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:06/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally made A purchase through Serenades website ($597.00) and I paid via Klarna. With A $146.92 down payment, on April19, 2024. By April 20 the order was cancelled, I immediately contacted Klarna. They paused the payment until they investigated. After all the screenshots I sent them of the emails I had with serenade they stated they denied my claim and I had to resume payment. I made my second payment Friday May 31,2024. They claim they only received 1 payment and it could take up to 10 days to received

  Business Response

  Date: 06/05/2024

  Hi ***********, 
  
  Klarna is in receipt of your complaint ********, in regards to order JP5QZ9VF-1 with Serenade. 
  
  Serenade issued a full refund of $579.71 to Klarna as of June 3rd, 2024. This refund cancelled out your payment plan and your first payment of $146.92 was issued to the **** ending in 5181 as of June 3rd, 2024 as well. Please allow 5-7 days for these funds to populate in your account. 
  
  The second payment of $144.93 was made directly with your checking account, known as an ACH payment. These payments can take up to 10 days to process/post to your order even though you have seen the funds deducted from your checking account. As soon as this payment processes, it will create an overpaid balance of $144.93 that will automatically be refunded back to the checking account ending in *09 with Navy Federal Credit Union. You can expect this refund within the next 10 business days. 
  
  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:06/03/2024

  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.

  Used Klarna to purchase an AC unit. Item was ordered on April 21, 2024 and delivered as expected on April 25, 2924.Unfortunately item was damaged. I thought it would be best to return in store. Returned to a ******* that is located and hour away from my hometown on April 27, 2024. Reported return to Klarna. Klarna put hold on payments till they received noticed from *******. Received an email today stating that the receipts and emails that I had sent them were invalid and insufficient. I reached out to ******* and they assured me that all the emails and receipts I sent to Klarna was enough evidence to prove the return was made. Klarna denied me and said they could not side with me. They reinstated my payments. I am beyond upset. Klarna used to be a good app for purchasing items but lately its been against rather than helpful. I just want to know if BBB is able to help in anyway.

  Business Response

  Date: 06/05/2024

  Hello Syrophoenicia,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ******* (CW6FJ3SF). 
  
  After reviewing your order we can see the order was placed under a dispute on April 27th, 2024, however due to not enough valid evidence being provided. We kindly ask you to locate the email thread with the resolution specialist and send the following:
  
  Screenshots of communication via chat or email with ******* trying to resolve the issue. (If you have not yet reached out to *******, please do so.
  In order for us to pursue the errand we need to know that youve attempted to resolve the issue directly with the store.)
   
  What was the expected delivery date for the order?
  (If the store has not provided this, please let us know.)
  
  If you returned these items in-store, please provide us with a picture/screenshot of the receipt.
  (The receipt should clearly indicate that the item(s) was/were returned)
  
  If you shipped the items back to the store via mail:
  
  (Were you provided with a shipping label from the store?
  Name of the shipping company
  Tracking number for your return)
  
  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: 06/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21798015
  
  I am rejecting this response because: I have sent emails and receipts to Klarna. Is my screenshots not evidence enough I need to know why the items i provided is not sufficient enough? Whats the problem there? Please have them answer me. 
  
  Regards,
  
  Syrophoenicia Whiterock

• Initial Complaint

  Date:06/03/2024

  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 am having issues with the customer service ***** The ONLY way you can get someone if via chat. The problem is i have to wait forever and when I do get someone she does not understand, Today 6/3/2024 I got a notice that Klarna did not receive my payment. I checked my bank account and it did NOT take out the payment . I got on the app went to **************** via Chat line, ********************** does not take calls even though they have a customer service phone line. I was working with a person name ******** and she was not helpful at all .. I asked to speak with a supervisor she said she would transfer me and I got a message an agent will get back to you in 1-2 business days. I logged off signed back on and use the automated system and was able to make a payment but not able to shut office auto pay. I got to wait 1-2 days for someone to get back to me? PayPal has a customer service line. where you can speak to a ***** LIVE the same day you are having issues.

  Business Response

  Date: 06/05/2024

  Hello ****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with CVCWELLNESS (MDG299FR).
  
  After reviewing your order we can see the payment of $244.96 is pending to post to the order. The autopay mandate is also active for this order using the bank account CITIZENS BANK NATIONAL ASSOCIATION (Debit). 
  
