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:05/19/2024

  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.

  Hello today is 5/19/24 and I sometimes use a payer source to make purchases so I was “going” to use Klarna to purchase some pink slide from ***** ****** for $95 but I decided no I’ll wait. I went out of the whole sight because I decided I didn’t want to make any other purchases. I just purchased using Klarna on 5/18/24 and my items were approved and in there way. So today I said nah I’ll wait and all of a sudden Klarna took $61.88 out of my account without my authorization because I never hit submit nor did I hit purchase. They fraudulently took my money and now they’re saying that I need to take it up with my bank when my bank has nothing to do with them taking money and then when I said I’m going to report them they said oh we declined the order because you didn’t have purchase power. If I didn’t have purchase power I wouldn’t have been able to purchase the items I did the day before. I just want my $61.88 back from Klarna because I never purchased the slides at all, or send me the item I was thinking about purchasing. They cannot have my money and I get no product. You will see attached a copy of my account in real time after they took the $61.88 but there’s no product though and you’ll see where they took $89.14 and I did make a purchase from the same company ***** ****** the day before and it’s now out for shipping. I was going to purchase the slides to go with the bag but decided to wait. But they took my money anyway. 

  Business Response

  Date: 05/20/2024

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding an authorization hold with Klarna.
  
  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
  
  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:05/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didn’t authorize an charge from Klarna, so I called and they say can’t cancel the order, but I can dispute, and I can returned the order back to get my refund , I received the item it was pair of counterfeit sneakers , so took pictures of the item returned it back they only gave me an partial refund

  Business Response

  Date: 05/20/2024

  Hello ******, 
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****** (********).  
  
  After reviewing your order we can see the store issued a partial refund for the order, which returned $11.99 of the $33.99 this does not include a previous $5.00 refund issued back to you for this order. The remaining balance of $17.00 has been issued back to your Visa ending in **** as a courtesy. This means the entire order has now been refunded back to you. 
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  

  Customer Answer

  Date: 05/23/2024

  Yes, I accept.
  
  
  

  
  

• Initial Complaint

  Date:05/16/2024

  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 had purchased an item from ********** from ********** through Klarna.
  
  I have requested for a dispute, because the item is a defective item, one leg is longer and not able to wear.
  
  Klarna requested for information to start an investigation. They continue to say we have not received the evidence.
  
  Klarna is extremely unhelpful and only resides with merchants!
  
  I need help.

  Business Response

  Date: 05/17/2024

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order placed with ********** (********).  
  
  After reviewing your order we can see the order was placed under a “faulty” dispute on two separate occasions but due to not enough evidence being received the disputes were closed without a resolution. As a courtesy on behalf of Klarna, $52.80 has been refunded back to your Visa ending in ****. These funds should reflect in your bank account within the next 5-7 business days.
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  
  

• Initial Complaint

  Date:05/15/2024

  Type:Customer Service 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 am the victim of identity theft. My identity was stolen and the scammer used my personal information to make purchases using Klarna.  

  I reactivated my email this morning, and when I did I found a charge from StubHub for about $11,000.00. I contacted StubHub, and learned the scammer had used Klarna as the payment method for the charges. Stub Hub said they were escalating the matter to their Safety Dept. StubHub could not tell me the account number for Klarna. 

  I am filing a police report, and will provide it to BBB upon receipt.  

   

  Business Response

  Date: 05/17/2024

  Hello *********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding an Unauthorized order with StubHub. 
  
  After reviewing the order we were able to see the order has not been placed under an “Unauthorized Purchase” dispute. In order to get this order investigated an Unauthorized Purchase dispute was placed on the order, today May 17th, 2024. 
  
  Please rest assured, you will not receive any payment reminders as the statement will remain paused whilst we investigate further. We will contact you when we have an update regarding your query or should we require further information.
  
  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: 05/23/2024

  My identity was stolen through the My Verizon app. They added a 4th line, then ported my phone out. They captured my Apple ID and requested a new password, which logged me out of my Apple devices. My Apple Id was associated with my Verizon.net email, which was associated with my Verizon phone. They got the 2 forms of recovery through my Gmail, as they had my phone and both of my Gmails. They had sign in credentials for those devices.

  Then they bought tickets through Stub Hub and charged them to Klarna. I have the Stub Hub confirmation for ***** ******** - for tickets to Madison Square Garden. 

  Through Verizon and my phone, I found where they diverted my phone. 

  Business Response

  Date: 05/24/2024

  Thank you for your response. The statements for the StubHub order M7K1GK12 were found to be correct and the customer is liable for the payments for the order. For more information on the dispute outcome please reference the email sent by [email protected]. 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].
  
  

  Customer Answer

  Date: 05/24/2024

  
  
  I am rejecting this response because: I do not feel they looked at the evidence of the identity theft. Additional evidence was sent to them by your office on 5/23. I am filing a FOIL to get a copy of my police report, which will take at least 5 business days, but will forward that if I am successful in obtaining it. 

