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.

  PO Box 8116 Columbus, OH 43201-0116

• 

  Klarna Inc.

  821 Broadway Fl 11 New York, NY 10003

• 

  Klarna, Inc

  P.O. Box 206487 Dallas, TX 75320

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:04/30/2025

  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.

  On or around March 13,2024, I contacted my bank to dispute a charge from December 18,2025 for $799.02 for a ****** purchase from KLARNA ( Klarna Order # ********)which I initially thought was unauthorized. The bank did a chargeback for the aforementioned amount while conducting an investigation into the charge while KLARNA suspended my account pending a resolution .

  On or around April 4,2025, my bank which is ******** sent me a letter stating that they had finished their investigation finding the charge was valid and voided the chargeback with the amount returned to KLARNA on 4/15/24, I waited for Klarna to update my account balance to reflect that the $799.02 has been sent to them which one rep ****** admitted on the recorded line on 4/24/25 they were in possession of and that they were conducting their own investigation which did not make sense as they reached out to my bank to cooperate with the investigation .

  I emailed the hard copy evidence from ******** remitting to them the amount in question which is $799.02 which they acknowledged . I then got an email from Account Specialists ****** ********** and ****** stating that my account has been unsuspended per my request. However, I was still not able to make a purchase due to what Klarna stated was an outstanding balance of $799.02 in arrears which is totally inaccurate. I tried resolving the issue with different reps via phone or chat on various occasions but they were not much help as they were either misinforming me or giving me different excuses regarding my inquiry .

  Business Response

  Date: 05/01/2025

  Hello *********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****** (********).
  
  We have reviewed your concern regarding the chargeback associated with this order. On our end the dispute is still ongoing therefore we are unable to further assist as the order is considered past due. Once the payment service provider concludes the dispute process, which is appears to be early next week, we will be able to see if the funds are returned to Klarna or not. Please note return of funds can take up to 60 days and this is out of Klarna's control. If returned to Klarna, this would pay the balance off and the order will be satisfied. If the chargeback is in your bank's favor, they will return the funds to you and you can make the payment to settle the order. Again, at this time the chargeback shows as ongoing and we have not received any funds therefore we are not able to assist with getting this settled yet. Thank you and have a great day.

• Initial Complaint

  Date:04/30/2025

  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.

  Transaction for Grailed on February 24 for 901 and another that I owe 220 for right now that were both unauthorized on my end. I recently found out it was from a relative and I don't want to press charges but would like these purchases to be affordable so they can pay me back. They can comply to making these payments if affordable. Otherwise, it will not be paid. I cannot pay this amount in 1 transaction.

  Business Response

  Date: 05/01/2025

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the orders with Grailed (R0H3HDQF, KT88JH33).
  
  We have reviewed the matter and at this time we are not able to place these orders on a payment plan as they are overdue. The payments are due in full. Amongst the 2 orders, we have waived 3 $7.00 late fees as a courtesy. If not paid, the orders will be referred to collections in which we are not able to stop. As these were not found to be fraudulent, the plan resumed as normal but still did not receive payment, therefore voiding the payment plan it was on. At this time the orders are due in full. Thank you and have a great day.

  Customer Answer

  Date: 05/01/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23269132
  
  I am rejecting this response because: 
  I am unable to pay these amounts in full. I told Klarna my situation and they are unable to be flexible. Either they can wait until I get a lump sum of money or help with a payment plan.  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:04/30/2025

  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.

  Different day and same issues with Klarna. I return and item and no refund. Same ol' issue. Purchased two rugs from ****. One in the amount of ***** (6FTTMW8R) and the other in the amount of ****** (L471V0RW)Both of those items were returned April 1, 2025. I reported the returns in Klarna's app (which pauses the payments) and waited for the dispute resolution team to check it out instead of filing a BBB complaint.

  Well, it's a month later, April 30th. I received emails from Klarna's dispute team telling me to send them the return receipts. I did just that and now, I'm receiving responses saying I never sent them anything. So I sent both return receipts again. The order for $****** is still sitting unresolved in my Klarna app. The payments for the $***** order were "unpaused" and showing I owe payments resumed. However, I received an email saying that **** shows that I returned it so why is it still showing that I owe payments?

  Here's screenshots of everything. I even numbered the emails from Klarna showing they emailed me for receipts, I replied showing the receipts, and then they emailed me back saying I never sent anything. And also the email that Klarna sent showing that they **** **** reported the return.

  Why did I get an email saying **** reported the ***** return but it still shows I owe payments? And why has the order for ****** showing that I never returned it? This is a mess, per usual. Please check the attachments that I'm sending with this complaint showing emails and receipts.

  Business Response

  Date: 05/01/2025

  Hello Whitney ************************************* is in receipt of your complaint, ********, in regards to two returns that were made with **** Stores. 
  
  For order 6FTTMW8R: the remaining balance of $68.05 was removed and your payment of $23.68 has been refunded as of May 1st, 2025. Please allow 5-7 days for these funds to populate in your account. 
  
