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.

  821 Broadway Fl 11 New York, NY 10003

• 

  Klarna, Inc

  P.O. Box 206487 Dallas, TX 75320

• 

  Klarna Inc.

  PO Box 8116 Columbus, OH 43201-0116

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:06/20/2024

  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 used Klarna to finance my trip in initially until I had enough money to pay the total amount off. Three weeks prior to my trip I went to pay of the entire amount of the trip and when I went to process the payment it gives me an error message. I call my bank and they say everything is good on there end. I finally get in touch with a customer service representative and she recommends that I make the first installment to see if the payment goes through which it does. They are deceitful in there advertising and agreement because although you choose a payment plan they explain that you can pay the entire amount at anytime and even go a step further and mislead you by making it a choice at Pay early but they do not allow the transaction to go through.

  Business Response

  Date: 06/21/2024

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Airbnb (0CW6NJZP).  
  
  After reviewing the order we can see this order is a Pay over 12 months order. At this time, there is no option to make a custom payment on Term Loan orders. If you wish to pay more than the monthly minimum, you will need to continue submitting individual payments. Making multiple payments will still decrease the amount of interest paid on the order, as multiple payments will shorten the tenure of the loan.
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  

  Customer Answer

  Date: 07/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21879892
  
  I am rejecting this response because:  although the term was pay of 12 months. I should be allowed to pay the full amount at anytime. It was an option when I signed up to pay over the 12 months and now it is not. Not multiple payments, pay in full! Why is the option not available now Klarna? The term agreement was misleading and you are not standing by it. I want to pay the full amount owed. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/01/2024

  *******,

   

  Our only option at this time is to make additional manual payments on the order. This helps decrease the interest on the order. We are not able to accept the payment in full at this time. We hope this addresses your concerns. Have a great day.

• Initial Complaint

  Date:06/20/2024

  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.

  KLARNA RE-OPENED AN PAYMENT PLAN TO TICKET MASTER AFTER IT WAS PAID IN FULL TO KLARNA

  Business Response

  Date: 06/21/2024

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Ticketmaster (HRJ9CSHX). 
  
  After reviewing your order we can see the order did in fact receive all four payments, with the last payment posting to the order on April 18th, 2024. The order was paid in full and the invoice was closed on April 19th, 2024. On June 19th, 2024 a payment of $137.68 and $137.69 were chargeback and again on June 20th, 2024 two more payments of $137.69 were chargeback. 
  
  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. With all four payments being returned to you by your bank, the outstanding balance owed to Klarna is $550.75. 
  
  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:06/20/2024

  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 purchased shoes from this app. I returned the shoes. And they are still charging me for what *** returned.

  Business Response

  Date: 06/21/2024

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with **** (NKP85SW6). 
  
  After reviewing your order we can see the order was placed under a couple of Return disputes. Since you received the refund from **** to you directly, that money is still owed to Klarna. As Klarna has financed your order and paid the merchant in full up front, we do ask that any return go back to Klarna, the supplier of the funds for your order. If a refund is supplied back to you directly in another form of payment such as cash, a gift card, to your personal card, or another form of payment, you will still be responsible for reimbursing Klarna for the remainder of the order that we have not been reimbursed for.
  
  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:06/19/2024

  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.

  They charged me for a product and order that was never received

  Business Response

  Date: 06/20/2024

  Hello *******,

  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****** (9GD0NGWD).

  We have now canceled this in our system as proof of cancelation was provided. Any holds or funds will release and become available to you within 5-7 business days. We hope this addresses your concerns. Have a great day.

  
  

• Initial Complaint

  Date:06/18/2024

  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 applied for a one time card, but i did not use it.Klarna deducted my first payment.I reached out to Klarna to advise them that i did not place the order with their card. They were investigating, but I did not get a resolution and again they are starting up my payments.I did not make a purchase and should not be charged at all.Attached you can see that i did make a purchase for similar items but it was NOT with the KLARNA card. Also, the additional items were never purchased. I attached the Amazon order I placed and used another card in addition to a picture of the one time klarna card that I did NOT USE.

  Business Response

  Date: 06/20/2024

  
  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Amazon (CDLG3HC7-1).
  
