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

  P.O. Box 206487 Dallas, TX 75320

• 

  Klarna Inc.

  821 Broadway Fl 11 New York, NY 10003

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:07/25/2022

  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 had a spending limit of 1300 with them on 7/24/2022. Today I look it says 0 with no explanation. I want my limit to go back up I've never missed a payment or been delinquent with them

  Business Response

  Date: 07/28/2022

  Hi *******,
  
  Thank you for reaching out concerning the purchase power on your account, and for providing feedback concerning the level of service you have received. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better.
  
  Please allow us shed more light on the issue. Nothing you've done has caused this change! To help our users shop responsibly, we have to lend responsibly. Sometimes this means lowering the estimated amount we can lend. You may be able to increase your purchase power by paying on time when you shop with Klarna. This won’t affect your credit score or any ongoing payment plans. Some of the things reviewed are your payment history, the amount of the purchase, and the consistency in billing information. You may be approved for a certain amount at one point, but that does not necessarily guarantee your approval for the same amount going forward. Your Purchase Power is fluid and may be adjusted over time. To learn more about Purchase Power, visit our website: Purchase Power.
  
  As always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate you reaching out and hope you have a great day!

  Customer Answer

  Date: 07/28/2022

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

• Initial Complaint

  Date:07/25/2022

  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 an issue with my **** purchase. I contacted them that my available balance even after fixing the issue wasn't showing. I contacted their reps for a month , asked for escalation. I was told to give it time the system would update. recently i decided to outreach again, only to be told it had to be escalated again and they would get back to me in 48 hours. 4 days later i'm told due to account activity im no longer able to use their program at all. I was confused and their responses were not even addressing my confusion. I called their customer service only to be told , this was due to credit reporting. I said how, when I've been using this for months , i asked for a manager. Manager refused to speak to me but told the rep i should call all THREE credit bureaus so they can fix a problem Klarna has. I asked him to repeat himself and sure enough they want me to call Transunion, Equifax, Experian...for their error , and also never even told me what I should even be saying just that it's a credit issue. I want to say the prior escalated rep stated it was due to account activity. I havent used that account in 2 months as of now, and this all started because I had to fix a payment issue and they never updated my account. When I went to use the app, it states I have an over due balance and to settle it. as you can see i have no balance , and haven't had one in almost a month.

  Business Response

  Date: 07/27/2022

  Hi ******,
  
  Thank you for reaching out to Klarna regarding this issue. We understand your concerns, and are happy to shed more light on this issue.
  
  After reviewing your account, we are able to confirm that order ******** with *** ******* that was placed on 21 April 2019 using your account [*******************] was never paid in full to Klarna and was in the process of being sent to a debt collection agency. Rather than being sent to collections, Klarna covered the difference ($132.83) and cleared the debt of the order [please see attachments for more info]. At this time, you will not be approved to continue shopping with Klarna. We advise using an alternative payment method moving forward.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

  Customer Answer

  Date: 07/28/2022

  That balance was already paid and attached is proof. Also that balance was on another persons name but still it was paid. Klarna your legit denying my account based on false records and also an account that was a family member. Please fix this issue asap.

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

  Customer Answer

  Date: 08/04/2022

  I am sending you another image showing proof you didn’t pay any debt which I failed to pay back, that is the real reason why nothing comes up unpaid. I want to also point out no responsibility has been taken on your company providing false information each time I inquire about this. As I have provided proof of me paying the collection agency you state your company tried to avoid taking me to. At this point I just want my account updated accordingly , that’s all. It’s not about future purchases any more.
  
  
  
  
  ****** Bediako

  Business Response

  Date: 08/16/2022

  Thank you for reaching back out, ******.
  
  We are happy to reassure you that the order in question is considered fully paid.
  Have a lovely week ahead!