  For order L471V0RW: the remaining balance of $80.06 was removed and your payment of $28.68 has been refunded as of May 1st, 2025. Please allow 5-7 days for these funds to populate in your account. 
  
  Both of these orders will now reflect as complete in your Klarna account with a $0.00 balance. You are no longer responsible for the previous balance owed, and there is no further action needed. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at ***************************************************************.
  
  

  Customer Answer

  Date: 05/01/2025

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

• Initial Complaint

  Date:04/29/2025

  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 purchased Drink Package with Klarna for the upcoming Royal Carribean Cruise. Total purchase price $1,048.08. On 4/15/2025 I cancelled the drink package, Royal Carribean refunded the amount on 4/18/2025. However, i only received $486.54 refund from Klarna and they would not refund remaining $561.54. According to customer service they don't know where refund went. Ticket number *******

  Business Response

  Date: 05/01/2025

  Hello ***** - 
  
  Klarna is in receipt of your complaint, ********, in regards to order 96NCPHHF with ****************************** 
  
  In your complaint you mentioned that the drink package was cancelled, however you did not see a refund for the full amount. We are happy to provide some additional information for you! 
  
  After reviewing the purchase, we are able to confirm that the original purchase amount was $1,048.08. Before the refund was issued, the order was paid in full. 
  
  As ***************************** issued a refund for $486.54 for the cancelled drink package, this is the amount that was due back to you since the order was paid in full prior to the refund. 
  
  The remaining $561.54 was not refunded because it was for item(s) in the package that were not cancelled. 
  
  You can view more about Klarnas refund process in the **** here: ************************************************************************************
  
  If you believe the refunded amount is incorrect, we advise that you reach out to ***************************** and request that the additional funds be issued back to your Klarna order. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at ***************************************************************.
  
  

  Customer Answer

  Date: 05/01/2025

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

• Initial Complaint

  Date:04/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased from **** the business, and I went through Klarna for payment. I did not know that you if you purchase more than one item you are only allowed to return one of those items. I returned an Item, and they gave me a refund in the amount of 12.81 when the item was over $50.00 another order that was returned was $35.82 and I sent me a refund in the amount of $8.95. Order number #********, and Oder number#*******. I would like to be fully refunded for the returned items.

  Business Response

  Date: 04/29/2025

  Hello *******,

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

  We have looked into the matter and you were properly refunded. You only made one payment for both of those orders and that was what we refunded. You are not due to receive the full returned amount as you did not pay the order off in full. The other money is due to Klarna for making the purchase in full on your behalf. We have attached the order transaction for reference. Thank you and have a great day.

   

• Initial Complaint

  Date:04/27/2025

  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.

  Did not authorize charge from ******, I signed up for a fake casino app that posed as a local casino. I contacted casino and they confirmed was fake app. This was after they requested tons of info including my license, ********************** cards, address lot more.Noticed unauthorized charge from ****** for $800+ for a trip to **********.

  Business Response

  Date: 05/02/2025

  Hello ********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****** (72BGW80N).
  
  We have reviewed your concern and at this time we have reached out to our fraud department to hold a formal investigation for the transaction. Please allow them up to 5 business days to review the claim and they will email you once it has concluded. We are not able to expedite this process. Thank you and have a great weekend.

  Customer Answer

  Date: 05/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23256034
  
  I am rejecting this response because: not resolved at this time will update if resolved

   

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

• Initial Complaint

  Date:04/27/2025

  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 claims to have purchase protection and buyer protection but they have NEITHER.

  Over the course of the last few years i have spent so much money with klarna and paid on time every single time, after my experience trying to dispute a ***** order on klarna, and they were NO help even with evidence i provided. I will NOT be using the app again. I will take my services elsewhere. Instead of “the buyer protection” they claim to have, they charging me for an order i never even RECIEVED.

  Business Response

  Date: 04/29/2025

  Hello *********,
  
  Klarna is in receipt of your complaint ********. We appreciate yoceiveur inquiry regarding the order with ***** (********).
  
  At this time there is not a 'goods not received' dispute on the order. If you would like to open one, you can do so directly in the app by reportong a problem under the order in question. You also can chat a customer service representative as they are able to attach any proof you may have while opening a dispute open. At this time we have not received a credit to the one-time card ending in ****. Thank you and have a great day.

  Customer Answer

  Date: 04/29/2025

  i did open an dispute and provided ALLL documentation and screenshots to my case which is already on file. You agents in chat have been no help and only have told me to wait on a response from the dispute i submitted which i never recieved. 
  
  
  
  Regards,
  
  
  
  ********* ******

  Business Response

  Date: 05/06/2025

  *********,

  We have reviewed your claim and although you have in fact provided all of the information, a missing order with valid proof of delivery from the merchant is not covered in our buyer's protection program. Klarna is only the payment processor therefore we are not responsible for any shipping and handling of any goods or services. As a courtesy, if you file a police report and upload the report, we will waive the order as a courtesy. Otherwise the order remaining $197.29 is still owed. Thank you.

