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

2,502 total complaints in the last 3 years.
985 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:01/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I created a Klarna account. And I was approved for $2400 spending limit and as I was about to purchase and I was denied because my identity wasnt verified but I dont have an active freeze on my credit report and it was lifted and I had a klarna account in the past on another email but I deleted few months ago. I should not have two accounts . Please fix
Business Response
Date: 01/23/2025
Hello Jermmie,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your recently denied purchase.

We were unable to approve your purchase at this time. This is an automated decision that no one is able to change. You will receive an email within the next 25 days with an explanation. We ask that you try your purchase again at a later time as each order attempt is evaluated on an individual basis, not being influenced by a previous denial. Please refer to our FAQ to learn more about what information is used when we make our lending decisions.

*******************************************************************************************************
Customer Answer
Date: 01/24/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22846679

I am rejecting this response because:
The denial reason is because they cant verify my identity I lifted the credit freeze and they never ask for any documentation from me
Regards,

Jermmie *****
Business Response
Date: 01/24/2025
Jermmie,

Please note that credit freezes can take up to 90 days to reflect as unfrozen by credit bureaus. We are unable to override the matter as we pull this information directly from **********. The automated system is not able to pull from a frozen or recently unfrozen profile.
Initial Complaint
Date:01/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello BBB Team,I recently gone through an identity theft. Some one opend KLARNA account using my personal details that includes MY SSN,PHONE,LAPTOP AND BANK ACCOUNTS.I am in a desparate need for closing Klarna account on my name and email address please.
Business Response
Date: 01/23/2025
Hello Gayatri,

Klarna is in receipt of your complaint 22845432. We appreciate your inquiry regarding a said account made using your identity.

Please provide how you were made aware of such doings. We are not able to locate an account with the email or phone number provided. Thank you.
Customer Answer
Date: 01/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22845432

I am rejecting this response because:
It was on the email address <****************************>.
Please go ahed and STOP others using my account.
Regards,

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

Business Response
Date: 01/23/2025
The name on the account does not match what is presented here and there are no active orders or payment methods. At this time we are unable to assist as there is nothing to dispute on the account. If you have access to the email, you are able to login to retrieve the identity and request the account be closed.
Initial Complaint
Date:01/22/2025
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 used the Klarna app to make a purchase of new balance shoes on 11/30/24. Order #J00459929. The order was canceled by new balance. Klarna AI bot keeps saying order is not canceled. I was provided an email from new balance on 1/22/25 that the order was cancelled and am seeking a refund of my $35 deposit.
Business Response
Date: 01/22/2025
Dear *****,

Klarna is in receipt of your complaint, ********, in regards to a cancelled New Balance purchase that is still showing as processing on your Klarna account.

After reviewing the order, we were able to confirm that New Balance did not charge for this order and it has not been fulfilled.

The order has been canceled in Klarnas systems as of January 22nd, 2025.

Depending on your bank, it can take 1-7 days for the authorization hold youre seeing for this order to be released back to you. Its good to know that this amount will not show as a refund/credit to your account, as it was not a concrete transaction. The pending amount will simply fall off/disappear from your statement as if it never happened.

If after 7 days youre no longer able to see the pending amount, this means that it has successfully been reversed back to you.

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at *********************************************************************;
Initial Complaint
Date:01/22/2025
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 used this app for the purchase of my shoes. I returned the shoes and let them know on the app, the sellers GOAT refuse to each out to Klarna to rectify the situation. Klarna refuse to correctly adjust the payment they want me to pay in full for a shoe I no longer have.
Business Response
Date: 01/22/2025
Dear ******,

Klarna is in receipt of your complaint, ********, in regards to a return that was made on order 681HCNSW with GOAT.

After reviewing the evidence provided and GOAT stating that they could not provide a copy of the refund/return receipt, Klarna has determined that you should not be held liable for the remaining balance on this order.

As of January 22nd, 2025, the remaining balance of $66.06 has been removed and the remaining balance of your down payment ($15.47) has been refunded. $4.91 of this was refunded on December 9th, 2024.

This order has now been refunded in full and will reflect as complete with a $0.00 balance on your Klarna account.

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at *********************************************************************;
Initial Complaint
Date:01/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/17/24 I checked my purchase power on Klarna via the app and was told it was $100. I checked because I know I had missed payments months before. Once I seen that I had $100 purchase power, I added $110 to my Klarna balance to use for a specific purchase. When I go to purchase using the split payment I was told I qualified for, Klarna then said that I WASNT qualified and have no purchase power. I then attempted to use the balance for ***** beauty and pay in full but Klarna didnt alllow it to go through. All that to say I basically cannot use my balance for anything but ***** and ****. Two stores I DONT use and that the balance was not originally intended for. I added the $110 due to Klarna telling me I had $100 purchase power BEFORE I added the balance just for them to go back on what I was told. I do not know the proper terminology but bottom line I was lied to, which caused me to add money onto my account that I cannot use. Now they are refusing to refund my money
Business Response
Date: 01/22/2025
Hello Branna,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding a Klarna Balance refund.

