Business Profile

Payment Processing Services

Klarna Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,606 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:06/12/2024
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 have revolving credit with Klarna for buy now pay later purchases. I have had ongoing issues with one of my purchases. The first issue was that the merchant issued me a credit on the items since the price went time since the time I bought it. It was like pulling teeth to get the amount I owed klarna adjusted. Finally the merchant just sent me a check. Klarna deleted the transaction history on this account and you cant even see what I purchased and my payment history. I made a payment on May 20th for $******. Then for weeks the app kept showing I still owed this amount, I called in and they said everything was fine. Today it reflected I only owed ***** but when I went to make a payment, it still showed me owing $******. I spoke to a rep that said I was sent to collections which was strange since they collected my ****** in May, and I have never been over 30 days late. I asked to speak to a supervisor to resolve this issue but I am either hung up on or told there are no supervisors. This business is very unprofessional and wrongfully sent me to collections. I have good credit and I dont need any blemishes.
Business Response
Date: 06/13/2024
Dear ******,

Klarna is in receipt of your complaint ********, in regards to the balance showing on order 2W1K87Q9 with ****** ******.

On May 9th, 2024 an email was sent informing you that to avoid being sent to collections, a payment of $176.71 needed to be made by May 14th, 2024. The payment of $151.84 was not submitted until May 18th, 2024 and was successfully posted to the order on May 24th, 2024. Due to the payment not being received in full, or by the date mentioned in the email that was sent on the 9th, the remaining balance of $24.77 was sent to the collection agency SIMM Associates on May 22nd, 2024.

Since your account has been sent to collections, if you would like to make a payment or learn more about your options, we recommend you contact SIMM Associates at 1 *************).

It's good to know that Klarna does not currently report to credit bureaus, so this has not affected your credit score.

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.
Initial Complaint
Date:06/11/2024
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 Made a purchase from coach outlet on May 11, 2024 through Klarna and have been paying my installments since then for the amount of 36$. On June 10, 2024, Klarna put a hold of 131.52$ on my bank account. I did not make any purchases. I contacted coach and they claim to not have any orders under my name. I contacted klarna and they also say there are no purchases for that amount. I requested that they investigate and they release those funds and they say they can’t. They advise me to wait 7 business days to see if the payment goes through and then they said they will investigate. They refuse to investigate until my money is missing. The bank suggests I cancel my card which causes more problems and it’s a whole hassle. I feel like fraud is committed in my account and klarna has been most unhelpful. This is not a secure company and I believe they have committed fraud.
Business Response
Date: 06/12/2024
Hello ******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding an unrecognized charge on your bank statement from Klarna.

After reviewing your account we can see the order placed with ***** ****** (********) was split into two statements. Split statements" occur when (1) the store does not confirm all items from your purchase at a single point in time (for example, one or more items from your purchase ship on different dates); or (2) the amount of your purchase increases after you agree to the terms of this agreement (for example, if you subsequently authorize the merchant to include taxes, fees, charges or additional items in connection with your purchase).

Unless we provide you with a new payment schedule, each split order constitutes a separate Pay Later in 4 loan; provided, however, that the total sum of all Initial payments and installment payments disclosed on each payment schedule associated with your purchase will not exceed the total purchase amount.

The first statement ********** had a downpayment of $57.11 on May 12th, 2024. The second statement ********** had a downpayment of $74.41 which was posted on May 14th, 2024, making the total amount paid for the first installments $131.52. No other holds in this amount reflect in our system, which would indicate that you may have seen an authorization hold.

Please note that authorization holds are simply “pending” and should never post as a charge. This means that the authorization reversal will not reflect as a refund. The pending amount will simply be released from pending and fall off of your bank statements. If the pending hold is no longer visible on your account that means that the authorization hold was successfully released.

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: 06/12/2024
the explanation provided does not explain why klarna accessed my bank account and placed the amount of 131.52 on hold on JUNE 10 in my bank AGAIN! The payments referred to from May 11 and 12 were already paid. They need to release my funds NOW and explain why they placed money on hold again when all I have remaining to pay is approximately 36$ in total.

Regards,

****** *******
Business Response
Date: 06/13/2024
Thank you for your response. Our records do not show a new charge on June 2nd, 2024, and so what you are seeing on your bank statement is an authorization hold. I would like to offer some clarification as to how Authorization holds work here at Klarna for future reference. As part of our approval process, we may conduct a pre-authorization hold on your specified card to ensure it is not being used fraudulently. The amount charged will never be greater than your first installment due for the order.

