Complaints

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

close

Find a Location

Klarna Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Klarna Inc.

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

• 

  Klarna Inc.

  PO Box 8116 Columbus, OH 43201-0116

• 

  Klarna Inc.

  821 Broadway Fl 11 New York, NY 10003

• 

  Klarna, Inc

  P.O. Box 206487 Dallas, TX 75320

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

• Initial Complaint

  Date:04/28/2024

  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.

  On April 17, 2022 at 6:33 pm I made a purchase for ******** ********. On April 18, 2022 I cancelled the purchase because I chose another airline. ******** ******** told me on 3 different occasions(2 times in 2022 and 1 time in 2023) that the amount was refunded back to card number ending in ****. That is the temporary that Klarna gave me at the time of purchase. So now it is April 2024 and I’m still being harassed by a collection agency because they said Klarna never updated my account. I need for Klarna to update my account and make this right.

  Business Response

  Date: 04/30/2024

  Hello *********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ******** ********.
  
  We have reviewed your claim regarding a refund said to have been granted by the merchant. We have not received this return credit and your order is now in collections with **********. This order is from April 2022 and we have not received any communication regarding the order until as early as March 2024.
  
  Due to the extensive length of time that has surpassed, we are not able to dispute the order as we are not able to conduct a proper investigation and the debt is no longer with Klarna. You will be required to contact ********** to explore your dispute options. They can be reached out directly using 1 (866 611 2731) or via email at ***********************
  We hope this addresses your concerns. Have a great day.

  Customer Answer

  Date: 05/01/2024

  I contacted Klarna prior to March 2024. I contacted them in 2022 before it even went to collections and also in 2023. I contacted the collection agency as well and they always refer me back to Klarna.
  
  Regards,
  
  
  
  ********* *****

• Initial Complaint

  Date:04/24/2024

  Type:Customer Service 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 a credit account with klarma but haven’t used my account since January 2024 in February 2024 they said I owed them over $500 for purchases from ****** and that the purchase was authorized by ****** however ****** has no record of the purchase on my account. In spite of this klarma persist with trying to get the money from me. I am not able to close the account because they won’t let me. They don’t have access to my bank or any debit/credit cards but they can hurt my credit unjustly. Also after filing the dispute I didn’t hear from them until they told me they were closing the case and I needed to pay them.

  Business Response

  Date: 04/29/2024

  Hello *******, 
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****** (********). 
  
  After reviewing your order we can see the order has been placed under multiple Unauthorized Purchase disputes. The statements for this order were found to be correct and the customer is liable for the payments for the order. As these orders have been disputed multiple times with the same outcome for each investigation, they cannot be disputed again. 
  
  For more information on the dispute outcome please reference the email sent by ********************. Please note that for security reasons, we are not able to provide any further details than what's provided in the email sent from *********************
  
  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:04/24/2024

  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.

  Don't call me, just send me an email and let me know that you resent the refund that I did not receive on April 23rd when my debit card was locked! I tried asking the agent and then asked to speak to a manager when I got the runaround, there must be a better way to get the refund issued again besides telling customers to wait 2 weeks and having to keep my card unlocked that entire time while I wait?! I always pay you on time or ahead of time, why should I have to wait 2 weeks for a refund and bicker with customer service agents who don't listen and refuse to help?? The transaction didn't go through because my debit card was locked!!!
  
  Refund sent on Apr 23 $25.43 for **********

  Business Response

  Date: 04/24/2024

  Hello *****, 
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the refund for the order with ****** (********). 
  
  After reviewing your order we can see the refund of $25.43 shows as successfully issued on April 23rd, 2024. The refund was issued to the Mastercard ending in ****. These funds can take between 5-7 business days to reflect in your account depending on your bank’s processing times. 
  You will be sent a separate email with the Acquirer Reference Number (ARN) for this refund. 
  
  If after providing this ARN to your bank they are unable to locate the refund, please request that they send you something in writing stating which refund they are unable to locate and please include the provided ARN number for the missing transaction. A written confirmation from your financial institution should clearly state that they are unable to locate the funds, or do not have a history of the refund. Written confirmation must also include the financial institution’s letterhead.
  
