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

Customer Complaints Summary

2,606 total complaints in the last 3 years.
944 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:06/27/2024
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.
Account was hacked. They are saying I owe them $600. It was more than that. They refunded me for four hours but still saying I owe two I have filed police report and filed a ********** report. They are not even acknowledging the police report or investigating it soon as I make a complaint less than 20 minutes later the complaint is closed saying I owe them. I think the company is quoting people and putting money on there like they owe them. I have never ordered from the companies they are saying off their website they name one company then they name, **** and then the name, so they name company saying I bought something from these people and all my account so I havent
Business Response
Date: 07/01/2024
Dear ******* -

Klarna is in receipt of your complaint ********, in regards to the two active orders that are showing on your Klarna account.

After reviewing the orders on your account, we can confirm that they have both been forwarded to Klarna's ***************** for further investigation several times.

For order SXMCB6CN, this has been investigated and there has been no evidence of fraudulent or suspicious activity found. From here, you are liable for the remaining balance of $175.88.

For order F2JDPV5R, this has been investigated and there has been no evidence of fraudulent or suspicious activity found. From here, you are liable for the remaining balance of $299.46.

For more information on the dispute outcome please reference the email sent by ************************************* Please note that for security reasons, we are not able to provide any further details than what's provided in the email sent from *************************************

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 www.klarna.com/us.

Customer Answer
Date: 07/01/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21909847

I am rejecting this response because: I did not order anything from neither of the three companies they say they claim one company with the Bath and body Works, but it went from **** and body work to target then it went from target to ***** I have not ordered anything off the website from those company they are making these and making my credit go up. I paid off everything I owe them, I have support and report with the federal investigation

Regards,

*********************************
Business Response
Date: 07/02/2024
Thank you for your response. The orders have been investigated multiple times by a different specialist each time, and the specialist determined that the invoice for this statement is correct and found no suspicious activity. Unless new evidence, such as a police report, or complaint with the store, we will not be able to review this order further.

Customer Answer
Date: 07/02/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21909847

I am rejecting this response because: I have provided documents from all three company showing my last date of when I purchased anything from them off-line. I did not use my card with this company and I did not get any orders or anything from this company nor did I authorize they called my phone and I denied purchases so Im not sure y company would let go through also they refunded four of the transaction done before and after less than twenty mins apart so they know its fraud just as well as the police station stated it was cyber fraud this needs to be taken off my credit

Regards,

*********************************
Customer Answer
Date: 07/02/2024
I have provided them with all this information before and they keep switching store after I provide them with information that I didnt buy from any of those stores first it was Bath and body Works. Then it went to target and now its *****
Business Response
Date: 07/05/2024
Thank you for your response. The One-Time Card was created for Bath and Body Works but was actually used at Target. This can cause some confusion with both store names reflecting, however this is the correct order and the information provided in relation to the dispute is correct.

Customer Answer
Date: 07/09/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21909847

I am rejecting this response because:
I did not buy from any of these companies. I did not purchase anything from Bath and body Works and I didnt purchase anything from target and I didnt purchase anything from ***** I have sent emails showing you guys that I havent purchased anything from them and showing you my conversation with **************** they keep changing companies now. The first response to them was it was not purchased at Bath and body Works. It was actually purchased at **** now. I prove that I didnt purchase anything at **** now it Target, I didnt purchase anything in the company is trying to cheat me. Can someone please help me?
Regards,

*********************************
Business Response
Date: 07/16/2024

************************* Takacs
Fri, Jul 12, 3:34 AM (4 days ago)
to me

In the above mentioned case, we have sent multiple responses to this customer regarding their UAP disputes. Unfortunately, the customer keeps rejecting the responses however we have nothing else that we can tell her.

