Business Profile

Payment Processing Services

Klarna Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,609 total complaints in the last 3 years.
951 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:06/22/2023
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 have been dealing with this for over a year and I paid $69.46 for an **** order that only cost $83.36. I returned this car part back to ****, yet klarna never wanted to refund me, after numerous amounts of calls to them they still turn around and send me the credit bureau lying saying that I never paid these $69.46 that they never would correct, they sent me to the credit bureau fraudulently, because it shows on my payments that I have paid, but they never would correct it just recently they charged me a $7 late fee then they sent me to the credit bureau when they are the one who would not correct this and I sent the item back to ****...haven't allowed me to use klarna since December 2022...and still haven't contacted me after over 100 calls to klarna...also back on 3/24/23 a supervisor contacted my email stating I do not have to pay anything as you can see from the screenshot they still never corrected this and still sent me to the credit agency
Business Response
Date: 06/22/2023
Hello ******,

We appreciate your inquiry regarding your order ******** from **** being faulty.

We absolutely understand your frustration regarding this order. It may be good to know that while this order was sent to collection in April, Klarna does not report to the credit bureau so this would not reflect on your credit report.

Typically we would need the merchant to first refund the order before we would be able to refund your payments for you. However we want to make up for your experience for you. We have now written this order off and refunded your two payments of $13.89 and $13.90 back to your Visa card ending in ****. Please allow up to 5-7 business days for this refund to reflect in your account.

Your other payment of $41.67 was disputed through your bank on March 2nd, 2023 because the "product was unacceptable". On April 6th, 2023 this amount was charged back to your Visa card ending in 0038. Since this was charged back we are not able to refund this payment since it was already returned to you. We hope this helps!

For any future questions, we invite you to navigate the Klarna app and our FAQs!

Have a Smoooth Day!
Customer Answer
Date: 06/22/2023
I am rejecting this response because:

Regards,

****** ****
i didnt reject in a negative way....I thank you very very very much but that bank card has been closed since 2-13-23 ...and i have not received the $41 and not going to receive the $26 but thank you for closing this issue will i be able to shop back with klarna and what can i do to get my money back cause that truist account was closed on 2/13/23...this bank has taken money from me from other merchants but i have not received it bank how would i get my money..cause the account is closed since february 2023
Business Response
Date: 06/23/2023
Hello ******,

We appreciate your replay regarding your refund. We will have a specialist reach out to you as soon as possible. They will be providing some tracking numbers for the refunds since they show as successful on our end. The email may end up in a junk or spam folder so please watch out! We hope this helps!

For any future questions, we invite you to navigate the Klarna app and our FAQs!

Have a Smoooth Day!
Customer Answer
Date: 06/23/2023

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

Regards,

****** ****
thank you for your assistance you have been wonderful
Initial Complaint
Date:06/20/2023
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.
Klarna refuses to correct my account! Klarna is charging me for 2 pairs of shoes when I only completed an order for 1! I originally ordered 2 pairs of shoes but only 1 pair checked out. The shoes I purchased were $96.08. The other pair I wanted were $110.00. The second pair of shoes were cancelled. KLARNA however is still charging me for both shoes in the amount of 213.51! I have called them a total of 4 times to correct the issue. I have even conferenced called them with the shoe store on the line.
They (klarna) said they would send me an email so that I could provide them with my documentation. THEY HAVE NOT SENT ME AN EMAIL TO RESPOND TO YET! I conference called them with footlocker on 6/16/2023. Now today 6/20/2023, they are telling Footlocker that they can't correct the issue without the customer on the phone. I just spoke to them with the shoe store on the phone on Friday & they didn't fix ANYTHING. I feel like they are attempting to defraud me. Please help this navy veteran with this nightmare that I'm being subjected to!
Business Response
Date: 06/27/2023
Hello *******,

We appreciate your inquiry regarding your order ******** from Foot Locker.

After reviewing your order we do see where this order did originally have a total of $213.51. However, the merchant only captured a total of $96.08. The remaining $117.43 was not captured by the merchant and thus you are not making payments toward that uncaptured amount. Since you have made payments totaling $53.37, you now only have $42.71 remaining. Your payment plan does reflect this total as well:

6 July - $14.23
20 July - $14.24
3 August - $14.24

We hope this helps!

For any future questions, we invite you to navigate the Klarna app and our FAQs!