  We have reviewed your concern regarding the Amazon order that was said to not have been placed through Klarna but you are being charged for it. The order was disputed as 'unauthorized purchase' but it was declined and you have stated you created the card. The new dispute was 'incorrect invoice' and we are able to see it was closed as well due to lack of evidence provided during the dispute process.
  
  You will need to go back to that email and provide the following for assistance. Without your cooperation our Disputes Resolutions team is not able to proceed to possibly fix your concern. We advise you to respond to that email with all information asked or best you can provide otherwise, the order will remain owed and there will not be an investigation. 
  
  We hope this addresses your concerns for the time being. Have a great day.

  Customer Answer

  Date: 06/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21868248
  
  I am rejecting this response because: 

  i did not get to use the card. I did create one but it was NEVER used. I did reply to the email and put in how I purchased some of the items with proof that another card which was NOT Klarna. I am being charged for a card that I did not use. In the complaint as well as the email I attached the supporting documents not sure what else you need from me. Please take the time to review it, also not sure how the Klarna card shows used if I never in fact use it. 
  
  Regards,
  
  *********************

  Business Response

  Date: 06/25/2024

  *****,

   

  There was a list a things needed to continue the investigatiion and it was sent twice. Without those things, our Disputes Resolution team is unable to continue your dispute which why it was closed. You will need to provide proof of trying to rectify the dispute with the merchant as they have charged Klarna for an order. Until proof of communication is provided, the order will remain owed without being looked into any further. This is proper protocol for all customers whom dispute an order using 'incorrect invoice'. Please contact the merchant and provide the full chat or email thread for more assistance with this matter. Thank you.

  Customer Answer

  Date: 06/25/2024

  [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:06/18/2024

  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.

  On 05/11/2024 i attempted to use Klarna to purchase a $75 giftcard from ******** however i never received this electronic giftcard, i never received an order confirmation email proving this transaction went through. I have contacted ******* on numerous occasions and spent hours on the phone with them Im being advised they have no record of this order, i have expressed this to Klarna on multiple occasions however they continue to completely ignore everything that i am saying and are trying to charge me for $76 for a giftcard that was never received. Their customer service is truly useless and have done nothing to help me, very poor communication. I am seeking that this charge be cleared and that i receive a refund as i never received the giftcard. They keep asking for me to provide proof, please tell me how Im supposed to provide proof when i never received an order confirmation number, never received the giftcard, and when i talk to ******* they are unable to locate the transaction

  Business Response

  Date: 06/18/2024

  Hello Lainey,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ******* (S534PXBL-1).
  
  We have reviewed your dispute and why it was closed. It was closed due to the lack of evidence provided. You may not be able to provide all of the following but you will need to provide us with as much as possible to continue the dispute.
  
  A link to the stores website
  Screenshot of the order confirmation from ******* which includes all the items in the order and individual pricing 
  Screenshots of communication via chat or email with ******* trying to resolve the issue. If you have not yet reached out to *******, please do so first.
  Tracking number and shipping company for your order, if this has been provided by the store.
  The expected delivery date as provided by the store.
  Which article is missing from the order?
  
  Please provide us with communication from ******* stating they are not able to locate the order using the one-time card ending in 5343, your email or name. This can be via email or chat but it will need screenshotted in it's entirety. Once that is received, we will be able to further assist outside of the dispute process.
  
  We hope this addresses your concerns. Have a great day.

  Customer Answer

  Date: 06/19/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21865531
  
  I am rejecting this response because: i need Klarna to physically contact ******* with the card details and transaction details; i spent so much time on the phone with ******* just for them to keep pushing me back to the bank. They dont see the order on my account, they cant find the transaction from 05/11 they checked with the last 4 of the card but nothing is coming up. I tried to chat with ******* online so i could get this in writing because per ******* they cant give me anything in writing i have to contact the bank. Unfortunately the chat got no where because they told me to call the 800 ******* number. 
  I finally got to a supervisor who spoke with the billing financial team at ******* and they are not finding this transaction; he has put in a request that they send me an email or letting so that i have proof to provide you. My only other option would be for Klarna to call me so i can do a direct 3 way call with ********* However the issue with this is that there is NO PHONE number for Klarna. Im really at a loss here. I guess i will wait the 24/48 Turn around time ******* gave me to receive the email from the billing department. 
  

