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

2,612 total complaints in the last 3 years.
983 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:07/15/2025
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.
2/26/25 is the date i made purchase with vendor SP ******* Lady. It is now 7/15/25 and I have not received an email with tracking information or cancellation of my order. Ive reached out to Klarna several times to assist with this and theyve stated theres nothing that can be done. Money has been taking out of my bank account & the vendor is not responsive. I sent Klarna all this info and theyve stated theres still want me to pay for something Im not receiving.
Business Response
Date: 07/17/2025
Hello *******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with SP *******-LADY (2LH9P2PL).

After reviewing your order we can see the order has been disputed multiple times without a resolution. Unfortunately, these disputes were closed due to not enough information received. As a courtesy the remaining balance of $226.19 was written off. The payments of $44.70 show as 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 This is because your bank has withdrawn those funds from Klarna and is keeping those funds for the duration of the investigation.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. Should your bank rule in Klarnas favor those funds will be returned back to us and we will then be able to issue the funds back to you.

For future reference we recommend gathering and providing all requested information to ensure that the dispute is handled properly.

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: 07/18/2025
[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 and appreciate the time being take reviewing and resolving the matter.

Regards,

******* *******
Initial Complaint
Date:07/15/2025
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 Purchased tickets on klarna they came out in weekly installments of 131.25 in the total amount of $525 I waited over a month for the concert ticket confirmation or to receive the digital tickets, when I called Klarna initially I was told they weren't responsible but to call the merchant *** ******. I tried to contact them and no contact information was available.
I then called *** and they told Me they had no record of the transaction and to ask KLarna for a full refund which I did. it took several weeks and today Klarna email me that they would only send partial refund even though the company initially was Fraud,
I called Klarna today 7/15/25 and the representative was rude and told me I would have to contact the fake company *** ****** for my remainder amount. I told them I don't have any contact information could you pass it along and the Klarna representative told me no.
I just want my full $525 I spent on concert tickets (that never showed up) back.
Business Response
Date: 07/24/2025
Hello *****,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with *** (********).

We have reviewed your concern regarding your refund amount. The order total was $525.00 and the merchant processed a refund of $420.00 as of July 15. If you are expecting a full refund, please provide proof of the merchant processing a full refund. Otherwise please contact them to have the remaining amount refunded if the amount is not correct. The $105.00 appears to be relevant to associated fees with the order. If these are nonrefundable, we are not able to assist with refunding the $105.00. Thank you and have a great day.
Initial Complaint
Date:07/14/2025
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 purchased a pocketbook from ****** off of their website. I made 1 payment and then my card was compromised, so I need to update the card. I am unable to do it on the app. Can someone call me to update over the phone or email me.
Business Response
Date: 07/16/2025
Hello *******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your active orders and payment settings.

We have reviewed your concern. There is a Mastercard ending in 3823 connected to your ****** order. If this card is no longer active, you will need to replace the payment on the order.

To change the card on an order, follow these steps:

1. Access the Klarna App or Website:
Consumers can manage their payment methods directly through the Klarna app or website.

2. Navigate to the Order:
Go to the order details where you want to change the card.

3. Change Payment Method:
If the option is available, select "Change Payment Method" or a similar option to update the card details.

4. Confirm Changes:
Follow the prompts to confirm the changes to the payment method.

The late fee has been removed from this order and the Dooney & ***** order. Please update the payment method for both orders as they are both due soon. Your missed payments were combined with the next one to keep your orders in good standing. Thank you and have a great day.
Customer Answer
Date: 07/29/2025
From: ******************* <*******************>
Date: Tue, Jul 29, 2025 at 3:01 PM
Subject: Re: BBB complaint ******** against Klarna
To: ********* ********** <****************************************************************************************>

Hi *********, Thank You for the email, but I have followed these directions so many times, and I'm never able to sign in. I have also spoken with customer service, and they have not been able to help me!
This is getting ridiculous, all I want to do is to pay this bill off! What can I do now. (I can give you my new debit card number, and if you can get in touch with them, you can pay the bill off (card # *******************) - (Expiration (09/28) - (PIN # ****. Let me know!

Thanks for your HELP! *******

Customer Answer
Date: 07/30/2025

******************************
1:20 PM (4 minutes ago)
to me

Hi *********, I read the letter from Klarna, followed instructions, did not work! Just got off the phone with Klarna, spoke with someone for an hour, followed her instructions, again nothing worked! She said she was not allowed to take my credit card number!

I'm not sure what to do next, please advise! *******
Business Response
Date: 07/30/2025
*******,
Right now the Mastercard ending in 3823 is connected and expires 4/28 meaning it is active. If this is the card that is no longer in service, please follow the previous steps to change the card. You will need to change the card on the actual order rather than the settings which changes your primary payment method for future orders. You also have another ********** listed ending in 8071 as the primary card. Please update your payment method to this on the order if this is still active. We are not able to take your payment via telephone or check. You are also able to follow the same prompts to add your bank account.
Customer Answer
Date: 08/07/2025
******************************
1:21 PM (10 minutes ago)
to me

Not able to access the Klarna App, PLEASE HELP! Just want to pay off account!