  In order to turn off Auto-Pay for the order you will go to "all orders," and then select the order that you want to turn it off for. You will hit "show plan" and then there is an on/off switch for autopay. When you turn it off, a confirmation will pop up that says "are you sure you want to disable autopay". 
  
  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:06/03/2024

  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 in-store purchase using KLARNA for $151.00 from the retail merchant express on 3/5/2024. The purchase included two items one item I returned on March 15, 2024 and ever since March 15th I have been trying to get them to adjust the amount that I owe them. They have allowed me to pause my payment three times investigate However, every time the investigation is up, they reinstate my payments for the exact same amount, which is totally incorrect. I also provided proof of purchase as well as proof of return, which is the receipts that I sent a picture of. I did make a payment in store when I originally got this item because when you use Klarna in store you have to make one payment upfront and the other three payments are every two weeks so they already received $37.75 from me they keep telling me that my balance is $113.25. However, this cannot be because I returned one of the items for the amount of $45.43. $151.00 minus $45.43 is $105.57. Now when you deduct $37.75 which was the amount I paid upfront in the store A new balance should become $67.82. However, every time they reinstate my payments, it never reflects the adjusted amount. This has been going on for months. You cant even call them anymore. Its like they deactivated their customer service number and I have been pausing payments so that this can be properly investigated and properly adjusted for months. This is way too much please help It is now June and the problem has not been rectified.

  Business Response

  Date: 06/05/2024

  Hello Iessa,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Express (7J577JRX). 
  
  After reviewing your order we can see the return for this order was accepted on May 31st, 2024, however the store has informed Klarna that they issued the refund to another account, and will not be issuing another refund to Klarna for the order. Since the refund was not issued back to Klarna, the invoice for the order is still owed. The dispute has now been closed and the statement reactivated with an outstanding balance of $113.25 left to pay. 
  
  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:06/02/2024

  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.

  Purchased items from ******** using Klarna , ******** Cancelled items and Klarna still charged me , when i refused to pay due to never recieving the items. I am requesting they cancel the debt and close the account and fix my credit due to this

  Business Response

  Date: 06/04/2024

  Dear *****, 
  
  Klarna is in receipt of your complaint ********, in regards to the three active ******** orders that are showing on your account. 
  
  In your complaint you mentioned that ******** cancelled these orders, however you were still being charged by Klarna. 
  
  For order **********, our records reflect that the order was placed on March 5th, 2022 in the amount of $54.05. The order received one payment of $13.51 which was posted on March 7th, 2022 and another payment of $13.51 on April 1st, 2022. The last two installments failed multiple times which resulted in two $3.00 late fees being added to the order. 
  
  For order **********, our records reflect that the order was placed on March 7th, 2022 in the amount of $45.38. The order received one payment of $11.34 which was posted on March 8th, 2022 and another payment of $11.34 on April 1st, 2022. The last two installments failed multiple times which resulted in two $2.00 late fees being added to the order. 
  
  For order *********** our records reflect that the order was placed on March 7th, 2022 in the amount of $43.26. The order received one payment of $10.81 which was posted on March 8th, 2022 and another payment of $10.81 on April 1st, 2022. The last two installments failed multiple times which resulted in two $2.00 late fees being added to the order. 
  
  As the order was not reported, it was not placed under a dispute with Klarna, therefore the order was not able to be investigated by Klarna’s resolution team. Due to the age of the invoices, these orders can no longer be disputed through Klarna as there would be no viable or accurate information for us to refer to. 
  
  If you believe that this debt is not owed, you will need to reach out directly to ********** who can be reached at XXXXXXX or via email at ********************** to dispute the debt directly with them and submit all evidence of the order being cancelled, as Klarna is no longer servicing the order.
  
  We are unable to alter the statements/owed balances while the orders are in collections. If ********** were to close the claims on their end and return the order to Klarna, we would then be able to take further action. 
  
   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: 06/04/2024

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:06/01/2024

  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 several times for payment plans to purchased merchandise. Klarna put 2 of my accounts in collections and I have successfully paid all of my accounts. Once I made the last payment to the collection agency all of my accounts were paid in full my account is now showing that I owe $8.08 but it does not state which account still has balance not does it have any option to make a payment. When I contacted customer service I was told that it was for a order from ***** from December. I never had a ***** order in December the last order from ***** was in September and that order was paid in full. Also if this as truly an outstanding balance from December I should not be just receiving notification after all of my other accounts were paid. This balance was also not sent to collections. The customer service rep could not provide any further information and ended our session and I am now unable to connect back to customer service. I would like this balance removed from my account.