Klara
--
**************************************

CS Complaints Management

CO Nordics Customer Support DK/NO

********************** Bank AB (publ)

Sveavgen 46, SE-111 34 *********

Reg no: 556737-0431
Customer Answer
Date: 07/17/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21909847

I am rejecting this response because: I didnt make purchases and sent all information over with all the accounts to the different stores they say I ordered from and they show I didnt order anything or recieve anything . I have yet to get order numbers from klarna or even what the purchases were? Also the address the orders were delivered to and who signed for them or picked up the orders and from which stores the addresses and etc bc they are fraud and making up amounts and transactions and I need this removed from my account and **********************

Regards,

*********************************
Initial Complaint
Date:06/27/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Made a purchase using Klarna and purchased was returned. Klarna has refused to refund my money for the purchase after evidence of order being canceled/returned was sent to them. They are not refusing to refund any money due. Will NOT be using this business further as their practices seems like scam.
Customer Answer
Date: 06/27/2024
Company has agreed to refund money after complaint filed to BBB.
Business Response
Date: 06/28/2024
Hello ******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with American Eagle (X457WW6K).

After reviewing your order we can see the order has been adjusted to reflect no outstanding balance and a refund of $20.58 issued to the **** ending in 9349 on June 27th, 2024. These funds should reflect in your bank account within the next 5-7 business days.

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

Customer Answer
Date: 06/28/2024
[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,

***************************
Initial Complaint
Date:06/27/2024
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.
Klarna charged me 15$ of fees for a purchase of 100$ at ******** They announced their service as being no fees. They charged me 3 times 5$ fees. First time they said I did not have the right credit card online. After I changed it they continued charging me 5$ fees for every transactions. I had the right credit card online, I dont know what I could of done more. I tried reaching their customer service, but their response is all AI and it does not make sense.
Business Response
Date: 06/28/2024
Hello *********,

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

After reviewing your order we can see the original order total was $100.78, however there were three $5.00 reminder fees added to the order, which made the new order total $115.78. Reminder fees are added when a payment has been missed/failed and so because three out of four payments initially failed a fee was added to each failed installment.

We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs!
Customer Answer
Date: 06/28/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21908806

I am rejecting this response because: After the first failed attemp with the credit card, I have switched my credit card for the one to use and made it my primary card. The card was good. But even after this Klarna kept not using this card for unknown reasons. They were charging me 5$ penality but the card that was on file was working.

Regards,

***********************************
Business Response
Date: 07/01/2024
Dear ********* -

Thank you for reaching back out.

When the primary card on file is updated, this is set at the card for future purchases, not existing orders. To change the card for existing payment plans, you will need to update the payment method of each individual method.

You can view more about this in our FAQs here: ***************************************************************************************************

As a courtesy, one of the $5.00 late fees has been removed and credited to the order.

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 www.klarna.com/us.

Customer Answer
Date: 07/01/2024
[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,

***********************************
Initial Complaint
Date:06/26/2024
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.
Klarna charged me $74.04 instead of the $5 payment on my order. I made 3 $5 payments and then the next payment instead of $5 they charged me $74.04. My account on ********************** shows me the order and the charge of $74. However when calling Klarna they dont see that charge in their end. Also on other orders they said my bank did a chargeback and Klarna charged me again for those when my bank statements have no history of chargebacks. Klarna is not much help on this issue when I called too. Right now they have me going to chat support for the $74 charge to send my screenshots but mind you I did call multiple times on this and they didnt see charge. This was back in March and now we are in June and no resolve. I know there are already multiple consumer complaints about this with Klarna from other consumers. I want my money refunded!
Business Response
Date: 06/27/2024
Hello ****,

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

We have reviewed your concern and located the order in question. We are not able to locate the charge. Please provide a screenshot of the charge coming from your bank account with the date, name of the charge. the amount and please provide the last 4 of the card charged ****** Mastercard, AMEX, etc.