Business Response
Date: 08/07/2025
*******,
Please call our customer service team using ************** for assistance with your concern at this time. Thank you.
Initial Complaint
Date:07/14/2025
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 made a $400 purchase from ***** in May 2025. My order came in multiple packages to a total of 4; however, I only received 3 of the 4 packages. Tracking stated that the 4th package was delivered yet I never received it. I spent a week disputing it with ***** and they refused to resend or refund the missing items.
I then escalated the dispute to Klarna and the only evidence ***** submitted to Klarna was my tracking information and shipping label.
Klarna refused to resolve the dispute and did not allow me to submit more evidence despite being told by their representatives multiple times that I would be able to so during the dispute process.
I disputed the missing items twice and still no resolution and now I'm working with my bank to get my money back for the undelivered items.
Business Response
Date: 07/16/2025
Hello *********,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** (2BZRHKR0).

When you placed a dispute on the order, we reached out to the merchant. They then 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 with filing a claim. Thank you and have a great day.

***********************************************************
Initial Complaint
Date:07/13/2025
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.
Hello I purchased tickets April 3 2025 from Ticketmaster . I found out in may ********************************************************************************************************************** ****** for 3 tickets . I did a payment plan through Klarna and the total was ******************************************************************* to pay the last remainder of 586 through Klarna .
Business Response
Date: 07/15/2025
Hello ******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Ticketmaster (Q37WF10J).

We have reviewed your concern and at this time the remaining $587.74 is owed. You made the purchase for the agreed amount on April 3. Rather you sold your tickets for less. more or the same amount, you are still responsible to pay the order off with Klarna. We are not able to adjust the order. Thank you and have a great day.
Initial Complaint
Date:07/12/2025
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 have had a great relationship with Klarna and am embarrassed to ask for another temporary pause on my loans for an additional 3 months. I am still struggling financially and I am able to make some of my loan payments but I would like to put ******* on hold for 3 more months.
Business Response
Date: 07/17/2025
Hello ******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ************* (8R94RBK0).

After reviewing the order we can see the order has been placed under three Financial Hardship disputes. Each dispute remained active for 30 days allowing the payments for this order to remain paused for three 30 day increments, making a total of 90 days the payments were paused.

Unfortunately, this order along with other active orders on the account have reached the amount of times they can be disputed. Klarnas system does not allow this order to be paused/disputed anymore.

Despite this undesirable news, we did want to inform you that as a courtesy the $7.00 late fees has been waived for this order. This leaves an outstanding balance of $3,196.21 left to pay.

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:07/12/2025
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.
I purchased 2 sets of Patio Chairs via **** ********* using the "Pay in four Klarna" option. I paid the initial down payment of $33.04 on each set of chairs. When the chairs arrived at **** ***** I found that they needed to be assembled, so I returned them to the store for a FULL and Complete REFUND. I was refunded the FULL amount BACK TO THE PAYMENENT METHOD WHICH WAS KLARNA. Ever since, Klarna continues trying to take the money from all payment methods I've used in the past on other purchases, and now they have resorted to unauthorized DEBITS from my checking account. Each time I reach out to them, I am given the run around about how they are unable to TRANSFER my credit balance over to cover the outstanding charge, so they want me to continue with the payment plan in full and then they will refund me the credit from Home Depot!! There seems to be no way to get a hold of a manager to resolve this. I was able to lock all my Credit Cards, and I have put in a call to my Bank to contact me first thing in the morning to block all future transactions from Klarna. In the meantime while they continue ...I'm building up a CREDIT in my payment history that they are sitting on! Please Help!!!
Business Response
Date: 07/17/2025
Hello *****,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with **** *****.

We have reviewed your concern regarding this matter. We are able to confirm you were refunded for this as you have a positive balance on your Klarna Card statement for $267.04. This would cover the balance being shown for the order as it will not be coming from your personal card. We have also removed the $7.00 late fee that was assessed to the order. Please review the attached statement for more information. Thank you and have a great day.
Customer Answer
Date: 07/17/2025
************
As I am typing this message, Klarna is still trying to continue debiting my (now closed) Checking account for the the exact amount due. (Screenshots attached).
They're sating that the **** ***** ****** was applied to the Klarna CC side of their business, and not actually applied to them directly, and they "have no way of transferring over this credit to cover my outstanding payments".

