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Business Profile

Payment Processing Services

Klarna Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

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

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Klarna Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 2,612 total complaints in the last 3 years.
    • 980 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/08/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 was signed up for this without my consent and now they refuse to remove me from their program!!

      Business Response

      Date: 11/14/2022

      Hi *****, 

      We appreciate your inquiry! 

      We’re sorry to hear that you’re not satisfied with Klarna. 

      We were unable to find an account with your information. If you’d like to sign up with Klarna you can do so at any time by downloading the Klarna app, or going to www.klarna.com. 
       
      We hope this helps! 
       
      For any further questions or account needs, we invite you to navigate your app or visit our FAQ!
       
      Have a Smoooth Day!

      Customer Answer

      Date: 11/28/2022

      I’m sorry the links that you sent me cannot opened therefore I couldn’t respond in the manner you’ve requested. After speaking with you the merchant has removed me from the list and I was able to complete my payment. Thanks for your prompt response and intervention and this is what causes the result I’ve received. I appreciate your assistance enjoy your Thanksgiving.

    • Initial Complaint

      Date:11/08/2022

      Type:Product Issues
      Status:
      Answered
      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 has for eight weeks and counting failed to give me my refund that they owe me. In February 2020, I paid $206.23 to Klarna for two concert tickets. The concert was re-scheduled twice due to COVID, until September 13, 2022. The concert came and went but I never received my tickets. This was disappointing enough. But then, although Ticketmaster sent a refund to my Klarna account, Klarna has to this point failed to give this refund back to me! I have made repeated calls, emails, and chat conversations. They claimed they were going to send me a paper check but kept making excuses as to why I hadn’t received it yet. They’d tell me “if it hasn’t arrived by such-and-such date let us know and we’ll investigate further” but then when that time came they’d just say the same thing again. Finally on October 24th, SIX WEEKS out from trying to get my refund, they made the claim that my check had been mailed on October 19th and that it could take “up to 2 weeks to arrive,” but it as of November 7th, well over 2 weeks later, it has unsurprisingly not arrived. Klarna can provide no tracking number or proof it was ever sent to begin with. I plan to take possible legal action if this company does not send me my refund.

      Business Response

      Date: 11/14/2022

      Hi *****, 

      We appreciate your inquiry regarding your order ******** from Ticketmaster. 

      We’ve handled this issue internally with the Klarna Feedback team. One of our Supervisors reached out to you and informed you of a refund check that is being mailed out. Please allow 2 to 3 weeks for the check to be processed and delivered. This time can vary depending on local postal service. 

      We hope this helps! 
       
      For any further questions or account needs, we invite you to navigate your app or visit our FAQ!
       
      Have a Smoooth Day!

      Business Response

      Date: 12/12/2022

      Hi *****,

      We appreciate your reply! We’re sorry that you haven’t received your check yet.

      Our Account Specialists have verified that we’ve mailed out a check on October 19, 2022. We’re able to see that it wasn’t cashed. We’ve got another check set to go out shortly. Please allow one week for the check to go out and another two for the check to arrive. The check may arrive sooner than expected, depending on local postal service,

      Have a Smoooth Day!  


      Customer Answer

      Date: 12/15/2022

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



      Complaint: ********



      I am rejecting this response because: Klarna is LYING to me about sending my refund. In their original response they claimed a replacement check was sent in November, which turned out not true. Now in December they are claiming "We’ve got another check set to go out shortly, please allow 1 week for processing" but can again provide NO PROOF OF MAILING, and a customer service rep confirmed that "no check has been mailed to me yet" even though they claim sent it for processing eleven DAYS ago. Klarna's customer service is worthless and provides no help.  This has been going on for THREE MONTHS. Klarna is stealing $206.23 from me.



      Regards,



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

    • Initial Complaint

      Date:11/06/2022

      Type:Product Issues
      Status:
      Answered
      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 never had a problem with Klara before. I tried to resolve it but customer service via chat told the money belongs to Klarna. The funds do not belong Klarna. Amazon did a goodwill refund for me for an older order and they put the refund of $21.41 to a returned/paid off Klarna order VISA card.

      I placed an order via Klarna on 10/15 with Amazon, 48.28 that order was returned. I was refunded the first payment of $12.07. Amazon on 10/21 put a refund of $21.87 to that Visa card which had nothing to do with a KLARNA order. I want that extra 21.87 refunded to me. Klarna cannot keep refunds made to that Visa.

      I have attached the amazon email where they clearly state they put the goodwill refund on that order -when in reality that order was returned.

      Amazon simply put a goodwill refund toward this order that was already returned. That inst Klarna's money.

      Business Response

      Date: 11/14/2022

      Hi ********, 

      We appreciate your inquiry regarding your order ***********

      We were able to review the card that was used for the Amazon Purchase. We were able to see there was an additional refund added to the card. 

      We are currently processing a check refund of $21.42 to your billing address on file. If this address is not correct, please let us know at your earliest convenience. Please allow 2 to 3 weeks for the check to be processed and delivered, depending on your local postal service. 
       