Once this is received, we will be able to take an even further look into this matter. Thank you.
Initial Complaint
Date:06/26/2024
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 placed a order on March 30 2024 with Klarna for a dress from stacees I never got my dress it showed delivered but not to my address I contacted stacees by email numerous of times no response I had to order the same dress again on April 2024 that dress was delivered I contacted Klarna they opened a dispute for the March 30 dress in the amount of $145 after a while they closed the dispute so i contacted Klarna again told them I was not paying for something I didnt get I told Klarna why would I by two dress identical dress I only needed one so they opened another dispute it shows delivery for the dress ordered on March 30 but I never got the dress So I just contacted Klarna again on June 25 told Klarna once again I want a credit to my account of $145 for the dress I never got I was told they cant open another dispute for the dress after talking to them they said ok we will open a dispute. And the dispute they opened on June 25 was for my second dress which I gave received and I payed infull so what is going on with this Klarna company I want a credit for my March *********** the amount of $145
Business Response
Date: 06/27/2024

Hello *****,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ******* (ZLH8ZD7V-1).

We have reviewed your concern regarding your order not being received. When you placed a dispute on the order, we reached out to the merchant. They then provided us with valid tracking (********************************************************************************). This is proper protocol to have the dispute won in the merchant's favor. 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. The remaining balance of $145.00 remains owed on the order. We hope this addresses your concerns. Have a great day.
Customer Answer
Date: 07/05/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21903651

I am rejecting this response because:
I did not receive the goods I dont care about your tracking code from Stacees I gave nit received the dress I had to Oder another dress and pay again I need this resolved I need a refund
Regards,

*************************
Business Response
Date: 07/08/2024
*****,

We are not able to provide a refund unless the merchant provides a return credit. The merchant provided valid tracking and the dispute was closed. This is resolved on Klarna's end. Please contact the merchant and/or carrier for more assistance at this time. Thank you.
Initial Complaint
Date:06/24/2024
Type:Order 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.
In early May I was looking at hotels in ****** through Booking.com. I saw one that offered Klarna as a payment option. I applied for Klarna credit but DID NOT COMPLETE THE PURCHASE for that particular hotel because it didn't have a cancellation option. I decided on another hotel and again, DID NOT COMPLETE THE PURCHASE on the ***************** that Klarna would have funded. (I went with Priceline instead, and another form of payment.) However, I regularly get bills from Klarna letting me know that an automatic debit will be taken out. I contact them, explaining again, that I did not complete the purchase. They ask for proof from Booking, which I don't have BECAUSE I NEVER COMPLETED THE PURCHASE!!!! Klarna agrees to put a hold on the payment request "while they elevate my complaint to the correct department". (This has happened three times.) A few weeks go by and they start the whole thing again. I consider this harassment at this point - and my concern is that a "non payment" will affect my credit. Can you PLEASE help me to resolve this issue before I change all my bank cards for fear that they'll just start taking my payments?
Business Response
Date: 06/26/2024
Hello ****,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Booking.com (***) (1Z3X3KJ6).

After reviewing your order we can see the order was incorrectly disputed as an Unauthorized Purchase, however a new and correct dispute has been placed on the order. In order to assist you further with this order the resolution team will need written proof that the order was never placed and that the store does not find the order in their system. Once this information is received the resolution team will be able to look into this further for you!

We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs!
Customer Answer
Date: 06/26/2024
Here is everything I have, plus two additional emails that say the same things as the attached emails. I contact Booking.com, they tell me it's Klarna. I contact Klarna and they say they need proof from Booking.com. Booking.com doesn't have proof BECAUSE THE PURCHASE WAS NEVER MADE. Then I get a bill from Klarna and start the whole thing again. I sends them everything again, and they pause the bill. On and on it goes ...
This is the THIRD time Klarna has asked for this information.
Thanks for your help resolving this.
****
Customer Answer
Date: 06/27/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21892139

I am rejecting this response because:
Here is everything I have, plus two additional emails that say the same things as the attached emails. I contact Booking.com, they tell me it's Klarna. I contact Klarna and they say they need proof from Booking.com. Booking.com doesn't have proof BECAUSE THE PURCHASE WAS NEVER MADE. Then I get a bill from Klarna and start the whole thing again. I sends them everything again, and they pause the bill. On and on it goes ...
This is the THIRD time Klarna has asked for this information.
Thanks for your help resolving this.