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

   

  Customer Answer

  Date: 05/07/2025

  don’t care what it owed, i wont be paying on anything i have not recieved. So you can send it to collections. How does the shipper have proof of delivery and there is NO DELIVERY PHOTO? Like be fr. Yall are useless and i will never spend money with yall AGAIN.
  
  
  
  Regards,
  
  
  
  ********* ******

• Initial Complaint

  Date:04/24/2025

  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 filing a complaint against Klarna for misleading consumer practices by one of their phone representatives.

  I was recently informed of a past due balance of $22 that I was completely unaware of for over three years. During that time, I was living in ****** and did not receive any notifications or communication regarding this balance.

  When I spoke to a Klarna phone representative, I was told that if I paid the $22 past due balance, my spending power would resume. Based on that assurance, I promptly paid the balance. However, despite making the payment as instructed, my spending power has not been restored.

  This is extremely misleading and unacceptable.I feel I was misled into making a payment under false pretenses, which is not only unethical but may also be a violation of fair consumer practices. Klarna failed to notify me of the balance in a timely manner and then failed to honor their verbal commitment once I complied.

  Business Response

  Date: 04/25/2025

  Hello ***,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your purchase power.
  
  We understand the confusion but we were unable to get the information we needed to provide you with any purchase power because your credit is frozen or has recently been unfrozen. We suggest reaching out to ********** to request your credit be unfrozen if not done so already. Keep in mind that this change can take up to 5 business days to reflect in Klarna's system. Additionally, any new purchase attempts will require a new approval decision, so it is not guaranteed. Thank you and have a great weekend.

  Customer Answer

  Date: 05/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23248378
  
  I am rejecting this response because: 

  My credit has been unfrozen for quite some time. I would like someone from the company to reach out to me regarding this matter. I have no loans with Klarna, so there should be no reason i do not have spending power.
  
  Regards,
  
  *** *********

  Business Response

  Date: 05/05/2025

  ***,

  Your credit now shows as no longer being frozen but the credit score was too low to accept the order attempt made on May 2. You will receive more details via email for this denial in which we are not able to override. Thank you.

  Customer Answer

  Date: 05/05/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23248378
  
  I am rejecting this response because: 

  the score youve pulled is the same as it was 2y ago. Support be a reason for denial.
  
  Regards,
  
  *** *********

• Initial Complaint

  Date:04/24/2025

  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’ve been creating a one-time card with Klarna in which they give an option to use on the website ****. I confirmed with both **** & Klarna that one time cards are accepted yet when i go to make my purchase it provides me with an error msg. I’ve reached out to **** whom advised Klarna is declining the transaction. They do not even have a record of the purchase attempts because they’re not going through. So I reached out to Klarna in attempt to resolve this issue yet I’m being provided with general information & steps I’ve already taken. I provided Klarna with proof of **** not having the reservation in response they were to cancel on their end. Once provided with the info , Klarna still has not taken any action to assist me or resolve my account. I am looking for a resolution to this issue which allows me to check out on **** a website Klarna is promoting & accepts. Klarna is providing terrible customer service by telling me lies & things I’ve never heard of such as allowing the merchant 10 business days to confirm the order. This is not my first time using or creating a one time card & never have I had a problem like this. The card works right away & I am able to proceed with checkout. Both Klarna & **** are giving me the run around & as a paying customer I’d like an actual resolution. Thank you.

  Business Response

  Date: 04/28/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order attempts with ****.
  
  We have reviewed your concern and we can see there were various canceled **** orders. When this occurs, this typically means the merchant is not able to process one-time cards. We understand you were told the merchant accepts one-time cards but we are not able to change anything on our end as the funds were made available. As we are partnered with ****, you do not need to use an one-time card. Please review more here: ******************************************************************************************. Choose Klarna at checkout directly through the merchant's checkout process. We hope this addresses your concerns. Have a great day.

• Initial Complaint

  Date:04/24/2025

  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 reported multiple fraudulent purchases and attempted fraudulent purchases with Klarna,
  I submitted proof that I did not make the purchases,
  They told me they would stop payments.
  They are continuing to charge me.
  I need refunds for all the payments made.

  Business Response

  Date: 04/28/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the two orders that are said to be fraudulent. You will be updated via email by our Fraud Department within 5 business days. We know this does not immediately resolve your concern but be sure that our Fraud Department will be able to update you in regards to the investigation. Thank you and have a great day.

  Customer Answer

  Date: 04/29/2025

  it is a generic response and Klarna is not acknowledging that I have sent them proof these orders are not mine. And I am still waiting on multiple refunds.
  
  
  
  Regards,
  
  
  
  ****** ********

  Business Response

  Date: 05/01/2025

  ******,

  Both orders have been waived and refunded as a courtesy. Please advise if this occurs again, we are not able to waive those balances. Thank you and have a great day.