  Business Response

  Date: 06/26/2024

  thank you very much for the pleasant conversation today. First I want to apologize again in the name of Klarna for the inconvenience this has cause to ********* ***** and your office. As already discussed on the phone I hereby can confirm that we concluded our investigation today and determined that ********* ***** is not liable for charges of the StubHub order ******** that occurred in her name on our platform due to unauthorized usage of her credential. We have now paused all payment requirements, blocked the account made in ********* *****s name, and will continue to work internally to clear the balance.
  
  Kind regards,
  Your Klarna Security Team

  Customer Answer

  Date: 06/26/2024

  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.  I would like to add that I really appreciate your work on this matter. - thorough, professional, informed and so needed for today's consumer.  I was lucky to have found ****** *o help guide me through this nightmare.  Thank you!
  
  
  
  Regards,
  
  
  
  ********* *****

• Initial Complaint

  Date:05/14/2024

  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 been using Klarna for over 2 years and never had an issue until 3/24/2024. I used Klarna for an **** ride, the payment for the fare was of 13.23 and it processed successfully. The issue comes when I tip **** $5. From March 24th to March 26th , Klarna charged me 10 different times, each time in the amount of $5. On March 26th 2024 I received a notification from **** stating the $5 tip from Klarna failed and that I needed to pay with a different method, which I did. **** received the $5 from my apple pay. I reached out to Klarna several times about this. They first told me those transaction were temp holds to wait 3-7 business day. After the payments posted to my bank account I reached out to let Klarna know about what happend. The rep started a dispute. Another 7 business days passed and i reached out again, at this point I had already reach out to **** and they said the 10 transaction failed and **** NEVER received the $5 tip. So I reach out to Klarna and they gave me the same story, so I disputed those transaction with my bank. Now Klarna is asking for those $50 dollars back and they are saying **** took the money. I already reached out to **** and they said No. I need Klarna to remove those "missed" payments from my account because I dont owe them anything and according to **** they also dont owe them. I already submitted an investigation and on 5/14/2024 Klarna said that the investigation was denied so I reopened another one. This whole situation is very frustrating

  Business Response

  Date: 05/15/2024

  Hello ****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the orders with ********. 
  
  After reviewing your account we can see that there are duplicate orders processed with **** **** in the amount of $5.00. As these orders were processed by **** **** they will need to be the ones who cancel and refund these orders. Since this is the case, we recommend reaching out to the store directly. As these orders are also disputed with Klarna, we recommend that you screenshot any communication you have with the store and submit it as evidence for the disputes on these orders. Doing so will ensure the dispute is handled within a timely manner. 
  
  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: 05/19/2024

  Dear  Klarna if you do look at all the times I reached out to Klarna I have provided all the documents (screenshots) of the conversations I had with **** in where they confirm there were 10 FAILED ATTEMPTS! **** collected the $5 tip directly for me . **** did no process or collect any money besides the original fare of $13 from Klarna . This is really unprofessional 
  
  
  
  Regards,
  
  
  
  **** *********

  Business Response

  Date: 05/29/2024

  Thank you for your response. After reviewing the orders we can see that the orders have been placed under disputes with your bank and chargeback. So the 10 $5.00 payments have already been returned to you via your bank. Each $5.00 order has now been credited so there are no balances owed for these orders. 

• Initial Complaint

  Date:05/14/2024

  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 had four charges of equally $177.30, totaling $709.20 with Klarna US. The purchase was made on Friday September 15th, 2023, using the **************** website for a Romeo Santos concert scheduled for Sunday November 5th, 2023, at 8:00 PM at the Capital One Arena in Washington, D.C. On 09/15/2023, when making my purchase, ************ gave me the option to use Klarna to pay for the tickets. Unfortunately, on October 25th, 2023, I was the victim of a vicious accident in Fairfax County, Virginia. Since the day of my accident on October 25th, 2023, I have been hospitalized 11 times in area hospitals, including the night of Sunday November 5th, 2023, when I was a patient at **** ******* ****** ******** ******** located at **** ********* *** ** *********** ** *****. Before filing a claim with ***** ***** for this charge, I contacted ************ to explain my situation. I described my accident and let them know that on the day of the concert, I couldn't have attended because I was in the hospital. The representative who took my call assured me that the ************ policy would grant me at the very least a gift card or store credit. Since I've been a ************ customer since 2013, I figured I could use the ************ gift card of $709.20 to attend other events at the Capital One Arena as I am local to it. I had no problem settling for a store credit from ************. However, a few days after my conversation with a ************ representative, I received an email to let me know that the event planner denied my request for a refund. Because of this, I decided to file a claim through ***** *****. I felt betrayed and as if ************ lied to me about what was to be done with the funds that were taken from my ***** ***** account for this event. They did not provide the return/exchange policy for this event in writing for me but as I recall, I could be entitled to a refund or exchange under special circumstances. ***** ***** did not refund me the money and denied my claim.

  Customer Answer

  Date: 05/15/2024

  To
  clarify, I used Klarna to purchase my tickets for the concert. My ***** ***** Visa was linked to my Klarna account which is why I then tried to dispute the
  charges with ***** ******

  Business Response

  Date: 05/15/2024

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ************ (********).  
  