Regards,

***********************
Business Response
Date: 07/01/2024
Hello **** -

Thank you for reaching back out.

After further review, we have decided to close the dispute in your favor. As of July 1st, 2024, the remaining balance of $271.49 has been removed from order 1Z3X3KJ6. This order will now reflect as complete in your Klarna account with no balance due.

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 www.klarna.com/us.

Customer Answer
Date: 07/01/2024
Hi,
Again I am receiving bills for this Klarna bill for a hotel I never booked. Now Klarna is adding late payments to what they say I owe, which will soon start affecting my credit.
Any update on your end? I honestly don't know what else to show as proof for this non-transaction, because it wasn't a transaction! Again, I only looked online at a hotel in ****** around May 2, for a trip I was planning at the end of May, and I wanted to see if I could get a payment plan for this purchase, which was offered by Klarna, through Booking.com. I filled out the Klarna application and was approved for the amount requested. However, I did not complete the booking because I saw that it did not offer a cancellation policy for the hotel, and my plans were't in stone yet. At the same time I had found a hotel offered through Priceline and Affirm (I have used Affirm in the past and knew I would be approved), and this hotel DID offer a cancellation policy, so I decided on the hotel offered through Priceline (***************, from May *****. I have receipts from *********, *********** and Affirm to prove that this was my purchase.)
******* keeps asking me for proof that I didn't make this purchase, but I have no proof BECAUSE I didn't make the purchase! No receipts, no refunds, nothing to show that the purchase was made - so how can they demand it before they erratic ate this ridiculous charge? I have NOTHING from Booking.com or the hotel I had looked at through them (I don't even remember which one), because the purchase was never completed - only the Klarna application was approved for the amount I WOULD have paid if I had gone with the ******************
Where to from here? As I said, this "late payment" will hurt the credit that I'm working hard to rebuild since covid.
Thanks for your help, and please let me know an update when you have one.
****
Customer Answer
Date: 07/01/2024
[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. Thank you so very much for your help in resolving this.

Regards,

***********************
Initial Complaint
Date:06/23/2024
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 have been a customer with ********************** for Years. I was among the very first group to use the Klarna card. Within the last month, my Klarna card suddenly stopped work, and without any warning. After 4 unhelpful sessions with a chat rep - all they said was that I needed to wait for 3 days after my automatic payment went through, then I could use my card. NOT TRUE . None of them could explain why my card stopped working. One day I got a call from Klarna saying there was suspicious activity on my account and wanted to confirm the attempted purchases - all of them were mine. Apparently someone or something was trying to access my card (still unclear), but their resolution. My ORIGINAL request was to get a new card sent to me - a replacement, and clearly there was something wrong because when I followed the steps using the screen share, it clearly didn't work. I was told that because of the suspicious activity they had to completely close my account, and I'd have to apply again. I WASNT APPROVED. Because of someone else fraudulently trying to use my account, I was penalized, and you never helped me. I should've been able to get a replacement card. You took that away from me. I've never been late on a payment- faithful customer, and you did nothing to help. I should have a new Klarna card in my hand right now. Instead, you penalize me, for someone else's behavior. I want my card back. Just as quickly as you shut my account down - and you were about to hang up on me without any explanation. I had to stop you from closing the call to find out what was going on. I want my card back.
Business Response
Date: 06/26/2024
Hello *********,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your Klarna Card.

After reviewing your account I do see your ********************** Card was successfully terminated on June 18th, 2024. In the case where a Klarna card is lost or Unauthorized activity is detected, we will immediately close out the card to prevent further suspicious activity from occurring.

Unfortunately, because this Klarna Card was terminated you have to rejoin the waitlist to be approved again and have a Klarna Card sent out again. Customer service representatives do not have the ability to approve or deny customers on the waitlist, however, you will receive an email notification once you have been approved again.