The pre-authorization is immediately voided or reversed by Klarna, which means that the funds should not be withheld from your account. Processing times to remove pre-authorization holds vary by bank.

Please note that authorization holds are simply “pending” and should never post as a charge. This means that the authorization reversal will not reflect as a refund. The pending amount will simply be released from pending and fall off of your bank statements. If the pending hold is no longer visible on your account that means that the authorization hold was successfully released.

However, if after the 5th business day the authorization hold is still reflecting please send the following information:

The card type (Visa, Mastercard etc.)
The last four digits of the card charged
A current screenshot or picture of the hold on your bank statement

Customer Answer
Date: 06/13/2024
KLARNA HAS NO RIGHT TO PLACE ANY HOLDS ON MY BANK ACCOUNT WHEN I DID NOT MAKE A PURCHASE! This situation has caused me hardship. I need that money and because of Klarna I can’t access it. Your response and reasoning is unacceptable and you will need to compensate me for the hardship. You can start by releasing the hold IMMEDIATELY, and by clearing any future outstanding amounts remaining in MY account - 36$, because I will have to cancel that card and I will not be providing Klarna with the new card information, so you better close my account and settle the remaining balance on your own!!!

Regards,

****** *******
Initial Complaint
Date:06/07/2024
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.
On May 10th 2024 i returned an item to Amazon which i had paid for using Klarna. Amazon gave me the refund via amazon account, so then i notified Klarna that i has returned that one item. they put a pause on payments and took over a month to get back to me. I have called Amazon 3 times and im told they sent over all the information that Klarna needs to adjust my payments owed, yet Klarna has not done that. I have sent emails with screenshots and other information that Klarna requested only to get an automated email from the looks of it saying I did not send the information and they have unpaused the payments and are trying to get me to pay THEM for an item that was returned and verified as such 3 times already. its like no one on Klarnas side is even trying to help me. they are not communicating with Amazon. I cant speak with a human on the phone, everything is like an AI chat and they dont understand what you are talking about. i have tried multiple times to speak with someone on the phone and the chats dont help either, after sending all the screenshots and information yet again they said they would raise the issue up higher yet i have not received any communication to show this has been done.
Business Response
Date: 06/10/2024
Hello Rayianca,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Amazon (0MB1DHWM).

After reviewing your order we can see the order was placed under a Return dispute on May 10th, 2024, the dispute was closed on June 10th, 2024 due to the evidence provided not being verified with the store, so the return dispute was closed and the payment plan reinstated. Since the store has informed us that the return is invalid we recommend reaching out to them directly for further assistance.

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: 06/10/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21819383

I am rejecting this response because: I have spoken with Amazon directly via phone 3 times and the last time i was told they sent Klarna all the information they needed and that i would not be charged by Klarna for the item I returned. Klarna kept asking me to contact Amazon and thats what I did. Klarna is not in communication with Amazon because if they were they would have the same information I have. The item has been returned and Amazon received it. I provided the screenshots showing it was received and Amazon told me directly on the phone 3 times that it has been received. Klarna is not doing there job and is trying to force me to pay them for something that was returned and i am not going to do it simply because they are not trying to do their job in verifying.

Regards,

Rayianca ******
Business Response
Date: 06/12/2024
Thank you for your response. We have not yet received a refund for this order, however, as a courtesy on behalf of Klarna the remaining balance of $53.69 has been written off and $53.99 refunded back to your **** ending in 8995. These funds should reflect in your bank account within the next 5-7 business days.
Initial Complaint
Date:06/07/2024
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.
After years using Klarna and a perfect payment history (except for a late payment due to an expired card) and with a approved spending limit of almost $1000, I started getting denied in March 2024 due to credit score, but when I get the denial, the score on the letter is "missing." I contacted Klarna because I have never provided them with my ss# and was told that they don't have my ss#. How can they deny based on my credit score if they don't have my ss# or my permission to pull my credit from Transunion. No-one there has been able to answer that question and I keep getting told to just keep trying purchases. Why did it all of a sudden start happening after over 2 years of using the service? They refuse to answer and refuse to explain this to me, so filing a formal complaint as they are required to provide my credit score if they deny based on credit. I have attached the emails showing the score as "missing" along with their chat responses and response to my bad review. They don't have my ss# so can't pull my credit without that. They need to change their deceptive practices and stop illegally denying me due to a "missing" credit score, which is missing because they don't have permission to pull my credit or my ss# on file.
Customer Answer
Date: 06/10/2024
This is not a complaint for them to change their procedures or policies. It is about deceptive practices and because of how they denied my purchases. It's a shame you let a company get away with this
Customer Answer
Date: 06/11/2024
From: '*****' via Dispute Resolution - Shared Inbox <********************************************************>
Date: Mon, Jun 10, 2024 at 6:32 PM
Subject: Complaint 21818839
To: ******************************************************** <********************************************************>

See below from the company. I contacted my bank and they are not allowed to update the card directly I have to do it, so this is fraudulent information from Acima.