Your Klarna Balance is not a virtual card that has details that you will enter at the time of checkout, and the balance can only be used when choosing the Pay Now option at checkout. After reviewing your recently denied purchase attempts, we can see that pay in 4 was the payment method selected at checkout.

Please try your purchase using the Pay Now option, and do not hesitate to reach back out if you are still encountering issues.

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: 01/22/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22841248

I am rejecting this response because: MAJORITY of the Associated stores they have dont even allow the pay in full option ( Like Amazon for example). I was on the phone with a Klarna Representative for 48 minutes yesterday 1/21/2025, even THEY had no success helping me find a store that I can actually use, that will allow me to pay in full. The pay in full options are EXTREMELY limited and that is unfair due to Klarna telling me I qualified to buy from any store with a $100 purchase power which caused me to add the funds in the first place (under false pretense) even now when I check it tells me I have $100 purchase power. They dont allow the user to know they arent actually qualified until it is time to pay. That is predatory.

Regards,

****** ********
Business Response
Date: 01/24/2025
If the option is available for you, customers may be able to withdraw money from their Klarna balance account by making a transfer to a connected bank account. To transfer money from the Klarna balance to a bank account: Navigate to your Klarna balance in the Klarna App and click on "Transfer." Include the amount to transfer Select the connected bank account. Please note, it may take up to 3 business days for the money to reach your bank account. However, if this option is not available for you, the funds in your Klarna balance will need to be used for any goods or services with Klarna. We will document your feedback regarding the available stores for the Pay Now option, however these are all the options that we can provide to you at this time.
Initial Complaint
Date:01/21/2025
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.
Unauthorized charge and purchase from Digistore24 and charged to my "Pay in 4 Klarna" account. I saw the first payment come out. Did not recognize. The next day I received the product. I immediately returned and contacted the vendor saying I didn't order and didn't want it. They acknowledged receipt of the return and credited back the first payment taken. They left the remaining 3 payments open on Klarna.
Long story short, I have filed complaints, been on the phone and email with Digistore24 (merchant), my bank and Klarna. Each keep pointing the finger back to each other. I can't get anywhere and I'm now in collections for the leftover amount $238.37. Can you help me get this resolved? I'm not getting anywhere. I will never use Klarna again...I didn't even use them this time.
Business Response
Date: 01/22/2025
Hello ********,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Digistore24 (HZV42DGJ).

We have reviewed your concern regarding this order being fraud. At this time the order is with the collections agency ***************. The 'unauthorized purchase' dispute was declined after fraud held an investigation. This purchase in question was made on October 22 but there was a previous purchase made October 12 that was refunded. We are unable to excuse the balance of this order at this time. Thank you.
Initial Complaint
Date:01/17/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/27/2024, I noticed an email that said a Klarna account was made in my name. The account proceeded to make two purchases totaling ~ $1300 at Valentino using a card that I did not recognize. However my name, email, phone number, address, and DOB were used. My identity had been stolen. I immediately contacted Klarna's customer support to alert them of this issue and have the account closed. They had me log into the account and report the fraudulent purchases and would not allow the account to be deleted until it was resolved. I also filed an identity theft report to the ***; and contacted ********* directly to try and stop anything from being shipped. Since then, Klarna has cancelled the purchases but are continuing to try and charge interest on them. (Again, to a card I don't even recognize. It's not mine.). I contacted **************** again yesterday (1/16/2025) and they said they would investigate, and that I needed to answer email correspondence if additional information was needed. Today (1/17/2025) , I received an email stating that there was no fraud found and that my claim was invalid. The account is still active and there are still pending interest charges. They denied my request.
Business Response
Date: 01/22/2025
Hello Alyssa,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the account that was said to have been fraudulently created.

At this time the orders have been 100% written off. We have requested that this account be closed at this time. We hope this now resolves all of your concerns. Have a great day.
Customer Answer
Date: 01/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22826397

I am rejecting this response because: as of right now, (1/23/2025 at 4:20 PM EST.) the charges are still visible and pending, and the account is still active.

Regards,

****** ******
Initial Complaint
Date:01/17/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 11th, 2024, I made a purchase at a physical ***** store in Orland square mall in Illinois. I used a one time Klarna card to make the purchase and bought 2 items totaling $277.39. I decided to return one of the items on 10/13/24, the item being "ROCHELLE FAUX LEATHE", total of return is $163.17.
This company (klarna) charged me the initial payment of $69.37 on 10/11, $19.34 on 10/18, and $19.34 on 11/1. Total paid so far for this order is $108.05.
The total I should owe after making my return to the ***** store should be $114.22, which I will pay once they resolve their issues and incompentence. Their customer service agents keep giving me run around regarding the process of making the return, mind you, I've been making returns in store the same way as I always have and this is the first time I've had issues.
First they said I didn't use my bank card to process the return, when I didn't even have to insert my card to finish processing the return in the first place they just issued the refund.
Second time they told me I didn't use the one time KLARNA card that expires after 24 hrs, to process the refund. It had been past 24 hrs when I made the return and the card was no longer active! how was I going to use that card to process the refund???
So this company said contact ***** so they can confirm the return has been received. I contacted them , I have email correspondence where they confirm the return! I have receipts, I have conversations with them contradicting their processes. I have done more than my part, I've always paid them and try to pay them ahead of time. I've reached out to ***** and as they've already confirmed they received and processed the return and the rest is up to Klarna. I'm absolutely tired of going back and forth on this issue when it's obvious this company is trying to steal from their customers.
Business Response
Date: 01/22/2025
Hello ********,