While we understand this can cause inconvenience and frustration, customer service representatives are unable to manually approve or deny Klarna Cards as it is determined by an automated system.

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

Customer Answer
Date: 06/26/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21889644

I am rejecting this response because:
I was already approved for the card, and now I am not approved. I should not have to be out back on a wait-list for something I already had. I should've been provided a new card. My on time payment history with Klarna is 100%. I was already approved which is why I had a card. Youve taken away my ability to use Klarna WITHOUT CAUSE. I am not the person who fraudulently used the account, yet you are penalizing me. I demand to have a replacement card. You've dismissed my account without reason. I understand that you have to terminate my account that has a security issue, but that has NOTHING to do with me. I should've been able to get a replacement card, due to being inconvenienced by a thief. This is not an outlandish request. Thats like a thief stealing my car, and the car dealership blocking my ability to get a new one because of the thief. It makes no sense. I'm getting 'arrested' for someone else's crime. YOU ARE PENALIZING ME FOR SOMETHING I DIDNT DO. AT THIS POINT KLARNA IS IN BREACH OF THEIR OWN CONTRACT AND ILL CONTINUE WITH THIS LEGALLY UNTIL ITS RECTIFIED.
Regards,

***********************************
Business Response
Date: 06/27/2024
Thank you for your response. At this time it is Klarnas policy to immediately close down any Klarna Cards that have suspicious activity, this is for security reasons. Again, customer service representatives are not able to manually view, edit or approve any customers on the waitlist.
Initial Complaint
Date:06/22/2024
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.
hello I tried temu using klarna and I had a product come and the recliner was broke.. I spent 2 weeks trying to resolve issue I then had to close my credit card so klarna woulld stop charging me for a broken product... I have added klarna app tgo try and contact klarna via *************************************************************************** a foreign language , I reached out to klarna on ******** and dm'd them and got same AI response contact sweden via email. still all in foreign language. I wrote letter to *************, Ohio office and ******** office and now they are trying to send me to collections when all I have been trying to do is pay them for what I owe them but it is impossible to reach any human anywhere and no responses from any of my attempts and I don't want this to affect my credit,please help..it is impossible to reach anyone at klarna
Business Response
Date: 06/26/2024
Hello *******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Temu (CCT69K95).

After reviewing your order we can see the last payment of $16.80 failed and so the order is at risk of being sent to collections if not paid in full by June 28th, 2024. As a one-time courtesy on behalf of Klarna, the remaining balance has been written off and credited to the order. This now completes the order leaving an outstanding balance of $0.00 left to pay. You also no longer have to be concerned about the collection status on the account.

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

Customer Answer
Date: 06/26/2024
[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,

***************************
Customer Answer
Date: 07/02/2024
BBB received phone call from **************** stating although Klarna dispute was settled and resolved, his bank notified him that Klarna is attempting to charge $34.00, (approximately, as he is not sure of the exact figure) over and over again to his credit card. He wants the harassment to stop.
Business Response
Date: 07/05/2024
Hello *******,

The order with Temu (CCT69K95-1) was paid in full, however two of the payments were chargeback on June 13th, 2024. When a payment has been chargeback/disputed their bank withdraws the funds from Klarna and returns them to the customer. This deducts the chargeback amount from the order paid with Klarna. The outstanding amount left to pay for this order is $16.80. Once this balance has been re-paid the invoice will close again and no further action will be taken for this order.