----- Forwarded Message -----
From: Fraud <*************************************>
To: ********************* <*********************>
Sent: Monday, June 10, 2024 at 01:51:23 PM PDT
Subject: Card Information

acima

***********************,

On June 6, ********************************************************************** 7804 that got added to you & your husband's account. Upon review, it seems your financial institution sent us the updated card information. For clarity, some credit card companies do this to help reduce payment disruptions because of outdated card information. Please reach out to your financial institution with any questions or concerns.

Best Regards,
Fraud | Acima

P.O. *************************

--------------- Original Message ---------------
From: ***** [*********************]
Sent: 6/6/2024 4:16 PM
To: ***************
Subject: Leases - Need to Know How A Card GOT ADDED TO OUR ACCOUNTS

Hello,

I am writing regarding a question that has come up with our accounts and a card being added to our accounts without my permission.

Lease ******** and Lease 17490196

One is for ***********************, my husband and the other is for me, ***********************.

When we applied we set everything up with card ending in 6184. We have not made any changes to this or updated the card - neither of us. We also did not login to our account, but I found out from your chat that someone added a card ending in 7804 to both these accounts on 5/30.

The bank sent me this card only a little bit prior and I had not even started using or updating.

Can you please explain to me HOW the card got added to both these accounts and WHO did it? There is no history of us logging in to do so and there was no email received updating the payment method.

I need to know these answers before I contact the bank and have them cancel the card ending in 7804 as I did not give this to acima yet to use.

Thank you

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

ref:!00D150EfOB.!500VH0DDAi1:ref
Business Response
Date: 06/11/2024
Hello *****,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your recent denials when attempting to make purchases with Klarna.

You are being denied due to a score reject. Rather that means you have poor credit history or we are unable to pull your identity. You will be required to contact Transunion to ensure all information aligns with what you put on your Klarna account.

We are unable to override this matter as this is pulled by our automated system. If the order does not go through, you are welcome to explore our other Klarna products such as Pay by Card. We understand this is not ideal but with limited options, you will be required to try again at a later time and/or contact Transunion to understand what is going on. If they state all is well but we still can not pull the history, we are not able to do anything manually on our end.

We hope this addresses your concerns at this time. Have a great day.
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: 21818839

I am rejecting this response because: Transunion indicates you need to have my ss# in order to request credit. As klarna as stated they do not have my score, so they can't pull credit, so how they can reject based on credit when they don't ask for the information necessary to pull credit is wrong.
The business did not address the issue - they just sent a generic response.

Regards,

***********************
Business Response
Date: 06/20/2024
*****,

We have the last four of the *** which ends in 9602. This would be something you entered at a point on your profile to help prove your identity. We are unable to override the purchase denial reason of score reject. We encourage you to try using Klarna again once there is improvement with the credit history. We hope this addresses your concerns. Have a great day.
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: 21818839

I am rejecting this response because: As you can see from their own email and proof they don't have my number and aren't able to even pull the score.

They are lying to you.

Regards,

***********************
Initial Complaint
Date:06/07/2024
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 made a purchase on your app that got canceled. I had no itinerary information. I printed a one time card for $799 and it was for a hotel and flight the flight got canceled. I provided you with the information from frontier never got itinerary for the American Airlines flight.
You guys were supposed to issue a refund on the difference of the card because I didnt use $799, the flight was $******. Ive never got refunded for that you sent an email was sent for $******. This all happened on June 2.
I proceeded on that Wednesday and I booked another flight because I had to get to my daughters wedding in ******* it was a flight on ***** Airlines. I put in the wrong return time Because I had to get to my daughters wedding in ******* it was a flight on ***** Airlines. I put in the wrong return time. I called Travelocity back immediately. She told me she issued a refund for $317.68. I dont see that as well , so on the account there are additional charges for two airline tickets that I dont have one is for the $317.68 that we have one ****** .
I reached out to you guys multiple times with screenshots and Im not getting anywhere or getting no response so Im pretty sure you can look in the outgoing chat out chat to see all of the conversations so I need for you to adjust my account accordingly
my next step is, I will be found complaint with the *** as well because this is ridiculous But Im being charged this enormous amount of money that is not correct . You owe me a refund of $643.16 plus ****** .
its really sad how much time you spend on the phone with your live chat and all they do is wanna put something under investigation.
This was a simple issue of not receiving a service as I stated multiple times in the chat so hopefully you can read the chat back-and-forth in the dialogue. This is ridiculous that you have to come to this point of filing this and Im also gonna file like I said after Im done with this with the ***.
Business Response
Date: 06/11/2024
Hello *********,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the orders with Delta Air Lines (H6B0N4KM and XJJ7VTVC), Expedia (2CT0N07C-1), and Travelocity (JG745MST).

