything again multiple times but the only response I get back is they havent received anything and are restarting my payments.

  I call Klarna customer service again and they cant help me over the phone, disputes are only handled through email. They start another dispute, I wait another month and I finally get the email asking for proof. I send it to them and yet again I get an email stating they havent received anything.

  Business Response

  Date: 04/02/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Yzona Gear Shop (LN2L5N3Q).
  
  We have reviewed your concern regarding your order and at this time we have refunded your $91.04 to their original form of payment. Please note this can take 1-7 days to reflect on your end. We hope this addresses your concerns at this time. Thank you and have a great day.
  
  

  Customer Answer

  Date: 04/02/2025

  [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:04/01/2025

  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.

  On 12/11/24 I purchased a ******* E-gift card to be sent for a Christmas gift and the recipient never received the gift. I called Sephora and was advised Klarna would need to resend. I called Klarna and submit a dispute on the app and nothing was done! The money was withdrawn from my account and the gift card was never received!

  Business Response

  Date: 04/02/2025

  Hello Mya,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Sephora (848V3NWD).
  
  We have reviewed your concern and at this time we have refunded your $50.00 payment to its original form of payment. Please allow 1-7 days to see it reflected. We hope this addresses your concerns. Thank you and have a great day.

• Initial Complaint

  Date:03/31/2025

  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.

  Dear Klarna Customer Support,I am writing to formally dispute the collection status of an expense of $172.94, which was sent to collections on March 24, 2025. This matter is currently an ongoing dispute with the merchant, and Klarna has been made aware of ******* this charge remains unresolved and under dispute, it is improper for it to be sent to collections. I request that you immediately remove this expense from collections and ensure that my credit is not negatively impacted due to this issue.Please confirm in writing that the collection status has been removed and provide any further steps I need to take to resolve this matter appropriately. I expect prompt action on this issue and appreciate your immediate attention.

  Business Response

  Date: 04/02/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with *********** (BSB0JFD2).
  
  We have reviewed your concern and this was sent to collections as the payments for the order were not successfully being collected. The one and only dispute was closed and there was not an appeal dispute opened therefore the order was not paused and we were sending communication regarding the payments that were due. As time went by, the payment was added to the next due payment until the remaining amount was due in full and still not paid. We have attached this communication at this time. You are welcome to dispute the debt but as it is accurate, we are not able to remove it. Thank you and have a great day.

• Initial Complaint

  Date:03/30/2025

  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 am highly upset i have had Klarna for a few years never late on payments. My purchase power went up to over $1800.

  Today I recieve a random email advising me my purchase power was reduced to $18. I have spent thousands of dollars with Klarna so was absolutely stunned by this decision. I called customer service and every reason provided for how this would happen did not pertain to me. My credit is excellent, my income is well over 50k annually with proof. My oldest credit card is over 25 years.

  I'm not upset that they did this im upset that it was done randomly without reason. ****** canceled a item they were unable to deliver no fault of my own and one day later if it was even a day I got a reduced purchase power notification.

  I worked hard to get my purchase power up to where it was at. Also I freeze my credit report to prevent fraud if they are randomly running credit reports without notifying people that is absolutely baffling on its own. I need answers

  Business Response

  Date: 03/31/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your purchase power.
  
   We can see that your purchase power was adjusted based on our internal assessment criteria, which can change due to various factors, including but not limited to recent account activity and personal credit. 
  
  Our system regularly reassesses purchase power, and it may increase again in the future as you continue to use Klarna responsibly. Unfortunately, we cannot manually adjust purchase power as it is determined by our automated system as said previously there are various internal factors that play a part in this estimated spending limit.
  
  We would like to confirm that your purchase power was adjusted based on our standard procedures, and while we cannot manually change it, it may increase with continued responsible use of Klarna and personal credit as each order and purchase power update results to a soft credit check. Please ensure your account details are current and continue making timely payments to potentially see an increase in your purchase power again.
  
  Klarna values you as a customer, we hope this information is helpful to you and wish you a nice day.

  Customer Answer

  Date: 04/07/2025

  for many years I have been with Klarna making ontime payments and you used AI to determine that I am no longer worthy to pay based on an internal assessment. Did the internal assessment state that during the holiday season we were not only encouraged to use Klarna, but that you wouldn't allow us to make early payments to those purchases until a certain date. So no I don't agree with the response however I am just going to pay off my balance and take my business elsewhere. To a company that actually appreciates their long term customers and not using a bot to determine who is worthy or not. I never used my full purchase power so it's not the matter of using it, it's the matter of being treated fairly and respected by a company where I spend money at. I used Klarna for security on my purchases as you can tell by all the early and immediate payoffs, not because I didn't have the money. This is strictly about respect nothing more nothing less. I consider this matter closed no further action or replies needed.

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

• Initial Complaint

  Date:03/29/2025

  Type:Customer Service 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 tried contacting Klarna to pay my debt and to have late fees waived due to me being hospitalized and they advised me to reach out to three collection agencies to pay my debts.

  I spoke with ****** on 3/28 and he stated they would waive the late fees but the account is not with them and they would need to waive them. When I contact the collections agencies they stated they are just hired to assist, they dont get a break down and Klarna would need to waive them.

  I contacted Klarna back today and I noticed Klarna has me doing a run around at this point. Im going through a hardship and want to pay but they wont assist me. I suggested to call collections on a conference call for each but *** put me on a ****************************** that I have to call them myself and dispute it with collections. Poor customer service!

  I asked to speak to a supervisor but he refused to get one. A call center doesnt operate without a supervisor but *** did not try to de escalate and help someone who ill but still trying to pay snd settle. He advised me a supervisor would follow up but in the past they never call you back and give robotic responses.

  I dont know what to do. All I have is what I owe and the late fees are excessive its over $150 and I cant afford of that on top of what I have. I need help from the BBB.

  Business Response

  Date: 03/31/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding you wanting to remove the late fees from your orders as a courtesy.
  
  We have looked into this matter and we are unable to service the order once it has been given to a collection agency as our removal of the fees will not update while it is with the respective agency. You are able to dispute the debt and have it returned to us, where we then have the option to remove those. As long as those are not with Klarna though, we do not have the option to remove those late fees. As they were correctly applied to the orders, you have the option to pay the debts with the agencies or attempt to have those returned first. Please note those debts can take up to 2 weeks to be returned once the agency sends the details back over. Thank you and have a great day.

  Customer Answer

  Date: 04/08/2025

  [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:03/29/2025

  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 signed up for a free trial of Klarna + and the trial is set to end on April 2nd. This is when the billing period begins and 7.99 would be charged to my account.

  It is March 29 and I already am seeing the pending charge for Klarna + on my account. I did not authorize this charge.

  I contacted Klarna and they said they couldnt do anything about it and that I could cancel my trial and the charges would reverse.

  This is terribly wrong! I did not authorize the charge to pend 3-4 days before the trial ends! No other subscription has ever charged before the date it says. I a now having to wait until hopefully the charge falls off.

  Business Response

  Date: 03/31/2025

  Hello Kayleah,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your Klarna Plus subscription.
  
  After reviewing your account we were able to see that the subscription has been canceled and does not reflect on your 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 be released from pending and fall off of your bank statement. If the pending hold is no longer visible on your account that means that the authorization hold was successfully released. Thank you and have a great day.