  If Klarna can call ******* or call me, that would be fantastic to speed up this process. I do not accept Klarna reply and this has yet to be resolved. I have attached proof of the two calls i made to ******* today and my efforts to reach them on chat. 
  Regards,
  
  ***************************

  Customer Answer

  Date: 06/25/2024

  I was told by ******* last Thursday they would send me an email in writing that they cannnot find this transaction. I called back as of today because i never received anything and spoke with a different supervisor who advised me they are unable to provide me anything in writing. They have requested that i advise the bank Klarna they have asked me to dispute these charges because they are unable to find the transaction in their system, they are unable to refund my directly. I am getting bounced back and forth and Klarna is still trying to charge me for this. I have no idea what else i can do Im exhausted and no one is willing to take the extra step to help me. If Klarna would call ******* and give them the transaction date, the amount and last 4 of the card they would advise them the same thing. ******* has offered to do a 3 way call with Klarna but there is no phone number out there for Klarna that i could find. I NEED SOMEONE TO LISTEN AND READ WHAT IM SAYING AND TO HELP ME. PLEASE

  Business Response

  Date: 06/25/2024

  ******,

   

  We have written off the order as a courtesy at this time. The payment of $19.75 has been refunded. Please allow 5-7 business days to receive that back to Mastercard ending in 4263. The order is no longer owed. We hope this addresses your concerns. Have a great day.

  Business Response

  Date: 06/25/2024

  ******,
  
  As per previous response, we have stated we have refunded your payment of $19.75 to Mastercard ending in 4263 and the order was written off. You are not responsible to pay for the order. If you will like to place a new order with the merchant, you are welcome to do so.

• Initial Complaint

  Date:06/17/2024

  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.

  I reported a problem on order charged to my account from Amazon for $930.69. They have taken a total of $464.35 fraudulently from my account. I didnt place the order. Nor did I receive any of the merchandise that I was charged for. I contacted customer service & after waiting for over 40 minutes I finally spoke with a Representative. They asked me to provide purchase order history from Amazon which I did via email. I was then told they would open an *********************** Amazon regarding this order. The initial dispute was filed April 1, *****. After some time I was told that the dispute had been closed & charges resumed & that I needed to contact Amazon again to pursue refund. Amazon has no record of this order or any payment(s) for the amounts I had been charged. Ive gone back & forth with Klarna trying to resolve this ******************************** has definitely dropped the ball on the investigation. Finally had to contact my bank to resolve this matter satisfactorily.

  Business Response

  Date: 06/18/2024

  Hello Cantese,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Amazon (540LBR5D). 
  
  In order to resolve this issue we are going to provide you with the charge IDs for the order. For security reasons this information will be sent to you via email. 
  
  By providing Amazon with these IDs they will be able to confirm with you what the order is for and hopefully resolve this issue. Please provide us with proof of contacting Amazon via chat and providing them with the charge IDs and their response in the form of screenshots. 
  
  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:06/17/2024

  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 used KLARNA to purchase a duvet cover from Etsy. Two payments were withdrawn, but I returned the duvet cover. Etsy reimbursed KLARNA, however KLARNA did not return the refund to me. They only reimbursed $26.63 (the shipping fee)Two withdrawals from my account were made:4/18 $59.29 & 4/3 $59.28.AI is the only option for trying to recover the money. Then if asking for a real person, I am referred to a paid service asking to bill my credit card.They owe me $91.93.** told me KLARNA paid ETSY the whole amount. I doubt this. I believe ETSY just received what I had paid.NO real customer service!

  Business Response

  Date: 06/18/2024

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Etsy (H8LP9B73-1).
  
  We have reviewed the matter and we have concluded you were not refunded the full $118.57 paid towards the $237.15 order total because the merchant did not provide a return credit for the full amount. Etsy charged Klarna $91.94. hence why only the difference of $26.63 was returned to its original form of payment.
  
  If you wish to receive the remaining $91.94, Etsy will need to process a full refund. Without that, there is no refund due back to you. We have disputed the order again to reach out to the merchant as well but continue to work with them as the sooner they are able to adjust the order, the faster we are able to process a refund. This has been disputed again and you will need to fill out the evidence gathering that was sent to your email.
  