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

When you made a return for your order with ***** (LQKBQK7M) the store refunded $163.17 to the incorrect card within your ***** ******. The card refunded was the One-time card associated with ****** (********). This happens when multiple One-time cards are stored in ***** ******, as the store is unable to view card details within the ****** to ensure the correct card is refunded. We can certainly understand how the placement of the refund can cause confusion. Since this is a function within ***** ******, we are not able to prevent this from happening.

To summarize, your payment plan with ***** (********) will remain the same with the next payment of $176.34 due on the next retry date.

The refund of $99.94 was applied to your outstanding balance on order with ****** (********), reducing the amount owed from $99.94 to $0.00 and left a refund of $63.23 which was sent to your Visa ending in **** on October 19th, 2024.

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:01/16/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This issue is in reference to two orders. The first order was made to Dominos on December 22, 2024 and the second order was made to Cettire on December 31, 2024. I contacted ******* through their website and I also called the store concerning my order. I placed an order with my gift card and I did not receive my order. When I called the store to clarify I didnt receive my order, I was told that the funds would be refunded back to my original payment method that was used upon placing the order. However, I did not receive the funds back to my original payment method. Nor did I hear back from Dominos after contacting them almost 2 weeks ago. Concerning my order with Cettire, my package was expected on January 6, 2025. I did not receive the package on the expected date, therefore, I contacted customer service through their website on January 8, 2025, still have yet to hear back and I have yet to receive my package. Id like this issue resolved, thank you!
Business Response
Date: 01/17/2025
Hello *******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ************** (V7054PFR) and Cettire (VL3994KB).

After reviewing your order with ************** we can see the order was recently placed under a dispute on January 16th, 2025, however as an immediate resolution the remaining balance of $18.00 was written off and $19.00 refunded back to your **** ending in 4608. These funds should reflect in your bank account within the next 5-7 business days.

The order with Cettire (VL3994KB) has an active dispute on the order as of yesterday January 16th, 2025. Our Resolution team is actively investigating this issue for you and will reach back out to you as soon as possible. Please rest assured, you will not receive any payment reminders as the statement will remain paused whilst we investigate further. We will contact you when we have an update regarding your query or should we require further information.

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:01/16/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/16/2025, I wanted to purchase tickets for a concert. I used Tickermaster. I decided that I wouls used Klarna to pay for the tickets and pay over 4 pay periods. I then CANCEL THE PURCHASE, BEFORE THE TICKETS HAD BEEN PURCHASED, and I was stiil charged for tickets I did not receive. When I called and asked them as to why my account was charged when I clearly CANCEL BEFORE confirming payment, I was told that they put a hold on my account. I told the perosn I spoke with that it was NOT a hold but a CHARGE made, AGAIN reiterating that NO PURCHASE WAS MADE. Klarna did not even show a purchased made when I logged in to my account.I was told that this was standard practice. I was then told it will be 1 to 7 business days before the funds were returned to my account. THEN I was told to contact my bank to get the funds refunded to me because they could not refunds the money back to me. I was confused because there seemed to be some inconsistencies to the conversation. When I asked for clarity, the same things were repeated to me. So I am out of $268.61 and no tickets because I CANCELED before making a purchase! I am asking for a refund of my $268.61 because there was no a hold placed on my account, the tickets were canceled BEFORE confirmation of purchase, and I was charged $268.61. Thank you.
Business Response
Date: 01/17/2025
Hello ******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding a charge for a said order that was not placed.

We have taken a look into your account and we are not able to locate a said charge. We ask that you please dispute this with your bank directly as we are not able to refund it from our end. We would love to assist directly but without locating the charge we are unable to look into the matter from our end. We understand this is not ideal but we would like to help you and that is the best course of action we have at this time. Thank you and have a great weekend.
Customer Answer
Date: 01/17/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22821398

I am rejecting this response because: this was sent through to my bank and charges are being disputed.

Regards,

****** *****
Business Response
Date: 01/17/2025
******,

Disputing with your bank is best so great. We are not able to locate the funds on our end. Thank you and have a great weekend.
Customer Answer
Date: 01/17/2025
[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,

****** *****

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Klarna Inc. is NOT a BBB Accredited Business.