After reviewing your orders we can see neither of the Delta Air Lines orders have received any refunds from the airline. Since neither order has yet received a refund we would recommend reaching out to the airline directly and requesting that they provide you with refund confirmation for both orders. The refund confirmations need to include the refund amount, date and last four digits of the payment method refunded.

The order with Expedia (2CT0N07C-1) was placed on May 10th, 2024 in the amount of $138.26. You made one payment of $34.56 and the store issued a full refund on May 14th, 2024 and so the one payment of $34.56 was issued back to your **** ending in 3578 on May 15th, 2024.

The order with Travelocity (JG745MST) was placed on June 4th, 2024 in the amount of $392.00 and has also not yet received a refund for the order. However, you have provided refund confirmation from the store confirming that a refund was issued for the order, and so on behalf of Klarna the entire balance of $392.00 has been credited to the balance.

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: 06/21/2024
Attached is proof from the original request American Airlines and frontier that purchase was charged and refunded as well as ***** Airlines said on 4 June, which was 17 days ago, never received a refund. Ill be in charge for something that I did not receive and Im not paying for I will go to the **** if necessary as well as I have reached out to the airlines as well and travel velocity of multiple occasions this is documentation as well as I can provide additional document
Initial Complaint
Date:06/07/2024
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 are saying I made a purchase when I have told them it's fraud. I missed 1 email and 1 phone call. They are saying since they wasn't able to reach me they are deeming it to be a legitimate transaction
Business Response
Date: 06/07/2024
Dear ********,

Klarna is in receipt of your complaint ********, in regards to two purchases on your account that have been reported as unauthorized.

For order ******** with **********************, this order has been investigated by Klarna's Safety Department four separate times. The first dispute was opened from May 13th through May 29th, the second dispute was opened from May 29th through May 30th, the third dispute was opened and closed on June 6th and the final dispute was open from June 6th to June 7th, 2024. All of these disputes were closed and the invoice was reactivated due to the fact that there was no fraudulent activity found on the order.

For order ******** with **********************, this order has been investigated by Klarna's Safety Department four separate times as well. The first dispute was opened from May 20th through May 29th, the second dispute was opened from May 29th through May 30th, the third dispute was opened and closed on June 6th and the fourth dispute was opened from June 6th through June 7th, 2024. All of these disputes were closed and the invoice was reactivated due to the fact that there was no fraudulent activity found on the order.

Klarna's Safety Department has deemed these statements as legitimate and informed you via email that you are liable for payments. Please refer to the emails that were sent from *********************

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 ******************
Customer Answer
Date: 06/07/2024
I did not make the purchases. I missed 1 email and 1 phone call while i was peforming my work duties at work. This is what caused them to automatically deem them legitimate purchases after not responding in a timely manner. No messages were left in my voicemail after the single missed call. i have reached out to them 4 to 5 times telling them I did not make purchases nor will i pay for said purchases especially when they removed 1 of the 3 fraudulent charges. This is the reason for starting this inquiry with BBB.

Regards,

******** ******
Business Response
Date: 06/10/2024
Dear ********,

Thank you for reaching back out.

Both orders in question were investigated by Klarna's Safety Department once they were reported as unauthorized.

Klarna's Safety Team found no evidence of fraudulent activity on the orders, deeming the statements as legitimate and reactivated the invoices. You are liable for the payments on these orders.

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 *********************
Customer Answer
Date: 06/10/2024
After talking to klarnas team they failed to relay any information in regards to these "legitimate purchases". I inquired to where these businesses were and what was purchased, whether it was goods or services that was fraudulently charged to my account. Their team could not manage to give any details as to what was purchased. Their response was "they did not have any information as to who or where the businesses were". It is odd that with little to no information they had they were quick to assert the fraudulent charges on to me. I never recieved any conformation for what was purchased or any merchandise, just a bill from klarna.