• Initial Complaint

  Date:07/25/2022

  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 September 13, 2021 a purchase was made on ************ with Klarma order number ******** in the amount of $809.20. On June 24, 2022 I received an email stating that the event had been cancelled and that the refund has been sent to Klarma and that in the next 7-10 business days the refund will post to my account. When the 10 days passed I contacted Klarma to check the status of my refund. Each time I called or chatted I was told that they had received the refund from ************ on 6/25/2022 and that the payment was being processed. The last time I called was 7/18/2022 and the customer service rep told me that I would have to escalate my situation to another department and that within the next 2 business days someone would contact me regarding the situation. To this day no one from Klarma has contacted me. Today 07/25/2022 I called again to check on the status of the refund and the Klarma representative told me that it was being processed and that I would have to wait 5-7 days, and if I did not receive the refund to call again. I have been waiting for the last three weeks to hear back from them and have the money refunded. It is very frustrating since it is not $5.00 we are talking about $809.20. And they have no professional ethics, it is very easy for them to tell me to wait 5 to 7 days and when I contact them again they tell me the same thing wait 5 to 7 days.

  Business Response

  Date: 07/27/2022

  Hi *******,
  
  Thank you for reaching out concerning your Klarna Financing Account ending in ****. We understand your concerns, and appreciate the feedback you have provided about the level of service you received. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better.
  
  As at 24 June 2022, there was an active balance of $825.76 on the Financing Account to be paid. When the store issued the refund of $809.20 towards this balance, it reduced the balance on the account to [$825.76 - $809.20] = $16.56 which you paid off the next day on 25 June 2022. As a result, this paid off the account completely, and no further refund is due. For more information, kindly see the attached statement which shows how this payment was reconciled.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

  Customer Answer

  Date: 07/29/2022

  [If you do not say why you are rejecting the br />
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:07/25/2022

  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 a 1,000.00 credit with Klarna to spend. I try and purchase things with Klarna and keep getting declined. Klarna states determining factors that go into the decision is address change, missed payments etc. Well I haven't changed my address, all my payments have been on time, in fact I have a zero balance with Klarna. I would like to use a product as intended that I signed up for. I had issues with Klarna prior and BBB got involved and was able to make a purchase shortly thereafter. Months later, with zero balance owed to Klarna, I attempted to make multiple purchases and declined. I would understand if I was applying for a new loan, but it isn't. When you have a credit of 1000, I would assume it acts as a credit card, and I should be able to spend 1000.00. Thank you, anything you can do would be great.

  Business Response

  Date: 07/27/2022

  Hi *****,
  
  The decision of whether or not to approve a purchase is based on an automated assessment. We understand that it can be frustrating to be declined for a purchase after being approved in the past. However, our approval process helps Klarna responsibly offer our services to our customers. Please understand that our Customer Service is not able to change the outcome of the approval decision. To troubleshoot this, you may consider the following tips:
  
  - ensure your personal details are up to date.
  - ensure you enter card details correctly.
  - allow up to 24 bours between purchase attempts.
  - consider using another Klarna payment product.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

  Customer Answer

  Date: 07/29/2022

  I have done everything Klarna has suggested and I’m still being declined. When someone has 1000.00 limit to spend, they have 1000.00. Automated decision makers shouldn’t be stopping me from making ourchazes
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/23/2022

  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 on **********. The order had 4 items in it, including a cell phone. On the checkout page, a popup came up. It was Klarna. A company that pays for your order and then you pay them back in 4 payments. I thought that I would go ahead and use the service, and I opted to have Klarna pay for the order. Klarna did require me to pay $125 of the $449 order.
  I ended up returning the phone to ****** because it wasn't working right.
  Since ****** ALWAYS refunds the money to the card that paid for the order, Klarna should have received the refund, and then passed the refund to me.
  In the meantime I was making the payments to Klarna through my account on Klarna which showed my balance and payment history.
  Klarna did not pass the refund to me. I contacted Klarna about not receiving my refund. Klarna claimed that they did not receive a refund from ******.
  After being told this, I contacted ******, and ****** told me that they did issue the refund to the card that paid for the order. They issued the refund to the card ending in ****.
  I contacted Klarna and told them that the refund had been issued to the card ending in ****. Klarna informs me that they do not have a card ending in ****.
  Klarna says that they paid for the order with card ending in ****.
  ****** said that they tried to charge the card ending in **** but the charge was declined. So they charged the backup payment method which was card ending in ****.
  If Klarna claims that they didn't pay for the order, why do I owe them for this order, and I have been paying them? Klarna is just trying to get out of saying they received the refund so they don't have to give it to me.
  Klarna took the last payment from me, the interest, and took the refund, and closed the case
  Klarna was paid $349 by me for the phone, and they kept the refund from ******.
  I spent countless hours on chat with ****** & Klarna trying to resolve this but I still have not received my refund. I have copies of ALL correspondence. Everything!