  Business Response

  Date: 06/05/2024

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding a balance owed on your Klarna account. 
  
  After reviewing your account we can see that you currently have no active orders on your account and no balances shown as owed. As this issue seems to be a technical issue the order with  ***** (61NN9156) has been manually closed out and refreshed. 
  
  If the balance still shows as owed on your end, we ask that you reach back out to our customer service 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! 

• Initial Complaint

  Date:05/30/2024

  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 placed an order on my account, charged me, and didn't send the items. I called countless times to resolve, but they would tell me to look out for a time sensitive email which I would receive within a week. every time I got to the email to do what they asked it was too late. now they are telling me that it has been over 90 days and they cannot reverse the charges. its ridiculous that they billed me for something I literally never ordered.

  Business Response

  Date: 05/31/2024

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****** (********).  
  
  After reviewing your order we can see this order has been placed under multiple disputes. After reviewing the dispute for the order,  the statements for this order were found to be correct and the customer is liable for the payments for the order. As these orders have been disputed multiple times with the same outcome for each investigation, they cannot be disputed again. 
  
  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 [email protected].
  
  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:05/28/2024

  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 will not issue refund for a dispute and an item i never received. Klarna has been a nightmare to deal with. I did not receive a package from Dior and did communicate and reach out to Dior about the issue. I did not receive a response back. Klarna’s resolution specialist, ******, reached back via email and asked for information. I submitted screenshot evidence as well as details on what they were asking for. ****** responded saying i never submitted the information when clearly my response was there along with the attachments. I go ahead and send the proof once again and ****** goes ahead and initiates payments once again for that order. I will not be paying for the order as I never received it and it so ridiculous that i have been waiting for than a month for this to be disputed. ****** is no help and keeps saying he’s not receiving anything yet is responding in the middle of the proof i sent. I am highly upset over this situation. Re: [#*******] Regarding statement ********** ********** I feel like filing a complaint and as well as disputing with my bank. I have never disputed anything from Klarna before and this is highly inconvenient if it doesn’t get solved. All i want is my refund for an order I never got, the fact that the specialist resumed payments for no reason even though i have until the 4th of June to submit proof WHICH I DID, is ridiculous. All I want is a refund and at this point i am at a loss of words of how bad the customer service is and overall experience.

  Business Response

  Date: 05/29/2024

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with **** ****** (********). 
  
  After reviewing your order we can see the order has been placed under a few disputes however these disputes have gone unresolved. There is an active dispute on the order just created on May 28th, 2024. Please gather all the necessary evidence for the dispute and once it is requested by a Resolution Specialist we ask that you send the gathered evidence to the email thread sent from the specialist.  
  
  Acceptable evidence includes 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: 05/29/2024

  I have already sent the necessary information as I have attached in the documents. Your resolution specialist closed the first dispute without my consent and another agent opened another dispute. This was not something I requested for them to do for them to close it. I sent the information over and the response is the same basic automated response I have been getting from your agents. I want my refund as soon as possible as I did provide ALL of the necessary information including screenshots. It even states if I do not have some information that’s okay. I want my refund please review the attached documents. 
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 05/30/2024

  Thank you for your response. The evidence provided in this complaint has been attached to the related dispute for review. Once a specialist has picked up and reviewed the case they will reach back out to you via email with any updates. 
  
  

  Customer Answer

  Date: 05/30/2024

  A specialist has reached out, but quickly closed out the case. Not honoring the time frame that was given to submit evidence. I will not be waiting another month to receive a refund for an item I did not receive. I just want my refund I provided ALL of the information that I was able to access. Tracking number is not available and the day of the expected delivery date is not available as well. As I did make that clear in the email and the screenshots show there is nothing to display with such information. 
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 05/30/2024

  Hello *****,
  
  Thank you for your response. Our records show the dispute on the order as currently still active, however to get this case expedited for you, as a courtesy the remaining balance of $107.18 was written off and $107.48 refunded back to your Discover card ending in 0861. These funds should reflect in your bank account within the next 5-7 business days.
  
  

  Customer Answer

  Date: 05/30/2024

  [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 for your efforts.
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:05/28/2024

  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 am not able to update my information such as my phone number to log on. Also, I had a payment due and can't make it due to Klama. I can't update my payment information as well making my first payment with Klama late and facing late fees as well. I contacted Customer Service with Klama and got a recording stating to log in and they are not taking incoming calls. This is the problem, I can't get in contact with them or log in. Therefore, I need some assistance in this manner. Thjs is not right to any consumer.