Have a Smoooth Day!
Initial Complaint
Date:06/17/2023
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.
June 5, 2023 made two purchases from ****** in the amount of $32.09 each for a total of $64.18. ****** Order # *******************. Description PYL Women's Two Pieces Outfit, Sleeveless Blazers Jacket with Shorts Suit Set Button Down. One was small, one was medium. Both were returned and refunded. I can see on the Klarna app both refunds were made on June 16, 2023 but only one applied to Klarna Order Reference ********** . The other order REFERENCE ********** one says “we could not link refund to original payment. I’ve called several times trying to resolve this issue because they are charging me $32.09 still even though it was refunded. When I call Klarna they offer very little assistance and all they offer is to escalate the issue and I’ll be contacted via email but the emails offer no solution other than me contacting Amazon. Which I’ve done but ****** has refunded all the $64.18 in 2 separate transactions of $32.09 EACH.

1. Klarna reference order # **********
refund tracking UPS GROUND ****************** *. Klarna reference order # **********
Refund tracking UPS GROUND ******************
Business Response
Date: 06/21/2023
Hello *****,

We appreciate your inquiry regarding your order ******** from ****** not reflecting your refund of $32.09.

We have reviewed your purchase and have located this refund and reallocated this to your order for you. This order, ******** from ******, now reflects as paid in full with a $0 balance. We hope this helps!

For any future questions, we invite you to navigate the Klarna app and our FAQs!

Have a Smoooth Day!
Initial Complaint
Date:06/15/2023
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 applied for credit and was denied and they sent me an email stating:

Hi ****,

The card VISA •••• was added as your primary card for future purchases with Klarna.
The email referred me to customer service, however there is no way to reach customer service without signing up on their website. After the scam of keeping my card info in their files, I do not trust them with my "sign up" information
Business Response
Date: 06/16/2023
Hello ****,

We appreciate your inquiry regarding your card being stored on your file.

When you apply for a purchase through your Klarna, you add your card to your account in case your order is accepted so your payments can be deducted. According to the Terms for Klarna Shopping Service which you agreed upon when applying for your order, you agreed that any funding source you add may be saved to your Klarna User Account until you edit/remove it from your Klarna User Account or if the Klarna User Account is deleted.

Since you had already applied for an order and were denied, we already have your information on file so you could contact our customer service either by website, app or by phone at 844-KLARNA1 (844-552-7621).

We are not able to manually remove your card from the system. However, if you would like us to delete your account please feel free to either confirm your data deletion here or you may also reach out to our customer service agents who can help you submit your account for a data deletion. We hope this helps!

For any future questions, we invite you to navigate the Klarna app and our FAQs!

Have a Smoooth Day
Initial Complaint
Date:06/06/2023
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 have been disputing this with the merchant and Klarna since April 6th, I ordered this dress from a company, Long story short I received the dress it has damaged and it also was too small it was 1 size fit all, The only dress I liked on the site. The store is forcing me to get a store credit which I am not accepting due to me only liking one dress on the site and I need a dress for June 18th. The credit I can use to up until a year, but it is nothing that I like on the site and with the attitude I keep receiving from the merchant. I been going back and forth with the merchant who stopped responding to me via email on May 8th about this issue. I am not paying for a product I do not have, nor a store credit I would NEVER be able to use. When telling Klarna my issues, all they tell me is to talk to the store...the store isn't helping me. AT ALL. I need this order off of my account, I refuse to pay for something I will not use. I have been using klarna for a very long time and I never had a problem until now.
Business Response
Date: 06/07/2023
Hello *******,

We appreciate your concern regarding your order ******** with *******.

We have reviewed your purchase and we are able to see where the merchant is unwilling to provide a refund for your order since all sales are final and the store has also issued a store credit. However, as a courtesy for you we have now written off the order for you and no further payments are due. Since your one payment of $49.50 has already been refunded to your Visa card ending in 2416 on April 21st, 2023 no further refund is due at this time.

We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate you reaching out and hope you have a great day!
Customer Answer
Date: 06/07/2023
I accept the business's response to resolve this complaint.