  We hope this addresses your concerns for the time being. Our Disputes Resolutions team will be able to take over from this point once that evidence gathering is submitted. Thank you.

  Customer Answer

  Date: 07/01/2024

  From: ************** <******************>
  Date: Fri, Jun 28, 2024 at 6:03 PM
  Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
  To: Better Business Bureau <********************************************************>
  
  
  I still have not received the money owed. If Etsy is holding it up - why?
  

  
  

  Business Response

  Date: 07/01/2024

  *****,

   

  Klarna has not received a return credit from the merchant. You will need to contact the merchant regarding the refund if you were expecting a full refund. Klarna is not able to process a refund until that is completed on the merchant's part. They can also refund you directly if you wish to proceed that way as well. At this time, there is nothing more we are able to assist with at Klarna. We hope this addresses your concerns. Have a great day.

  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: 21863159
  
  I am rejecting this response because: 

  Etsy is not refunding my money, or KLARNA. Either way I am owed about $100.00 that I paid through KLARNA for a product at Etsy. 
  
  Regards,
  
  **************

  Business Response

  Date: 07/02/2024

  *****,

   

  We have refunded you as a courtesy. You will be refunded $32.65 to **** ending in 9337 and $59.29 to **** ending in 0986 for a total of $91.94. Please allow 5-7 business days for those to reflect into your account. We hope this addresses your concerns. Have a great day!

  Customer Answer

  Date: 07/10/2024

  From: ************** <******************>
  Date: Sun, Jul 7, 2024 at 3:50 PM
  Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
  To: Better Business Bureau <********************************************************>
  

  
  
  

  Looks like Etsy finally took care of the reimbursement. Your help made this happen! Thank you very much!

• Initial Complaint

  Date:06/17/2024

  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.

  STORE ORDER REF: XUP2593649 ORDER REF: F4JNQ079-1 As per Klarna's suggestion, I filed for a chargeback with ******** and received provisional credit on 6/10/24 for the second payment I paid to Klarna for $34.83. The same day, 6/10/24, $7 was taken back from my bank account for return shipping. Klarna already took $7 from me for the return shipping before they even began processing my refund. Below I have laid out the key details of this situation:My payment plan for Klarna was 4 payments of $34.83. They took off $7 from the first payment of $34.83, and refunded me $27.83. This $27.83 refund arrived in my bank account on 5/21/******* claim they initiated the refund for the second payment of $34.83, but the refund never came through.When contacting Klarna through BBB, Klarna advised me to call my bank to do a chargeback on the $34.83 as it never came through.I did what they suggested, and received the provisional credit, but got $7 deducted the same day from the credit of $34.83. This means that I would be paying return shipping twice, which is unacceptable.Once again, I provided all the evidence I needed to on my end. It takes you two seconds to check if I already paid the return shipping or not. The item would have never been returned if I didn't pay the return shipping, correct? So why would you deduct $7 again? How are you a company that handles people's finances, and are stealing money from your customers? How is this acceptable in any way? People put their trust in you to not cheat them out of their money, and you're doing exactly that. I am requesting you to refund me my $7 immediately. I have ONCE AGAIN attached MORE PROOF to this email. Please make sure to THOROUGHLY LOOK THROUGH THE EVIDENCE and THOROUGHLY READ THIS EMAIL. Thanks. Best,*********************

  Business Response

  Date: 06/17/2024

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Coach Outlet (F4JNQ079-1).
  
  We have reviewed your concern and it was found you were sent one refund. The details of the refund is listed below:
  
  $27.83 was refunded to **** ending in 3749 on May 20. ARN: 24011344142000018140432.
  $34.83 was reversed to **** ending in 2973 on May 20. ****: 399190.
  
  The $34.83 payment was reversed meaning it never fully processed. The automatic payment was made May 20 at 1:35am and Klarna processed a refund May 20 at 2:17am. It will not show as a refund as the payment should have simply fell off and never came out.
  
  Please provide your bank with the system trace audit number (****) for better assistance. We hope this addresses your concerns regarding the refund. Have a great day.