  Business Response

  Date: 07/27/2022

  Hi *****,
  
  Thank you for reaching out concerning ****** order ********. We understand your concerns and are happy to shed more light on the issue.
  
  The One-Time Card f[VISA ****] was initially created on 02/11/2022 and ****** authorized an amount of $436.51 on 02/12/2022. Another authorization of $443.92 was attempted on the same day which was denied. The order remained captured for a while, and as a result, Klarna cancelled the order, and refunded your down payment of $202.04 back to your personal original method of payment [VISA ****] on 25 February 2022 and the order was subsequently closed out and never charged after that. Please see the attachment for the receipt.
  
  If you are referring to another Klarna order though, kindly provide us with the corresponding Klarna order number to enable us investigate further. Have a lovely week ahead *****!

• Initial Complaint

  Date:07/23/2022

  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.

  Klarna is a promotion scam. I signed up for Klarna service through its promotion, which said that I will receive $30 credit after purchase $20 or more using its credit card platform, for using the service as a new customer. I completed the purchase by using their service, and they refused for giving me the $30 credit. I contacted the customer service number 3 times, and they always said the case was escalated and someone will contact me directly. But no one from Klarna has ever contacted me. Klarna is a scam. (the promotion picture I uploaded is its current referral promotion. It was $30, not $20, when I signed up through my friend's referral)

  Business Response

  Date: 07/27/2022

  Hi ******,
  
  Thank you for reaching out concerning our rewards program. To better investigate this issue, we will have a Supervisor reach out on a priority basis to collect any necessary information. In the meantime, kindly ensure that the referral was valid by ensuring the steps stated in our FAQ were followed: *********************************************************************
  
  Have a wonderful week!

  Customer Answer

  Date: 07/28/2022

   followed up with the email from Klarna, explaining that I did follow the details of the referral rules. But I don't think I will get a response in the near future. I contacted customer service 3 times, and Klarna customer service said someone will follow up with me. But I never received any feedback or call back for 2 months. I don't think Klarna will respond to me without the help of BBB, as they have been ignoring my emails from previous experience.

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

  Business Response

  Date: 09/08/2022

  Hi ******,
  
  Klarna will have a supervisor reach out to you in regards to your gift card not working properly.
  
  Have a Smoooth Day!

  Customer Answer

  Date: 09/08/2022

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

• Initial Complaint

  Date:07/23/2022

  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 purchased an order off coach totaled $157.53. I used Klarna for the first time. It showed I was suppose to make 4 payments of $39.43 with my first payment was made today and every two weeks after that. After reviewing my bank acct I have been charged 4times 3 charges of $39.43 and 1 charge for f 59.18. I have been over charged the payment Klarna charged my bank acct 172.43.. they over charged me I have c contacted the company And nothing

  Business Response

  Date: 07/27/2022

  Hi *********,
  
  Thank you for reaching out concerning the charges to your account. We can confirm that the charges you are seeing on your account are authorization holds from your 4 attempted purchases from ***** ****** on 22 July, 2022. 
  
  Authorization holds are placed on the card to verify your payment method. Typically, this hold is released immediately on our end and depending on your financial institution, it can take up to 5-7 business days for the funds to be placed back in your account. In many cases, when these charges get reversed, they disappear from your bank statement, instead of appearing as a credit transaction, so if you no longer see it there, it is gone.
  
  The only charges on your Klarna account are from your only active order: ***** ****** order ********. This order is divided into two statements: ********** & *********** Split statements occur when:
  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);
  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.
  
  In this case, here is the breakdown of order ******** which cost $157.73:
  - Statement **********: this statement cost $126.23, and was split into 4 installments of $31.55, $31.56, $31.56 and $31.56. We received your payment of $31.55 on 24 July 2022.
  - Statement **********: this statement cost $31.50, and was split into 4 installments of $7.87, $7.87, $7.88 and $7.88. We received your payment of $7.87 on 24 July 2022.
  
