Complaints

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

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• 

  Klarna Inc.

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

• 

  Klarna Inc.

  PO Box 8116 Columbus, OH 43201-0116

• 

  Klarna Inc.

  821 Broadway Fl 11 New York, NY 10003

• 

  Klarna, Inc

  P.O. Box 206487 Dallas, TX 75320

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

• Initial Complaint

  Date:01/25/2025

  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 made a purchase in store at ********* and used Klarna as my payment method. The total was $129.21 for one item and it was going to be split up into 4 payments. I paid Klarna my first installment of $64.59 on 12/3/2024 when I made the purchase. The merchandise didnt work out for me and I made the return on 12/17/2024 at the same store I made the purchase from. Days passed and I noticed I had not received my refund. On 12/23/2024 I notified Klarna for the first time that I returned the merchandise therefore I should not have a payment plan at all anymore so they paused my payment plan until they confirmed with the store. More than a month has passed and I have yet to receive my refund from Klarna of $64.59. I have gone back and forth with Klarnas customer service and no one seems to be able to help me. *** already contacted the store I made the purchase from and they confirmed they refunded Klarna on 12/19/2024 and this was even confirmed by Klarna when I spoke to them but yet they dont want to refund me what I already paid them and remove the rest of the payment plan from my account. I have given them more than enough time to resolve this issue.

  Business Response

  Date: 01/27/2025

  Hello ******* - 
  
  Klarna is in receipt of your complaint, ********, in regards to a refund that you were expecting for order ML303XB7 with Lululemon. 
  
  After reviewing your account, we were able to locate the refund of $129.21. The refund was applied to order RXMPFBRB with ****** on December 18th, 2024. 
  
  Out of the $129.21 that was refunded, $79.95 was used to pay the Target order in full. Since you had already made one payment of $19.98, the refund created an overpaid balance and the payment of $19.98 was refunded to the **** ending in 3046 on December 18th, 2024 as well. 
  
  An email was sent on December 24th, 2024 informing you that the refund issued to the one-time card created for the Target order was created for less than the refunded amount, so the difference of $49.26 was being refunded to the card on file. 
  
  The refund of $49.26 was issued to the **** ending in 3751 on December 24th, 2024. 
  
  Due to being refunded in full; partially to your Target order and partially back to your personal card, the remaining balance of $64.62 on your Lululemon order is valid, as you are essentially paying for the Target merchandise on your Lululemon order. 
  
  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:01/24/2025

  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 ordered from this Company call ******** via the Klarna app only to find out Custlove was a fraud company and a scam ad through Tiktok and they never delivered any of my items and refuse to refund me my money. *** provided emails to Klarna proving this company did not deliver anything to me and refuses to refund me and asked Klarna to step in since everything was done through their app. Klarna refuses to cancel the order and refund me although i have sent them proof from postal services that this company used fake postage and is a scam and i never got anything delivered to me. the Company Custlove that Klarna approved this order for is using fake postage and fake delivery companies that provide false proof of deliver and Klarna refuses to investigate further to see that this company is a fraud company out of china with no phone number no contact or business information other than a fraud email address in which no one responds. I want my money back and this company needs to be investigated. which Klarna refuses to do.

  Business Response

  Date: 01/24/2025

  Hello ****** - 
  
  Klarna is in receipt of your complaint, ********, in regards to not receiving order JR41X6F0 with CustLove that was placed on December 5th, 2024. 
  
  After reviewing the evidence that you provided showing that CustLove is unresponsive when requesting a refund after offering it and that **** confirmed that the order was not able to be delivered, Klarna has determined that you should not be held liable for this order. 
  
  The remaining balance of $87.66 has been removed from the order and your down payment of $24.15 has been refunded as of January 24th, 2025. Please allow 5-7 days for these funds to populate in your account. 
  
  This order will now reflect as complete in your Klarna account with a balance of $0.00. 
  
  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:01/23/2025

  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 keep receiving threatening statements from Klarna stating I need to make an account and make payments on items I did not purchase or it will affect my credit. I reached out to them and they told me to file a police report. At this point I thought it was a scam and still do but they are continuing to send letters. One reference number they give is ******** on the letter. I did not nor have I ever made a purchase using Klarna and need help to resolve. If someone else created orders under my information they can check the details of the orders that they were not shipped to my location. I can provide any information requested but need help as Klarna continues to threaten action if I do not pay and I am unwilling to pay for something I did not authorize. They might need to improve their security.

  Business Response

  Date: 01/23/2025

  Hi ***** - 
  
  Klarna is in receipt of your complaint, ********, in regards to an authorized purchase that you are being notified about. 
  
  Please reach out to Klarna’s Customer Service Team via chat and provide them with the order number that you were given in the letter(s) received. They will have to ask for specific details and information to open the report, so they will need to speak with you directly. 
  
  Once the order is reported, it will be forwarded to Klarna’s Safety Department for further investigation and you will be able to provide additional evidence of fraudulent activity to them. Once their investigation is concluded, they will reach out to you via email with their findings. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ###-###-#### or via chat 24/7 at ****************** 
  
  

  Customer Answer

  Date: 01/23/2025

  
  
  I contacted them over phone with reference number. Told them I didn’t make purchase it was a fraudulent charge. They ask me to contact police. I said no because i didn’t make purchase. 
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 01/24/2025

  Hi ***** - 

   

  Thanks for reaching back out. 

   

  Please request that an "Unauthorized Purchase" dispute is opened; this will begin the process of gathering your information to be forwarded to the Safety Department. A police report is good to have to provide to the Safety Department once your case is forwarded to them. 

  Customer Answer

  Date: 01/27/2025

  I accept the business's response to resolve this complaint.I contacted Klarna today through there app. They said that this was concerterd as a fraud and the matter was closed.  If I receive any more letters I will contact you.  
  
  
  
  Regards,
  
  
  
  ***** *******

• 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,
  
  ****** ******