Regards,

***** **** ******
Business Response
Date: 07/24/2025
*****,
The **** ***** order that was made on June 12 so it was not added to the June statement ranging from April 25 to May 24. Since your July statement ran from May 25 to June 24, the credit was added to the statement but the statement was already due. The credit is now added to the statement, covering your balance onward for your August statement from June 25 to July 24.
Customer Answer
Date: 07/24/2025
Although KLARNA has admitted receiving the REFUND/CREDIT of $267.04 from **** ***** on 06/12/2025, they have continued ATTEMPTS to DEBIT PAYMENTS from
1) The Bankcard used initially when I had to pay the 1st installment up front
2) The Checking Account used to verify for a Klarna Account
3) The Debit Card associated with the Checking Account
I have been advised by my Banking institution to CLOSE out all of AFFECTED accounts that KLARNA has attempted to debit from. HOWEVER, as you can see from the newest attachments I screenshot TODAY, KLARNA is lying to you and are STILL attempting to collect from me, the monies that have already been credited from **** *****.
PLEASE HAVE KLARNA EXPLAIN TO YOU, WHY THEY ARE KICKING MY CREDIT/REFUND DOWN THE ROAD, INSTEAD OF WAIVING THE PAYMENT AMOUNT DUE AND CONTINUING TO DEBIT THESE ABOVE MENTIONED PAYMENT METHODS???

Regards,

***** **** ******
Business Response
Date: 07/31/2025
*****,
The $267.04 credit is not able to applied to your overall Klarna Balance of $248.93 and the rest be returned. As this is not how the Klarna Card refund process works. You are responsible to still pay the balance on the order and while your account has a credit of $267.04 for future purchases. Again, we are able to waive the balances as a courtesy but no refund is due and the credit would remain for any new orders made.
Customer Answer
Date: 07/31/2025
Will the Current Balance due and remaining payments on the balance due, be waived?

Regards,

***** **** ******
Business Response
Date: 08/01/2025
*****,
Yes, the full debt on the account will be waived.
Customer Answer
Date: 08/01/2025
I accept the business's response to resolve this complaint.

Regards,

***** **** ******
Initial Complaint
Date:07/11/2025
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.
Here we are again ... trying to figure out what's going on with my refund. I'm going to explain this as simple as I can. Purchased a pair of **** Shox sneakers from **** on June 27th, 2025 for a total of $74.89. The Klarna reference number for that purchase is L31578DR. I returned returned the shoes the very next day on June 28th, 2025 and I reported the return in the Klarna app. On June 30th, Klarna sent me an email that showed the return received but the refund was sent back to A TOTALLY DIFFERENT **** ORDER FROM APRIL. My refund was sent back to Klarna order L471V0RW. And from looking at that order, I had already been refunded from something else back in May 1st for *****. But ... I'm still waiting for a my $74.89 refund. The email that Klarna sent me on June 30th said I received a refund within 7 days. It's been almost TWO WEEKS and I haven't received anything. Please look at the attachments that I'm sending with this complaint. It shows EVERYTHING. I'm also attaching the receipts. Where is my refund?
Business Response
Date: 07/17/2025
Hello *******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with **** (********).

We have refunded your payment of $19.72 to its original form of payment. Please allow 1-7 business days to see this reflected. The order is now settled and no further payment is required. Have a great day.
Initial Complaint
Date:07/10/2025
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 placed and order with a company.I received thr wrong item.Contacted the company got sent a shipping label. Packaged up the wrong item. Sent it back Then I get an email from them saying they will not refund for me my order to contact the financial institution( Klarna)I contact Klarna to dispute the transaction. I send them screenshots of everything And a couple hours later they said it was denied cause I didnt provide proof and that I returned it to the store when I never once said that and even provided all the shipping information and have sent all the screenshots of proof in the email Multiple times.I returned the item via *** and it was delivered back to company and signed for by their receiver. Your employee ******* from the Dispute team did not even acknowledge anything anything and just straight up ignored everything and lied to not do his job properly. *** 1Z0V069A9034444478
Business Response
Date: 07/15/2025
Hello *******,

Klarna is in receipt of your complaint 23584519 . We appreciate your inquiry regarding the order with Lego (GL813R5X).

Your return dispute was initially ruled in favor of the merchant. However, on June 14th, 2025 the case was reviewed again and the specialist team reversed that decision and wrote off the order. The next time you open the Klarna app, that orders should show as completed with $0.00 left to pay. So we will not attempt to collect anymore payment on this order.
Initial Complaint
Date:07/10/2025
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.
Asked multiple times to close my account but due to their policy that once a dispute has been created, they cannot close or prevent my account from further purchases. Another purchase was done without my consent on July 10, 2025. I need my Klarna account closed permanently.
Business Response
Date: 07/15/2025
Hello *******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your Klarna account.
We have reviewed your concern and we are able to verify the account using ********************** is no longer active. As the account is closed, we have limited ability to review anything pertaining it. There are no active orders on that account or it would have not been deleted. Thank you and have a great day.

Customer Answer
Date: 07/15/2025
[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,

******* De La ****

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Klarna Inc. is NOT a BBB Accredited Business.