Regards,

******* *****
Initial Complaint
Date:06/06/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 1st 2023 ****** refunded $85.07 for an item I had purchased a year previous due to they were cutting the Halos out and they would no longer work I paid for this with klarna.
I also received an email from ****** as well as klarna that the refund had been initiated. I then realized that the bank I used to pay klarna was no longer active I had gotten a new bank I had called them on the 1st of May to let them know that this card was no longer good they told me I had to wait for the thanks to kick back the money for them to write me a check and send it to me I had been in contact with them numerous times from the first to the 22nd where I finally got an answer that as of the 15th of May my refund was initiated and I would receive a check within two to three business weeks
I just received an answer again today that my check has still yet to be written and it has been 3 weeks since the 15th and they still have yet to send it I have given them more than enough chances to provide my money back to me every time I call I get no answer no representative can give me a straight up answer and I have tried to contact them through email again with no answer back
I just want my money back as to they owe it to me. And continuously say that they will give it to me and then do not I have also told them that I refuse to pay them any more money for any more orders until they actually send and I received my check clearly I need to contact you guys because I'm getting nowhere on my own
Business Response
Date: 06/07/2023
Hello *********,

We appreciate you reaching out in regards to your refund on order ******** with ******.

We certainly understand how frustrating it has been to await your check refund for $85.07. We have confirmed with an internal team and it does seem as though there have been some unforeseen delays sending out your refund. Your check refund will be sent at the end of this week. Please allow 1-3 weeks for the check to arrive.

As a courtesy for you since your check refund has yet to been sent out we have also written off $85.07 on your active order ******** with ******. This has adjusted the total outstanding balance on this order from $100.39 to $15.32.

We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate you reaching out and hope you have a great day!
Customer Answer
Date: 06/07/2023
I accept the business's response to resolve this complaint.

Regards,

********* **********
I thank you very much for getting this done I have tried multiple times to be in contact with I'm assuming what is a manager she has ignored many of my messages and continuously kept telling me that it was all set when clearly it was not so I do appreciate you getting this done. I also appreciate the money off of one of my other orders it does help a lot seeing as how much I've been through since this whole thing started on May 1st
Initial Complaint
Date:06/01/2023
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 have had several privacy concerns with Klarna including someone having easy access to my account. I have now put in six different requests to remove my data and delete my account. I’ve been waiting days for a response from a specialist I was transferred to through a live chat and I’ve taken it upon myself to email directly as well but there has been no adequate reply or completion of those several requests. It’s very frustrating to feel like I’m being ignored as someone who was a long time customer. I’m not asking for much at all. I already followed the other necessary steps and now Klarna needs to do their part.
Business Response
Date: 06/02/2023
Hello ********,

We appreciate your inquiry regarding a Data Deletion request that has not been completed.

After reviewing your account I can see where your requests were previously submitted and escalated to the Data Deletion queue, however we want to get this resolved for you.

We will proceed with your request to delete your personal information. Your data will no longer be visible to you and the complete process will be finalized in the coming weeks, in line with applicable law.

It will take beyond 45 days to fulfill your request, but it will be completed within 90 days of the date we received your request. This delay is due to the development and implementation of the necessary processes to fulfill your request.

Hereafter, you will not be able to log in to Klarna.com or to our mobile app to view your transaction history or any other data related to your purchases. Neither will your information be auto-filled in the Klarna checkout. Additionally, you will not receive any marketing material.

Klarna will retain some information about you even after fulfilling this request, for example, we will retain a record of this request. Additionally, as a financial institution, Klarna will retain some information that is subject to the federal Gramm-Leach-Bliley Act (GLBA).

Should you choose to make a purchase again using Klarna, we will be happy to welcome you back as a customer!

If you have any further questions, feel free to contact us at [email protected] or visit the Klarna Privacy Policy where you can find more information.

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: 06/05/2023
I accept the business's response to resolve this complaint.

Regards,

******** *****
Initial Complaint
Date:05/30/2023
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 the 5th of May I paid Klarna two deposits. One of the two deposits were $621.00 and the other was $189. The total sum of which, is the $810. I noticed that for weeks now, Klarna has put my account in debt collections. I have been calling Klarna Inc, relentlessly and they provide no help for the situation. They forwarded my account to **********, a debt collecting agency for the $810 dollars that I have already paid to Klarna Inc. I messaged ****** who is a specialist for the company (as seen in the screen shots). ****** states that Klarna cannot remove a debt collection as the debt collectors (**** ******) will have to send them closing files. The dilemma is, Klarna Inc already has the money they claim that I owe. How can I owe something that has already been paid. Klarna has my money and is not doing anything about it.
I contacted **********. They do not have my name on file, they do not have my social security number on file they do not have my email on file. It appears that Klarna is in disarray. They will not take my account out from debt collection and believes that I owe money when I do not. I already paid Klarna.
Business Response
Date: 06/12/2023
Hello ******,

We certainly appreciate your inquiry regarding your Klarna card.