  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: 04/24/2024

  Klarna tried to send the refund on 4/23, but the debit card was locked so the refund didn't go through according to the error message that I received from my bank. 
  

  Last time this happened, I waited a week like you asked me to and then I still had to keep bugging you to reissue the refund because it never came like you claimed it would, so could we save all of the gaslighting and waiting and have you just reissue the refund right away this time around??
  
  
  
  ***** *******

• Initial Complaint

  Date:04/23/2024

  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.

  We purchased an E bike from URTOPIA online in January 2024 and returned it within a free 14 day return window. It was financed through KLARNA and they continue to charge us monthly for the bike. I have been in touch with customer service from both Businesses numerous times, and URTOPIA sent written confirmation that they will notify KLARNA to cancel and reimburse us. We provided a copy of this written confirmation to KLARNA and although they said they would investigate it I received no reply. KLARNA customer service sends me back to the beginning, saying I need to contact URTOPIA. KLARNA is refusing to acknowledge the communication we sent them. My bank has advised me not to cancel the debit card that I have on file with KLARNA because they could then indicate I am past due and mess up my credit. We have and continue to contact both businesses every two or three weeks to follow up. It is becoming evident that they will continue to ignore us, and I’m not sure what to do now. I’ve attached documentation of the return which has been given to KLARNA & a few of the very frustrating exchanges with their customer support, Thanks in advance for support and advice you can provide .

  Business Response

  Date: 04/23/2024

  
  Hello ********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with New Urtopia (3ZNCJGTQ-1).
  
  After review, we are not able to see any previous contact regarding this order. We will get this properly disputed so our Disputes Resolutions team can take a look into this return for you. We are able to confirm that the merchant has not processed a return credit for your December 28, 2023 purchase as of today, April 23, 2024.
  
  You will receive an email asking for more detail regarding your order. Please provide the return tracking, all communication with the merchant and any other evidence you think is needed to resolve this matter.
  
  We hope this addresses your concerns for the time being. You will be contacted via email by our Disputes Resolution team once there is an update. 
  
  

  Customer Answer

  Date: 08/23/2024

  
  Cmp/ReviewGEORGETT ****** - Voicemail box 135
  Attachments
  1:55 PM (14 minutes ago)
  to me
  
  GoTo logo
  You received a new voicemail message
  Info New voicemail message
  Time: Friday, August 23 2024 1:53 PM
  From: Cmp/ReviewGEORGETT ****** **************
  Duration: 32 seconds
  Voicemail box: 135
  Transcript:
  Hi, *********. My name is ******** ********* and my complaint number, I'm hoping the case is still open, is case number **********. My phone number is ************ and I'm just calling to follow up because my case has not been fully resolved, although the business claims that they are working on it. So I look forward to your return call. Thank you so much. Bye.

  Customer Answer

  Date: 08/26/2024

  Hello,  I have been working with Klarna and they have only partially resolved the issue.
  
  The situation is this - the company I purchased & returned product to (New Urtopia and financed through Klarna) told me that Klarna charges a cancellation fee of 13% and they withheld $227.50 from my refund.  When I spoke again with Klarna on 6/26, they said there is no cancellation fee and escalated the issue to the investigation team.  The investigation team rejected the claim stating it was more than 60 past the purchase date.  They know I filed the original complaint in a timely manner, this was acknowledged when I spoke with customer service.  *****, has not replied to my follow up emails.
  
  So frustrating!!  The only time I received cooperation and resolution is when the BBB complaint was filed.  So please take action on this again and let me know if you need any further details.  
  
  Thank you,  *********************************

  Customer Answer

  Date: 08/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21613093
  
  I am rejecting this response because:

  The company I purchased & returned product to (New Urtopia and financed through Klarna) told me that Klarna charges a cancellation fee of 13% and they withheld $227.50 from my refund.  When I spoke again with Klarna on 6/26, they said there is no cancellation fee and escalated the issue to the investigation team.  The investigation team rejected the claim stating it was more than 60 past the purchase date.  They know I filed the original complaint in a timely manner, this was acknowledged when I spoke with customer service, and have not replied to my email.

  
  So frustrating!! 
  Regards,

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

  Hello,  I have been working with Klarna and they have only partially resolved the issue.
  