  After reviewing your order we can see the store has not yet issued a refund for this order, as the refund request was denied. Unfortunately, the store will need to first refund this order before we are able to issue any refunds back to you. Since this is the case, we do recommend that you address these concerns with ************ directly. 
  
  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:05/13/2024

  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 ordered 2 items from ******* on 4/2/2024 which I paid for via Klarna. I returned one of them and received a refund of $47.81. The second item was damaged so I returned it via fedex to ******* and was told by ***** at ******* the refund for the remaining item was issued on 4/23. My Klarna account has not been refunded from the second item. ***** from ******* has contacted Klarna several times to convey this info without any resolution. My ***** tracking number is ************. I don't understand why Klarna is not issuing the refund when ******* said they sent the refund to Klarna already. The ******* order number is **************** and the Klarna order reference number is ***********

  Business Response

  Date: 05/13/2024

  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 is currently being investigated by our Resolution team. We're reviewing the return info you provided together with ******* to confirm your return. Once ******* confirms your return has been received and a refund has been issued, we will be able to adjust the order balance accordingly and issue any remaining funds directly back to the payment method(s) used for the purchase. 
  
  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: 05/13/2024

  
  
  My issue hasn’t been resolved.

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

  Business Response

  Date: 05/15/2024

  Thank you for your response. Your issue is still under investigation and is currently being reviewed. Once a resolution specialist has reviewed the details they will reach out to you with the outcome of the investigation. We kindly ask that you await the outcome of the dispute before reaching out again. 
  
  

  Customer Answer

  Date: 05/21/2024

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

• Initial Complaint

  Date:05/11/2024

  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 order 9 items I received 2 one of those i shipped back there are 7 different hat never shipped through ****** shop and i notified Klarna at least 30 times hey refuse to help me cancel and are still charging me even though i showed proof of the cancelled I'm making a complaint with Klarna still are trying to charge me ! I have notified them 4 times a week for 5 months they refuse to help me

  Business Response

  Date: 05/13/2024

  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 multiple disputes that were closed due to the store informing our resolution team of an invalid dispute. We can understand how frustrating this situation may be for you. As a courtesy the remaining balance of $43.80 has been credited to the order and $29.19 refunded back to your Visa ending in ****. These funds should reflect in your bank account within the next 5-7 business days. 
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs! 
  

• Initial Complaint

  Date:05/08/2024

  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 was charged an amount for 8 products to pick up at **** *** **** *****. They were out of 1 product so they sent over the invoice. Dispute resolutions closed my ticket without resolving it. I called **** *** **** ***** and they verified the invoice, what more can I do? This is fraud!

  Business Response

  Date: 05/09/2024

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with **** * **** ***** (********).
  
  We have reviewed the dispute and it was closed as all information was not provided. Our Disputes Resolutions team needed proof of conversation with the merchant meaning, although you spoke to them over the phone, we needed a screenshot of a chat or email correspondence. 
  
  As a courtesy we have adjusted the order by $18.04 ($79.24-$61.20) to reflect that amount shown. Your new remaining balance is $20.21 at this time. We hope this addresses your concerns today. Have a great day.

  Customer Answer

  Date: 05/09/2024

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

• Initial Complaint

  Date:05/06/2024

  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'm a huge Klarna fan. I use it for almost everything and I've never had an issue. All of my payments are always paid on time and are currently up to date until the month of June. However, over the past week or so, I've been trying to use Klarna unsuccessfully. All of my orders keep being declined and the reason is stating that there was an "error during checkout" and below that, it shows my credit score is missing. What does that even mean? Nothing with my credit score has changed so I know that's not the reason and my Klarna purchase power is $1912 but I can't use it because I'm constantly getting that error. I'll attach a screenshot of the error that it's giving me. What is the issue because this should definitely not be happening!

  Business Response

  Date: 05/08/2024

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding denied purchases with Klarna.
  
  After reviewing your account we can see that you were recently denied on May 7th, 2024. For security reasons, we are unable to provide you with more information than what's provided in the denial code. Please note that you will be sent an email with more detailed information regarding your denial within 25 days of the denial. 
  
  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: 05/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 06/21/2024

  I have no idea what has happened with Klarna but it's been AWFUL! For the past 2 months, it hasn't worked for me. But over the past couple of weeks, it's been declining all of my purchase attempts and the reason that it's giving me is because I have had a payment 60 days overdue within the past 24 months? I don't have ANY payments overdue. I NEVER have! Please check my payment history. As a matter of fact, I don't owe Klarna ANYTHING. All of my purchases have been paid off! My purchase power is $2000+ but it's saying I have a payment that was 60 days overdue at some point everytime I try to buy something. A screenshot is attached. Pleased FIX THIS or help me to understand!

  Business Response

  Date: 06/28/2024

  Thank you for your response. Please note that the automated system reviews several factors and approves/denies orders. There aren't any representatives here at Klarna, who are able to override this decision or the system.