      We hope this helps! 
       
      For any further questions or account needs, we invite you to navigate your app or visit our FAQ!
       
      Have a Smoooth Day!

      Customer Answer

      Date: 12/27/2022


      '******** ******' via Dispute Resolution - Shared Inbox <[email protected]>
      Dec 25, 2022, 8:12 PM (2 days ago)
      to Better

      Hi how are you? 

      I have not received any refund check. This is not fair. I am about $21 from Klarna and I want my refund check the business has not sent me any refund check

      They stated on November 22 they would be mailing a check. 


      I want my money. This isn’t legal. I was refunded an extra $21 and I want my money.
      Sent from my iPhone

      Business Response

      Date: 12/30/2022

      Hi ********, 

      We appreciate your inquiry! We’re sorry to hear that you haven’t received a check. We’ve requested another check to be sent to your address on file. 

      We hope this clarifies your inquiry! 
       
      For any future questions, we invite you to navigate the Klarna app and our FAQs!
       
      Have a Smoooth Day!
       

    • Initial Complaint

      Date:11/06/2022

      Type:Billing Issues
      Status:
      Answered
      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 has lied and continue to do false advertisement and also leave pending charges on my account, but won’t provide a service even after taking money from me. They have no way of letting us speak to an actual human, so nothing can get resolved.

      Business Response

      Date: 11/11/2022

      Hi *****, 

      We appreciate your inquiry! 

      Klarna is available to chat 24/7. Occasionally we do have a waiting period before speaking to a live representative. In the event you need to contact us, we’re available by email, phone, and chat. 

      To email Klarna, simply send a message to *****************************, with your order number and a detailed message regarding your issue. 
      If you would like to give us a call, you can reach us at ***********  or (************), where a representative will be able to handle your issue over the phone. 
      You can also chat with us at www.klarna.com! This works as a text function. You’re able to send a message to a representative for a live response. 


      The pending transactions you see on your bank statement are part of the approval process. Klarna places a pending hold equal to the next installment, this hold is released after 24 hours and can take up to 7 days to release depending on your financial institution. 

      We hope this helps! 
       
      For any further questions or account needs, we invite you to navigate your app or visit our FAQ!
       
      Have a Smoooth Day!

    • Initial Complaint

      Date:11/05/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 not able to use my Klarna pay in 4 credit. I have contacted them and have been told that I have to wait 25 days for a notification stating why it was declined. It has been 25 days and nothing. I keep trying to use it to see if it is glitch and still it is not working. If they are declining a service that they are known for they should have some kind of answer why. I never had a problem with them until now. Nothing is maxed out.

      Business Response

      Date: 11/11/2022

      Hi *******, 

      We appreciate your inquiry regarding your denied purchase! 

      Klarna was not able to approve your purchase at this time. We sent an email on October 18, 2022 which outlined why we were not able to approve your purchase at this time. The purchases made after October 18, 2022 fall under the same denial reasoning. 

      Each purchase is a new decision! We encourage you to continue to try to make a purchase. Just because you’ve been denied in the past, does not mean you will be denied in the future. 


      We hope this helps! 

      For any further questions or account needs, we invite you to navigate your app or visit our FAQ!
       
      Have a Smoooth Day!

      Customer Answer

      Date: 11/14/2022

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 



      Complaint: ********



      I am rejecting this response because: I never received an email stating why my purchase was rejected. I have checked my email and the only emails that I have received were emails stating I have paid off a previous purchase. I am only able to use Klarna when I pay in full which I can do without using Klarna. This does not solve the reason as to why I am not able to use the pay in 4 option on different websites that are supported by Klarna. Again my Klarna balance is not maxed out and neither is my credit card. 



      Regards,


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

      Business Response

      Date: 11/25/2022

      Hi *******,

      We appreciate your reply!

      We’d recommend reviewing the Castle Adverse Action email. This email would be the one you’re looking for. The last one sent was on November 17, 2022. This email had the reasoning that we couldn't approve the purchases on October 26th, 27th, and 30th as well as the purchases from November 2nd and 5th.

      We weren’t able to approve the purchases as we were missing some information. We would advise to reattempt and manually input all the answers as opposed to an autofill solution. 

      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:11/05/2022

      Type:Billing Issues
      Status:
      Resolved
      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 11/24/2021 I made a payment with collections agent for order that had in collections through Klarna. I was charged twice for the account. I have been having this issue ongoing. I check my account today and it still says I owe a balance. Please advise on how we can get this balance cleared up.

      Business Response

      Date: 11/10/2022

      Hi ********,

      We appreciate you reaching out regarding ******** from ****.

      The order has no balance and has been closed out. Please allow 24-48 hours for this to reflect in the Klarna app at which point you’ll be able to make new orders with Klarna. 

      We hope this helps!

      For any further questions or account needs, we invite you to navigate your app or visit our FAQ!

      Have a Smoooth Day!