  Business Response

  Date: 05/29/2024

  Hi ******, 
  
  Klarna is in receipt of your complaint ********, in regards to not being able to log into your account to update your phone number. 
  
  The old phone number ending in **** has been removed from the account as of May 29th, 2024. Please log in with your email address ************************. Once you are logged in with your email address, you will be prompted to add a new phone number to your account. A one-time passcode will be sent to the new phone number for verification purposes and then you will be able to access your 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 ******************
  
  

  Customer Answer

  Date: 06/05/2024

  *******************
  
  
  I am writing to you to let you know that Klarma has changed their log in.  I was able to sign in and change my phone number.  
  I was able to pay everything I owed including the one late payment without penalty.  I greatly appreciate you contacting them
  in this manner.  Now everyone has the opportunity to update information.  
  
  Ms. ***********
  

  
  

  Customer Answer

  Date: 06/26/2024

  From: '***********************' via Dispute Resolution - Shared Inbox <********************************************************>
  Date: Tue, Jun 25, 2024 at 4:15 PM
  Subject: Klarma
  To: ******************************************************** <********************************************************>
  
  
  After contacting my local BBB who reached out to you about the situation.  I am very disappointed with ******.  They changed their website to where now you can update your phone number and personal information.  After doing this I paid that one payment that made me late and everything else in full.  Klarma is now showing a negative impact on my credit.  I would like you to help me remove the negative from their report and my credit.  Thank you for your attention in this matter.                                    
  
                                                                                                                                          *************************
  

  
  

  Business Response

  Date: 07/01/2024

  Dear ****** - 

  Thank you for reaching back out. 

  Klarna does not currently report to credit bureaus or perform hard inquiries. If you are seeing an incorrect/fraudulent inquiry on your report, please reach out to our **************** team via our chat feature and provide them with: documentation showing the inquiry, the inquiry date, the last four of your social and the billing address listed with the credit bureau. Without this information, Experian may deny the request to have it removed. 

  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:05/28/2024

  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 an order for a ***** ****** **** Tote Bag In Signature Canvas on 5/5 using Klarna. The payment plan was 4 bi-weekly payments of $34.83. I paid the first two payments, and then I decided to return it, which would be $7 off my refund for the return. On 5/20, a refund was processed by Klarna of $62.66, which would be one refund of $27.83 and one refund of $34.83. I only received the refund of $27.83, so I contacted Klarna, where a rep told me I would be receiving the $34.83 within a week. A week goes by and still nothing. I contacted a second rep today, and they said they would escalate the situation. I provided the second rep with my bank statements and all necessary information. This is just unacceptable. I should not have to run around asking for my money back, when you did not have to run around to get my money. I am requesting that I receive the rest of my refund of $34.83 ASAP. I will never ever be using Klarna again, you are completely untrustworthy.

  Business Response

  Date: 05/28/2024

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** ****** (********).
  
  We have reviewed your concern and located the two refunds for you order. You can find the details listed below:
  
  $27.83 was refunded to Visa ending in **** on May 20. ARN: ************************
  $34.83 was reversed to Visa ending in **** on May 20. ARN: *******
  
  Being that the payment was made less than a hour before the merchant refunded the order, the charge was never taken. It was reversed or should have been on your bank's end. If this has not been returned or canceled out, please dispute this with your bank as Klarna is unable to do anything with the charge as it never came to us.
  
  We hope this addresses your concerns. Have a great day.

  Customer Answer

  Date: 06/17/2024

  
  '*********************' via Dispute Resolution - Shared Inbox <********************************************************>
  Attachments
  9:39 AM (4 hours ago)
  to ********************************************************
  
  To whom it may concern,
  
  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 5/21/24.
  They 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

  We have reviewed your concern and located the two refunds for you order. You can find the details listed below:
  
  $27.83 was refunded to **** ending in 3749 on May 20. ARN: 24011344142000018140432.
  $34.83 was reversed to **** ending in 3749 on May 20. ARN: 399190.
  
  Being that the payment was made less than a hour before the merchant refunded the order, the charge was never taken. It was reversed or should have been on your bank's end. If this has not been returned or canceled out, please dispute this with your bank as Klarna is unable to do anything with the charge as it never came to us.
  
  We hope this addresses your concerns. 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: 21768132
  
  I am rejecting this response because: 

  I was charged double for the return shipping. I would like to get my $7 refunded. 

  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!