  This means you have only paid [$31.55 + $7.87]= $39.42 towards this order at this time. You can also view this information when you select the order within the Klarna app. For more information, please see our FAQ:
  My purchase was denied, why do I still have a pending authorization hold on my card?
  Why do I see two orders in the app when I only placed one?
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

• Initial Complaint

  Date:07/22/2022

  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 04/09/2022, I purchased a pair of shoes at the Journeys in Christiana Mall totaling $99.00. On 4/30/2022, I returned the shoes to Journeys in the Dover Mall about 2 weeks later I noticed that I had a payment pending from Klarna and no refund was noted on the account. I reached out to Klarna via their app to report the item as returned. In which the paused the payments to look in to the transaction I received a notification stating they need additional information for the return because it had not been registered with Journeys. When trying to enter the information in the required fields I noticed that it was only allowing me to enter information as if the item was purchase online. I reached out to CS via their app, then called the 1-800 # and they told me that I had to contact the store. I called the store and was told to bring in the receipt for further assistance, which I did to no avail. I left the store and called Klarna's CS again and they promised that they would get the issue resolved and the store had 27 days to respond to their request. After the time was over, I received another notification from Klarna telling me that they need additional information again for the investigation and the format of the request was the same, as if i purchased it online. It is now, 7/22/2022, Journey's is still stating that the money was returned to my financial institution to card ending in **** and Klarna is still resuming payment on something that was returned months ago. As a loyal customer to both, I'm truly disappoint in the lack of attentiveness to resolving the issue. I have never had to a issue like this before and I'm totally confused as to why now this is happening. I have attached the receipts for both Klarna and Journey's, in addition to correspondence that I have received from both and would like them both to figure out where my refund is.

  Business Response

  Date: 07/26/2022

  Hi *****,
  
  Thank you for reaching out concerning your refund on Journeys order ********. We sincerely apologize to you for the confusion about how the refund on this order was applied, and offer an explanation. The One-Time Card was used in conjunction with a digital wallet, and since Apple Pay uses encrypted numbers on cards, any refunds issued to the wallet can be applied to any card in the wallet, which sometimes causes the refund to be applied to the incorrect card and the order it was used on.
  
  In this case, the full refund of $99.99 was applied in full towards a separate order [Footlocker order ********] that cost $130.00. Before the refund was applied, you had paid two payments of $32.50 [$32.50 * 2]= $65.00 meaning there was a balance of $65.00 left to be paid. When the refund of $99.99 was applied towards this remaining balance, it overpaid the balance by [$99.99 - $65.00]= $34.99 which was refunded to your account [VISA ****] in installments of $32.50 and $2.49 on 04 May 2022. As a result, the refund has been considered as applied, and the statement on the Journeys order ******** remains active. We will have a Supervisor reach out to you via email to provide this information and any further clarification you may need as well.
  
  Once again, we hope you can accept our sincere apologies for any inconvenience you may have experienced on this issue and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate you reaching out and hope you have a great day!

• Initial Complaint

  Date:07/22/2022

  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 purchased concert tickets using Klarna. I have made purchases before using Afterpay and Affirm with no issues. I CANNOT sign in to their website so I can make a payment. The account number is ********. Everytime I try to log in I receive an error message. I have called the 1-844-5527621 at least 12 times. The issue is never resolved. I called yesterday, and was hung up on. lI received a late notice dated July 10, I want to be able to make payments on their website. I mailed a check in the amount of $126 for a payment. The check has not cleared. I mailed the check on July 10, 2022. I need this issue resolved. I don't know what else to do ! Please help.

  Business Response

  Date: 07/26/2022

  Hi *******,
  
  Thank you for reaching out to us! We understand your concerns, and are happy to work with you to restore access to your account. Our systems show that you have not been able to receive verification emails from us. This can happen when spam filters have been activated, or if customers' Internet Service Providers block emails from our systems. Please keep an eye out for email communication from our Supervisor as they will be in contact with you on a priority basis to resolve this issue.
  
  We hope you find this helpful! As always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate you reaching out and hope you have a great day!