      Customer Answer

      Date: 11/10/2022

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


      Regards,



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

    • Initial Complaint

      Date:11/04/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 attempting to pay off an account with Klarna for a solid week. I've tested the bank account and they say it will take 2-3 days but it's been 6. They keep giving me the run around and saying the system is automated. They refuse to fix whatever the problem is on their end as I've verified with my bank. I've wasted DAYS on this and it seems like the payoff plan is designed to keep people on debt forever instead of allowing them to pay off early, which is not penalized per the company. While not penalized they certainly make it difficult to make a simple payoff transaction,

      Business Response

      Date: 11/10/2022

      Hi ********,

      We appreciate your inquiry regarding your order ******** from PEMF Complete, LLC.

      We’re sorry to hear your payments took too long to post!

      Payments made by ACH or Direct Deposit can take up to 10 days to be applied to the account. This timeframe changes depending on your financial institution.

      The order has been paid off and is now closed.

      We hope this helps!

      For any further questions or account needs, we invite you to navigate your app or visit our FAQ!

      Have a Smoooth Day!

    • Initial Complaint

      Date:11/04/2022

      Type:Product Issues
      Status:
      Answered
      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 2 tickets on ************ back in January 2020 with their "buy now pay later" partner, Klarna. After the concert eventually got cancelled after nearly 3 years of delays, refunds were issued. I had paid the balance off within a month. I contacted Klarna ahead of time to let it be known that I did not have that same card I used to pay off my balance, but I have the same bank account. The CSR said that was no problem, just make sure your current card is on file with Klarna, which I did. It has since been over 3 weeks since the refunds were issued and mine never came, they said wait 14 days and it has been well over that now.

      Business Response

      Date: 11/10/2022

      Hi *****,

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

      Klarna is not able to issue repayments back to cards made more than 14 months ago. A check will be issued to the address we have on file. If the address on file has changed, please let us know at your earliest convenience. Please allow 2 to 3 weeks for the check to process and be delivered. This time frame can change depending on your local postal service.

      We hope this helps!

      Have a Smoooth Day! 

      Customer Answer

      Date: 11/10/2022

      I accept the business's response to resolve this complaint but the check needs to be mailed to my current address, which is:

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

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

      Regards,

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

      Customer Answer

      Date: 11/28/2022


      ***** ******* <**********************>
      Sun, Nov 27, 6:11 PM (15 hours ago)
      to [email protected]

      Hello, I still have yet to receive my refund listed in the complaint 18351541. I would like to re-open the complaint until I receive my refund.

      Business Response

      Date: 11/30/2022

      Hi *****,

      We appreciate your inquiry regarding your order W5S78LHV-1 from Ticketmaster.

      The check was processed November 28, 2022. Please allow an additional two weeks for the check to arrive. We allow two weeks for the check to arrive to allow time for the USPS to deliver it. The check may arrive sooner depending on your local carriers.

      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:11/04/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Description:
      Klarna has a problem, refunding tender , as given. Credits and debits, suppose to be as the same taken.
      For this product , that was returned , to **** *** *** ***** ( received 10/5 ) , returned 10/6 . Klarna
      adjusted my payment plan ; to deduct what the original payment plan ; with no tax allowed. My payment
      plan was 105.42, and 50.44 . Upon returned , of ( to small earrings ) they adjusted the bill , to suit them ,
      and forgot the tax, which was 39.50 , on a 623.00 order. They are being presumptious of the merchant.

      Business Response

      Date: 11/10/2022

      Hi ******,

      We appreciate you letting us know about your order ******** from **** ***** ******.

      We’d like to let you know that Klarna is a third party payment processor. We do not issue refunds without the store or merchant issuing a refund to Klarna first.

      Anytime Klarna receives a refund, the refund is applied to the order on the account. If there is an overpaid balance, Klarna will issue a repayment or refund back to the card that was used to make the payment.

      The merchant has informed Klarna that the total is correct and the balance will remain with Klarna. We recommend contacting the merchant for any additional refund requests. 

      We hope this helps! 

      For any further questions or account needs, we invite you to navigate your app or visit our FAQ!

      Have a Smoooth Day!

    • Initial Complaint

      Date:11/04/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      11/4/2022, I attempted a purchase via Klarna. They DECLINED the purchase as it was over my spending limit. NO PURCHASE of goods was completed. They however are telling me they will no release the hold they put on my first payment for up to 7 days! I confirmed via my bank that no hold has been released and it shows as the funds 100% leaving my account. I simply want my money back ASAP because no purchase was made, the hold should be released immediately!

      Business Response

      Date: 11/10/2022

      Hi ********, 

      We appreciate your inquiry! 

      Pending holds occur with every purchase. The hold is a part of the decision on whether we’re able to approve financing for your order. 

      The funds are released within 24 hours, but it can take up to 7 days to process back to your account depending on your financial institution. For more information regarding pending holds, you can visit here. 
       
      We hope this helps! 
       
      For any further questions or account needs, we invite you to navigate your app or visit our FAQ!
       
      Have a Smoooth Day!

    Klarna Inc. is NOT a BBB Accredited Business.

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