  The situation is this - the company I purchased & returned product to (New Urtopia and financed through Klarna) told me that Klarna charges a cancellation fee of 13% and they withheld $227.50 from my refund.  When I spoke again with Klarna on 6/26, they said there is no cancellation fee and escalated the issue to the investigation team.  The investigation team rejected the claim stating it was more than 60 past the purchase date.  They know I filed the original complaint in a timely manner, this was acknowledged when I spoke with customer service.  *****, has not replied to my follow up emails.
  
  So frustrating!!  The only time I received cooperation and resolution is when the BBB complaint was filed.  So please take action on this again and let me know if you need any further details.  
  
  Thank you,  *********************************

  Business Response

  Date: 08/27/2024

  ********,

   

  Due to the time that has passed since the May 7, 2024 refund, we are not able to further assist. You will need to contact the merchant to explore any possible solutions. We do not have any fees as we are not apart of the merchant's policies. If their policy requires fees, that is to their discretion. At this time the statement is accurate and we will not be able to dispute this any further. Thank you.

  Customer Answer

  Date: 08/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21613093
  
  I am rejecting this response because:

  Klarna is collecting the 13% fee that should not have been applied to our purchase.  Because the purchase was returned in the "free return period" the funding/charges with Klarna should never have been initiated at all, and if so only the return shipping & restocking fees. My request is that Klarna contact Urtopia advising them to remove the 13% cancelling fee mentioned in this email pasted below.  I have asked Urtopia to cancel the13% Klarna fee and they said only Klarna can make that request. 
  

  Below is the reply from Urtopia.

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

  Ding (Urtopia)
  May 28, 2024, 10:47 GMT+8
  Dear ********,
   
  Thank you for your feedback. The rest amount is the 13% cancelling fee of Klarna which is also showed on the purchase page. The order purchased with Klarna needs to pay 13% of the total order amount when returns.

  My follow up with Klarna was on June 26th with the response below.  This claims it has been too long since the complaint issued & the agenda I spoke with by phone acknowledged that it wasn't :

  *******************************
  Klarna 
  From:********************************************
  To:*****************
  Wed, Jun 26 at 12:23 PM
  
  Hello, *********************************
  
  Thank you for contacting us. We value customers like you and take your privacy and security seriously. However, we regret to inform you that Klarna is unable to take liability for these disputes. Klarna's fraud liability protection (*********************************************************************) states that you must make your claim within 60 days of when the disputed orders/charges took place. As the orders you have disputed are outside this window, we must deny your claim and restart the normal billing process. Klarna cannot take liability for this order. 
  
  We extend our sympathy for any inconvenience this may cause. This inbox is not monitored.  
  Kind regards,
  ******************
  Klarna Dispute Investigations Analyst.

   

  Thank you.
  Regards,
  
  *********************************

• Initial Complaint

  Date:04/22/2024

  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 a dispute with them that has been ongoing since march. They charged me for an items that I had already paid for using my debit card. They have a one time card option through ****** and it was an issue where they thought they had paid for the items purchased through ****** when I have the invoice showing that I had paid for the items using my personal debit card. They have been charging me every two weeks $70 and I have talked to the claims department and I have spoke with many different representatives and no one is wanting to give me a refund despite me having the proof that I do not owe them anything. They owe me $273

  Business Response

  Date: 04/23/2024

  Dear *****, 
  
  Klarna is in receipt of your complaint, ********, in regards to order ******** with ******. 
  
  When using a one-time card, Klarna is a third party and only receives the final purchase information that the store shares with us. Klarna does not receive ******-specific order numbers or the items in your final order. Klarna's system can read your shopping cart at the time the one-time card is created, these are the items that appear under your Klarna order summary, any changes made to your shopping cart after this time will not be reflected in the Klarna app.
  
  Klarna only receives the final charge amount and the associated charge ID, only successful ****** orders generate a 9-character alphanumeric charge ID. The only way to determine the items associated with this charge is to contact ****** with the charge ID. Since ****** is not a partner of Klarna, the invoice description/order details on our site may not display the correct items. That is why you have been charged by Klarna based on the charge details provided below, not based on the items Klarna displays under the order summary.
  