  Customer Answer

  Date: 07/26/2022

  I am rejecting this response because: I still cannot sign in to the website.  They don’t even show my check clearing, and I mailed it on 7/20/2022. There was no resolution.  I cannot sign into the website .  
  

  Business Response

  Date: 08/04/2022

  Thank you for reaching back out, *******.
  
  We understand our Supervisor has now been able to work with you to restore access to your account, per the email communication/exchanges with Kenny. We also have not received the check payment but rest assured; as soon as we receive the check, it will be processed to your account. In the meantime, you are welcome to manage future payments conveniently from the app now that you have been able to login. I also suggest having the Autopay feature turned on to make payments smoother. 
  
  Have a lovely day!

  Customer Answer

  Date: 08/17/2022

  I was able to finally log in to the business, and made a payment.   BUT they still have not found my check I mailed out on July 10 in the amount of $126.   That is why I was keeping the complaint open
  
  

  
  

• Initial Complaint

  Date:07/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jun 13, 2022 i purchased 2 pairs of Nike shoes from the nike.com website. At checkout, I was given the option to pay using Klarna, who would break the payment up in four for me. I returned one of the pairs of shoes to Nike a few days later, who confirmed the return on June 17, 2022 for $107.75. this money is returned to klarna, not myself, and this is where the problem comes in. Klarna has asked me numerous times to prove my return, I've sent the receipt, written messages, called both Nike and Klarna numerous times, being told the item will be refunded, then Klarna sends another email asking for proof again, this has gone on over and over every week since June 17. I'm tired of the games and just want my money back! Klarna doesn't have a phone number to call, you have to do chat messages, it's ridiculous trying to get anywhere with this company. I need someone else to intervene at this point!
  
  ************ - $258.60

  Business Response

  Date: 07/27/2022

  Hi *****,
  
  Thank you for reaching out to us concerning your Nike order ********. We understand your concerns, and appreciate the feedback you have provided about the level of service you received. Here at Klarna, we are always working to develop our services, and your feedback will help us do that! Your feedback helps us see what we're doing right and how we can improve, so we sincerely appreciate you letting us know how we can make your experience better.
  
  When a purchase is initiated, we pay the store on the customer's behalf, and allow customers the flexibility of paying us back in installments. To this end when an order is cancelled or returned, the store is expected to update the order and/or refund Klarna accordingly. When Klarna receives the update, we will then adjust the payment accordingly. In this case however, we have not received a refund from the store, which is why the payment plan has not yet been adjusted. Not to worry though, our Resolutions department has now been notified of this issue, and are currently investigating the order. Please keep an eye out on your email for their updates!
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate your time and hope you have a great day!

  Customer Answer

  Date: 07/28/2022

  I am rejecting this response because: Klarna continues to send me emails and messages that this is resolved, yet no one has refunded the money I paid to Klarna! Which was 37.71 on June 13, 2020 and 37.71 on July 28 22, card ending 5853. I'm glad they finally are up to date with Nike and my return, but they have yet to actually return my money TO ME, so no, I don't accept this. 
  

  Business Response

  Date: 08/04/2022

  Thank you for reaching back out! Please allow us shed more light on the issue. The Nike order ******** was created for $258.60. The order was then split into 2 statements: ********-1 ($150.85) and ********-2 ($107.75). Split statements occur when:
  - 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);
  - 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.
  
  As at 30 June 2022, your payments on both statements were as follows:
  
  - ********-1: you made two payments of $37.71 meaning there was a balance of ($150.85 - $75.42)= $75.43 left to be paid.
  - ********-2: you made payments of ($26.93 + $26.94) = $53.87 meaning there was a balance of ($107.75 - $53.87)= $53.88 left to be paid.
  
  The combined balance on the order was therefore ($75.43 + $53.87) = $129.30. On 30 June 2022, we show that Nike actually refunded $107.75 towards the balance on the order which was applied to the collective balance ($129.30 - $107.75)= $21.56. You then paid off this balance of $21.56 on 28 July 2022 thereby closing out the order. As a result, there is no further refund due in your direction on this order. Please see the emails sent by our systems on 30 June 2022 for more information.
  
  We hope you find this helpful and as always, we invite you to navigate your app or visit our FAQ for your future questions or account needs. We appreciate you reaching out and hope you have a great day!