Regards,

******** ******
Initial Complaint
Date:06/06/2024
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 says I owe them over $300 for a Temu purchase. I returned all of the items back to them. I have order numbers and an ARN number. They verbally advised me they had received the items which I returned two weeks ago.
Business Response
Date: 06/06/2024
Hello *****,

Klarna is in receipt of your complaint ********, in regards to a balance that is showing on your Klarna account for a returned **** order.

After searching our systems, we were not able to locate a **** order associated with the email address or phone number that your complaint was registered with.

Please respond with the Klarna order reference number and/or screenshots that you have supporting the refund that was issued.

Thank you!
Initial Complaint
Date:06/05/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I dont have a Klarna account. Keep getting bills last bills date of purchase 5-21-24 from Lids - LML1G7S1 for $75.81. 5-23-24 from ******* 2J28Z2G4 for $224.70. The bill states that debit card ending with 7400 will be charged. I dont have this card. Please clear up this fraud
Business Response
Date: 06/06/2024
Hello ****,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the orders on your account said to not be yours.

All fraud inquiries require you to call in to our customer service to dispute. Our number is ************** and we are open 8am-6pm ET.

We hope this addresses your concerns for the time being. Have a great day.

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

Complaint: 21808286

I am rejecting this response because: I have called in before. The person accused me of having these charges. The account is being paid by the person that is committing the fraud on me! My email, phone number and address are being used without my consent.

Regards,

*************************
Business Response
Date: 06/10/2024
Dear ****,

Thank you for reaching back out.

When you call in, you will need to inform the agent that you speak with that you would like to file an unauthorized purchase dispute on the orders in question. They will input the provided information. After the dispute is filed, this will be forwarded to Klarna's ***************** for further investigation. You will be contacted via email once the investigation is complete.
Initial Complaint
Date:06/05/2024
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 ordered a product through a company named Jonr I received a broken product and immediately contacted Klarna only to be told I needed to do all the work and contact the company I was asked to submit all the emails I had submitted to Jonr. Only to realize that I was also charged on my PayPal account for the same product. I let Klarna know I never received the product they were charging me for . They are still charging me they gave me a $19 refund on a $218 .
Business Response
Date: 06/06/2024
Hello ******,

Klarna is in receipt of your complaint, ********, in regards to the defective device that you received on order ******** with ****.

After reviewing the screenshots you provided via chat, we are able to see that you have tried contacting the company several times for a return label, and that they are unresponsive.

Your initial refund of $51.84 was issued to the Mastercard ending in **** on March 18th, 2024.

The balance of $91.95 has been removed from this order and the remaining refunds of $2.90 and $66.04 were issued to the Mastercard ending in **** as of June 6th, 2024. Please allow 5-7 days for these funds to populate in your account.

You are no longer liable for the payments on this order and this order will now reflect as complete in your Klarna account.

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 ******************
Initial Complaint
Date:06/05/2024
Type:Product Issues
Status:
AnsweredMore info
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I made a purchase using Klarna. I paid my balance in full on May 1st. I ended up returning one of the items and a refund was sent to Klarna. However, on 06/04/2024, I received an email demanding proof that this was refunded to them or I they would reactivate my account and charge me again. The business was notified by ******** ****** of the return on 05/01/2024 to which I have email confirmation. In the original email I was given 7 days to provide a receipt. I responded that I did not think the information was correct to which I received another email the same day 06/04 stating that my dispute is denied when it hadn't even been 2 hours let alone the 7 days I was originally given. This seemed very retaliatory. I asked to escalate to management and the response I received was worse than the original. The rep would not even listen to what I was saying and stated they were correct and then once again demanded the receipt. I have provided the receipt but have not received confirmation that they will not try and charge me again. They have received multiple pieces of proof that the refund was sent to them but they refuse to acknowledge and continue to handle this in a very unprofessional manner. I asked for further escalation which was refused so I have no other option than to seek outside assistance to hold them accountable for their actions. I am providing both emails from ******** ****** and Klarna that confirm the return and also shows that Klarna received more from ******** ****** than they returned to me which seems like theft to me. They were sent $36.94 and only returned $28.31 for a difference of $8.63.
Business Response
Date: 06/06/2024
Hello ********,

Klarna is in receipt of your complaint 21807269. We appreciate your inquiry regarding the order with ********** ****** (********).

After reviewing your order we can see the store issued a partial refund of $28.31 on May 1st, 2024. As the order was paid in full the $28.31 was issued back to you via a card refund, and another card refund of $8.63 was issued on June 5th, 2024. Both refunds were issued to the Visa ending in ****, and can take up to 7 business days for the refunds to reflect in your account.

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