Customer Answer
Date: 08/07/2024

Cmp/ReviewBROOKS,*** - Voicemail box 204 <**************************>
Attachments
Aug 6, 2024, 2:50 PM (18 hours ago)
to info

GoTo logo
You received a new voicemail message
Info New voicemail message
Time: Tuesday, August 6 2024 2:48 PM
From: Cmp/ReviewBROOKS,*** **************
Duration: 1 minute 11 seconds
Voicemail box: 204
Transcript:
Hi, yes, ***************************, ************. Don't have my complaint number because my laptop got shot, not shot, really shot, but it just went kaput. And then I put my new laptop up, and it never pulled up all the other stuff, so I don't have my complaint number. But it's with Klarna. They did, as you'll notice when we talk and you find my complaint number, you'll see that one of my main concerns was that nothing going on my credit bureau are going to collections. Well guess what Klarna did? They lied to you because you'll read all the notes and they sent me to collections. My phone number once again is ************ and pretty much any time since I'm a disabled veteran my caregivers take care of everything six hours a day. So I'm home most of the time unless I'm at my doctor's ************ or I'm at my chemo treatments. So please give me a buzz. This is crazy. Thank you.
Business Response
Date: 08/08/2024
Thank you for your response. After reviewing the account we were unable to see any chats, email, or phone conversations where you had reached out regarding your account. The order with Wayfair (83J1VGB1) was not placed under any disputes and does not have any notations indicating we received any communication from you regarding the order, however, on June 20th, 2024, you were sent an email informing you of the failed payments for the order and the risk of the order being referred to collections.
As no payments were received and no disputes were placed on the order the order was referred to collections on July 18th. If you believe that this debt is not owed, you will need to reach out directly to TrueAccord who can be reached at 1 *************) or via email at ********************** to dispute the debt directly with them and submit all evidence of the order cancellation, as Klarna no longer owns the order.
We are unable to alter the statements/owed balances while the orders are in collections. If TrueAccord were to close the claims on their end and return the orders to Klarna, then we would be able to take further action.
Initial Complaint
Date:06/21/2024
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.
Using the Klarna app I placed a purchase with Academy Sports. Part of the order was picked up from the store and the remaining items were to be shipped to my home, but were returned by the postal service because they were unable to deliver to the mailbox due to it being knocked over. I have not receive a refund for these items and they were never reshipped.
Business Response
Date: 06/25/2024
Hello *******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Academy Sports & Outdoors (DK8XPQDZ-1).

We have reviewed your concern regarding your order and we contacted the merchant when you filed a 'goods not received' dispute. The merchant responded and we have attached their evidence that helped resolve the dispute in the merchant's favor. The merchant processed a refund of $38.07 towards your order total. If you believe you are due more than the returned amount, you will need to contact the merchant directly for more assistance.

At this time the order stands as correct and the remaining balance of $27.68 remains owed towards the order. We hope this addresses your concerns at this time. Have a great day.
Customer Answer
Date: 06/25/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21884597

I am rejecting this response because:
I did not receive any merchandise. I did not sign for any packages. I have already paid more than whats owed for the merchandise received. Any negative reporting to the credit bureaus will result in a civil lawsuit for violation of the Fair Credit Reporting Act.
Additionally, close my account.

Regards,

***************************
Business Response
Date: 06/27/2024
*******,

The merchant has provided valid proof, which has been included, therefore the dispute was closed in their favor by our Disputes Resolutions team.

"The customers claim is for merchandise not received however the order was placed for in store pick up and fulfilled by the store. The order was picked up from store 158 on 4/26 and ASO issued a refund on 5/20 for $38.07. The customer successfully picked up the order from the merchant location and was verified via photo ID at the time of pick up. Please see highlighted below. "

Please contact the merchant for any further assistance at this time as Klarna has concluded the dispute's investigation. There is no new evidence provided to consider reversing the outcome. We hope this concludes your concerns. Have a great day.
Customer Answer
Date: 06/27/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21884597

I am rejecting this response because:

I never disputed picking up the items from the store. I have those and have paid more than what those items are worth.
I did not receive any items that were supposed to be delivered to me. You do not have proof of delivery, I.e. my signature.
Close My account. Make the balance zero. Cease collection efforts. Negative reporting to any credit bureau will result in a civil suit for violation of the Fair Credit Reporting Act.
It costs less than $100 to file.
Regards,