  I have checked your One-time card, VISA ****, in our system and can verify you have been charged for the following: 
  
  - **** **** ** charged $124.29 on February 28th, 2024 for your order with charge ID *********
  - **** **** ** charged $139.18 on February 27th, 2024 for your order with charge ID ********* &
  - **** **** ** charged $8.55 on February 27th, 2024 for your order with charge ID *********
  
  You will need to reach out to ****** with the charge IDs that were provided for further information about which items were ordered. 
  
  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: 04/24/2024

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

• Initial Complaint

  Date:04/21/2024

  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 purchased an item from Under Armour on January 27th. I returned the item on March 23rd. The amount of the item was 55.65. I have the original receipt. Under Armour refunded Klarna for this amount. I have a copy of the email stating the amount was refunded to the company who provides their one time cards. Klarna tells me they do not have the money and that the number on the card does not match their records and they will not refund the money. They have told me to contact Apple because the card was initiated in my Apple Pay wallet. I did contact Apple and the money was not put back in my wallet. They will not refund my money and I have proof that it has been refunded to them. I want my money back!

  Business Response

  Date: 04/23/2024

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Under Armour (CBXKDWQF)
  
  After reviewing your order we can see the store has not yet issued a refund to the order. In order to get the refund location investigated a dispute has been placed on this order. Once the case has been escalated to a member of the Resolution team, they will pick up the dispute, review the order, and email you with their findings and the next steps. 
  
  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: 04/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21605321
  
  I am rejecting this response because:   They put the payments on hold.  I have already paid in FULL the amount refunded.  
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 06/13/2024

  Klarna indicated that they needed to look into this and would let me know something in 10 days.  I sent them the information on May 20th and still have not heard anything from them.  They are holding my $55.  They have already been reimbursed for the amount.  I would like to get my money back as I have returned the item.  Thank you.  ***************************

  Business Response

  Date: 06/20/2024

  Thank you for your response. As of today June 20th, 2024 Klarna has still received no refunds from the store for this order. However, as a one-time courtesy on behalf of Klarna, $55.65 has been issued back to your Mastercard ending in 2928. These funds should reflect in your bank account within the next 5-7 business days. 

  Customer Answer

  Date: 06/22/2024

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

• Initial Complaint

  Date:04/21/2024

  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.

  02.28.2024 - I disputed a ******* purchase made through Klarna with my bank (***** ****) and chargebacks were sent in the amounts of $72.10, $74.50 and $72.10 to Klarna.
  
  03.18.2024 - Klarna claims to have sent a refund to my bank of $72.10
  03.21.2024 - Klarna claims to have sent a refund to my bank of $74.50
  03.25.2024 - Klarna claims to have sent a refund to my bank of $69.20 (lower than $71.20)
  
  ******* did not provide a refund to me by March 26 and Klarna demanded that I pay back $215.80 sent to my bank which I did on March 27, 2024. My bank is now claiming that Klarna never released funds to them and my account is being deducted these funds again. In my request to resolve the matter, I was asked to get proof from Klarna that the credits were sent. I have repeatedly called Klarna with no resolution and spent hours trying to do so. Klarna has not provided any assistance.

  Business Response

  Date: 04/23/2024

  Hello *********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ******* (********). 
  
  After reviewing your order we can see the order received the final payment of $72.10 on December 9th, 2023, however all the payments were chargeback/disputed with your bank between March 18th-22nd, 2024. When a payment has been chargeback/disputed their bank withdraws the funds from Klarna and returns them to the customer. This deducts the chargeback amount from the order paid with Klarna. With all four payments being returned by your bank the order’s entire balance became due to Klarna. A card payment for the entire $215.80, posted on March 27th, 2024. The store then issued a partial refund of $144.60 on April 16th, 2024 which was returned back to your Visa ending in 7008 and then two more refunds of $72.30 on April 17th, 2024 also issued to the same Visa. 
  
  This means the entire order was refunded after the chargebacks and payment of $215.80 posted, and so no further refunds are owed to 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:04/20/2024

  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.

  No able to use purchase power, per what I was told by a representative! No one will transfer me to supervisor a team leader anyone that can help! Here different things from everyone!!

  Business Response

  Date: 04/22/2024

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your denied purchases. 
  