  Customer Answer

  Date: 06/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21859701
  
  I am rejecting this response because: 

  This has nothing to do with my claim. I am already aware the second payment was reversed, and was told by you guys to do a chargeback. When I did the chargeback and received my provisional credit, $7 was once again deducted for the return fee even though it was already deducted before I was refunded the first payment. I am requesting you to refund me my $7, otherwise this is literal theft. Why would I pay $14 for return shipping?
  
  Regards,
  
  *********************

  Customer Answer

  Date: 06/17/2024

  You stated that the charge should have fell off, but IT DIDN'T. Which is why YOU GUYS SUGGESTED that I do a chargeback. Once I did the chargeback, you guys ONCE AGAIN took $7 from me. 

  Business Response

  Date: 06/17/2024

  *****,

   

  We have not collected the funds as it shows as reversed on our end. Again please contact your bank with the ****. If they are still not able to locate the reversed funds then they will need to provide an official document stating the funds were withdrawn and can't be located. This must include the **** provided to you, the last four of the card, the amount of the charge and the date of the charge. Thank you.

  Customer Answer

  Date: 06/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21859701
  
  I am rejecting this response because: 

  For the third time, your reply has zero to do with my complaint. The funds were located because I was charged, which is how ******* was able to do a chargeback. My concern is that after I received provisional credit for the chargeback, Klarna decided to take a second payment of $7 from that provisional credit for the return fee. I just contacted Klarna and both Coach via chat. Klarna chat told me that they see the $7 and will escalate it to upper management. Are you not upper management? Coach says they do not see this extra $7, agreeing with Klarna that this was taken from my bank by Klarna. My money didn't just disappear into thin air. Give me my refund of $7, or I will be reporting you for fraud and theft. 
  
  Regards,
  
  *********************

  Business Response

  Date: 06/18/2024

  *****,
  
  We have refunded you $7 at this time. Please allow 5-7 business days for this to be received. We hope this addresses your concerns. Have a great day!

• Initial Complaint

  Date:06/16/2024

  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.

  Klarna is charging me for 3 orders that were NEVER placed. The app had an issue and kept reloading causing the error. I have sent MULTIPLE emails and spent HOURS on the phone with customer service. No one knows what theyre talking about and NO ONE is listening to what I am saying. The company itself that the orders were supposedly made through has also VERIFIED that none of these orders are valid. I have forwarded that email from them MULTIPLE times. And still no one pays attention to it. I have called customer service multiple times and have requested call backs or some type of communication from a supervisor or manager only to be told that there are none??? I think we all know that is a blatant lie. This is fraudulent and just plain stealing.

  Business Response

  Date: 06/17/2024

  Hello Ria,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the orders with Ring Bomb Party.
  
  We have reviewed these three orders (5DKBR7ZG, MT47W6WT and 6KHC0VJQ) and the disputes were closed for each as you have not provided the requested information. You have provided the same screenshot stating there is no order found with your card ending in 5938. Your card was not used to place the orders, therefore the screenshot does not have any significance to the case. There were three different one-time cards created, therefore reason being there are three orders and none of them end in 5938 as we are able to see that is your card used to pay the invoices back to Klarna.
  
  Disputes Resolutions has asked for more information. There will need to be more proof of communication as the screenshot doesn't prove anything to reverse the matter. We will dispute these three orders once more but you will need to contact the merchant and provide the full conversation to confirm what was charged to these one-time cards. The cards used ends in 2423, 9274 and 7135.
  
  Please await for the disputes process to begin and you will be email as you have been before. We hope this addresses your concerns for the time being. Have a great day.

  Customer Answer

  Date: 06/18/2024

  Included is additional information from Bomb Party showing that the transactions were not valid. The card numbers, amounts and all other pertinent information are included in the screenshots. 

  Customer Answer

  Date: 06/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21856902
  
  I am rejecting this response because: 

  I have submitted the required information, Bomb Party has advised that none of the orders are valid  I have sent numerous detailed screenshots from Bomb Party showing that these orders are not valid This is fraud 

  
  Regards,
  
  *************

  Business Response

  Date: 06/25/2024

  Ria,

   

  All 3 orders have been refunded and no longer owed to Klarna. There were no refunds processed to your card as all 3 orders payments were charged back by your bank. We hope this resolves your concerns at this time. Have a great day.