***************************
Business Response
Date: 06/27/2024
*******,

We have written off the remaining balance and refunded $18.04 to your original form of payment to reflect the pick-up receipt provided by you showing the order amount of $47.71. This is the amount that has now been paid to Klarna. We hope this now resolves your concerns.
Customer Answer
Date: 06/27/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21884597

I am rejecting this response because:
For the record, its not being written off. Klarna was supposed to resolve this issue with the merchant after filing a dispute.
Im not sure where the disconnect was with Klarnas customer service, and the inability to resolve this issue, but after after contacting Academy, they confirmed the balance Klarna reported as inaccurate and issued another credit. (See attachments)
Bad customer support **********************.
Now you can close this case.

Regards,

***************************
Initial Complaint
Date:06/20/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have provided the required information to Klarna about my return to HIbbett store and **** Headquarters and they continue to harrass me about my return and threatening to take monies out of my bank account for shoes that have been returned and the evidence is here and provided. Klarna makes it difficult to communicate with them and right before I sent this complaint I forwarded again my two receipts and two letters as evidence that I no longer have the shoes and there was no help in resolving my issue with them.
Business Response
Date: 06/21/2024
Hello *******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Hibbett | City Gear (9CL9HMJM).

After reviewing your order we can see the store has not yet processed your return. To support you, we need more return info from you by June 26th, 2024. As the return was made in store we kindly ask you to provide the Resolutions team with the following information:

Any communication with the store (successful and unsuccessful)

Any order confirmations/ cancellation/ refund confirmations, receipts, etc.)

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

Customer Answer
Date: 06/24/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21880787

I am rejecting this response because: Klarna will not allow me to submit my evidence. They are responding to me with a no reply email and when I go to their app, I am unable to load up my evidence. I also uploaded my evidence to their chat with a representative so they have proof of my evidence but they said that I can't do that. I need a email or something to upload my evidence and they are not responding to me. I don't have the shoes, Hibbett Sports has one pair and the **** Headquarters has the other pair. The evidence has been provided and I'm not paying for shoes that I don't have.

Regards,

*****************************
Business Response
Date: 06/26/2024
Thank you for your response. We ask that any evidence submitted be a png. Jpeg. file as we are not able to view most other files. The resolution team does require that return evidence is submitted to the related dispute by today, June 26th, 2024.
Customer Answer
Date: 06/26/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21880787

I am rejecting this response because: they won't allow me to submit my evidence and we are going around and around and I have evidence to prove that I have returned both shoes. I have evidence to show that the shoes have been returned. I am emailing my evidence to ******************************************************** for I am not able to send them to Klarna right now.

Regards,

*****************************
Customer Answer
Date: 06/27/2024
I sent them the same attachments that I sent you. They were sent the attachments more than once and it is part of this record. Can they see the attachments here or do they not know how to open them. All they have to do is reopen my case with them and I will send them again but they won't allow me to send them to them in their online app.
Customer Answer
Date: 06/28/2024
I sent them the same attachments that I sent you. They were sent the attachments more than once and it is part of this record. Can they see the attachments here or do they not know how to open them. All they have to do is reopen my case with them and I will send them again but they won't allow me to send them to them in their online app.
Business Response
Date: 07/02/2024
Thank you for your response. As a courtesy the remaining balance of $69.12 has been credited to the order and $69.12 refunded back to your Mastercard ending in 6380. These funds should reflect in your bank account within the next 5-7 business days.

Customer Answer
Date: 07/02/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21880787

I am rejecting this response because: I need to know does this completes my order with Klarna and no more money is going to be taken out for Hibbett Sports before I accept their response. They make it very difficult to communicate with them and this has been very stressful.

Regards,

*****************************
Business Response
Date: 07/03/2024
That is correct. As both payments were refunded and the remaining balance has been credited to the order with Klarna, no further action will be taken for this order.
Customer Answer
Date: 07/08/2024
[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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Klarna Inc. is NOT a BBB Accredited Business.