  As you may already know, there is a past due balance on your account from your ****** purchase, ********. This order has a balance that has not been paid in full yet so Klarna is not able to approve any new orders until it is paid and the payment has settled.
  
  We hope this addresses your concerns. Have a great day.
  
  

  Customer Answer

  Date: 04/25/2024

  
  
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:04/19/2024

  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 placed an order at ******* on April 1st. The order number from ******* is ****************** I used Klarna's pay in four plan to pay for this order. Only one item from this order was delivered and I canceled the remaining items. Klarna says that I still owe them for the full purchase even though the order was canceled. I contacted ******* and they said that I was only charged $15 for the item that I got, but Klarna says that I still owe them $80 and they have not heard anything from *******. I tried to submit proof to Klarna about the order being canceled but they ignored the information and they still claim that I owe them the money.

  Business Response

  Date: 04/22/2024

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ******* (********).
  
  After review, the merchant has charged your created one-time card for $79.83 ($1.00 Klarna service fee *$80.73) and there are no refunds processed to the card ending in ****.
  
  We will dispute this so our Disputes Resolutions team is able to further assist with the matter. There will be an email sent out that requires you to fill out evidence needed to get the initial investigation started. If this is not responded to within 7 days, the dispute will close automatically and the payments will resume.
  
  I hope this addresses your concerns for the time being. Have a great day.

• Initial Complaint

  Date:04/16/2024

  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.

  This company is a third party company that is like ****** that provides payment support to other businesses. It has not been helpful plus it has charged by card twice for a fraud item and will not reimburse the money they took from me.

  Business Response

  Date: 04/17/2024

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with *************** (********). 
  
  After reviewing your order we can see the order was placed under two different “Unauthorized Purchase” disputes. The statements for this order were found to be correct and the customer is liable for the payments for the order. As these orders have been disputed multiple times with the same outcome for each investigation, they cannot be disputed again. 
  
  For more information on the dispute outcome please reference the email sent by ********************* Please note that for security reasons, we are not able to provide any further details than what's provided in the email sent from *********************
  
  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: 04/24/2024

  I tried to place an order for what I thought was a shed through the website ************************** 

  Within moments I received an email from Klarna for an order that did not have to do with that website or item I ordered but through a company called ******* ****** *************************** 

  Photo shows what I thought I ordered, and photo number 1 is what put through klarna and on my card because it was a fraudulent website.

  I immediately called Klarna who said to process claim through my bank, which I did do. Klarna then turned my one charge into a recurring charge which I did not authorize. I proceeded to call Klarna again. They stated my bank did a chargeback for the original order and that is why they charged me again. I called my bank and they had no idea what Klarna was calling about.

  I filed a fraudulent claim with claim with Klarna and they declined it and said it was all authorized and then proceeded to charge me a third time and once again stated my bank did a second charge back which they did not do.

  I filed another claim with Klarna and my bank and canceled my card. I even had ******* call 3 way into klarna with me stating that i ordered nothing from and I took a picture of ******* website because they do not accept Klarna as a payment option. Klarna declined me again saying I owed the money. Then klarna tried to give me fedex tracking information.

  The fedex tracking information does not give a full address and the picture of the home that it was delivered to is not my home. I have attached their picture and photo of my house from google maps. As you can see from the picture there is some weird almost closet looking doors in the top left corner of the photo but my house in photo does not have that and i do not own a black vehicle as shown in photo. There are many other differences in the photos I can point out but shouldn't need to.

  The phone call all alone to ******* should have been enough to show fraud but Klarna will still not help me. They would be willing to talk to anyone at truist if needed as well. The owner of the company is Jerry and the manager is *******. They have been more than helpful even when Klarna has not been. They said I am not the only one they have received a call from about another website using them for fraud.

  Instead of going after ******* homes. Klarna should be going after this ******** ****** but they will not listen.

  Klarna is breaking consumer laws by stating ****** has completed 2 chargebacks with they have not.

  All photos are here as proof as what I’m speaking of. My bank states they have not see this level of fraudulent activity in a while and Klarna should be more helpful in this situation.
  
  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 04/24/2024

  Hello *****,
  
  Thank you for your response. As a courtesy on behalf of Klarna the payment of $563.00 has been refunded back to your Visa ending in ****. These funds should reflect in your bank account within the next 5-7 business days.