After reviewing your account we can see where your Klarna card balance was referred to collection but we can also confirm that your balance has now been paid in full. Once your Klarna card had past due payments and had been referred to collection your Klarna card was then canceled. Our internal teams have informed us that we are not currently able to remove this collection banner from your account. They are currently working on a fix for this in the future but there is not currently an estimated time on when this would be fixed.

We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs!

Have a Smoooth Day!
Customer Answer
Date: 06/12/2023
I want something in writing stating that I DO NOT owe the collection agency ( ********** ) any funds. I will like something in writing stating that my account is in fact not in collections and that my account is paid in full. I am getting a message that says that my account is in collection and that it has been sent to the collection agency. Once I have something in writing then I will be satisfied.

Regards,

****** *****
Business Response
Date: 06/13/2023
Hello ******,

We certainly understand your concern regarding your Klarna card purchases.

We will have a supervisor reach out to you via email as soon as possible and provide you with the document you requested. We hope this helps!

For any future questions, we invite you to navigate the Klarna app and our FAQs!

Have a Smoooth Day!

Customer Answer
Date: 06/14/2023
I accept the business's response to resolve this complaint.

Regards,

****** *****
Initial Complaint
Date:05/27/2023
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.
Purchased e-bike on March 11th, 2023 using Klarna for original amount of $1499. Canceled purchase with merchant on March 13th, 2023 with confirmation received from klarna on 03/30/2023 saying amount paid in full as $1424.50 was refunded minus $74.50 which was minus 5% cancellation fee charged by merchant. Now I’m told I still owed a total of $675 on something I never actually purchased & that there was a chargeback on April 4th to my bank. Showed klarna no chargeback on my account along with original amount of $374.75 that was still showing on my bank statement paid to them & advised need to take it up with my bank. They continue trying to charge my account & now amount owed has doubled for last remaining fraudulent payment deduced showing $249.83 instead of last payment originally showed of $124.92, this has been beyond frustrating & spoken to about 10 different people at Klarna none of whom would help me.
Business Response
Date: 05/30/2023
Hello ******,

We appreciate your inquiry regarding a balance owed for the returned order with *** **** *** **********.

After reviewing your account/order we can see the store issued a full refund of $1499.00 however two payments of $$124.92 were disputed/chargeback with your bank. Since the payment was disputed with your bank before the refund was issued, we will have to await the investigation to be done with your bank. This is because your bank has withdrawn those funds from Klarna and is keeping those funds for the duration of the investigation. Since Klarna no longer has these funds we cannot issue them back to you. If your bank rules in your favor, those funds will be returned back to you from the bank. Your bank shows the dispute as still active with 21 days left in the investigation.

However, to get your immediate concerns regarding the $249.83 unpaid balance resolved. We wrote off this $249.83 balance, which now completes the order and leaves an outstanding balance of $0.00.

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: 05/30/2023

The app amount now reflects a total owed of $124.92 instead of the $249.83 & does not reflect an outstanding balance of $0.00 as indicated in Klarna’s response.

Regards,

****** *******
Business Response
Date: 06/15/2023
Hello ******,

We are able to see where this payment of $124.92 has indeed been received as of June 14th, 2023 and the outstanding balance on this order is now $0.

As for the closing of your Klarna account, it's important to note that we cannot complete this request within 10 business days of your most recent payment or refund, to ensure there's no error with the transaction. Please request a data deletion no earlier than June 24th, 2023.

For any future questions, we invite you to navigate the Klarna app and our FAQs!

Have a Smoooth Day!
Customer Answer
Date: 06/20/2023
I accept the business's response to resolve this complaint.

Regards,

****** *******
Initial Complaint
Date:05/27/2023
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 have not used this company. They are trying to charge the wrong person!! They need to leave me alone. Leave me alone!

I already submitted this once to you with document attached to you!!
Business Response
Date: 06/02/2023
Hello ******,

We appreciate your inquiry regarding a debt with Klarna that you believe to be someone else’s. We can understand your concerns and will be happy to help.

After reviewing your account we can see that the personal details of the account are very similar to those details provided to the BBB, so we had a Specialist review the account further. They were able to determine that the orders on the account are legitimate and have no suspicious activity. If you still believe these orders were not created by you, we kindly ask that you check with members of your household as to whether your personal information was used to create these orders with Klarna.

We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs!

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Klarna Inc. is NOT a BBB Accredited Business.