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:04/19/2025

  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.

  Noticed charges on my credit card account on March 4th for an **** purchase I didn't authorize or know anything about. Called Klarna customer service on March 13th and they said that they would investigate and stop the remaining 3 charges and refund my money in 21 days.

  Obviously there were 4 charges (one already hit my credit card and 3 pending). Still no credit on April 19th so I called them back. They told me that I would have to dispute charges with my credit card company, which I did. They have given me the runaround and somehow got all my information. They told me their specialized team would work on it (what a joke). I think when people try to use them, they access the wallet on their phone and capture all of their cards. They also had all of my wife's card numbers, even expired cards after she bought something from Etsy.

  Somehow I think they got my credit card information from her wallet and opened an account in my name.

  Business Response

  Date: 04/22/2025

  Hello ***********,

  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding a said unauthorized charge. 

  We have looked into this matter and we were not able to locate an account for you using your email or telephone number. If this charge is related to your wife, you are able to change the payment method on the order in the app. If this is not related to anyone you may know, disputing the charge and changing your card would be best at this time. Thank you and have a great day.

   

  Business Response

  Date: 04/22/2025

  Hello ***********,

  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding a said unauthorized charge. 

  We have looked into this matter and we were not able to locate an account for you using your email or telephone number. If this charge is related to your wife, you are able to change the payment method on the order in the app. If this is not related to anyone you may know, disputing the charge and changing your card would be best at this time. Thank you and have a great day.

   

  Customer Answer

  Date: 04/22/2025

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

  I never opened * Klarn* account but the account was in my name with my credit card. I have attached * screenshot of the charge. My wife attempted to open * Klarn* account and even you told us that all you had was her card number but the account was in my name as if it was used out of her iPhone wallet. I ask when we called to remove my name and any card information of mine from Klarna. You told me that the case was under investigation and all you had was her card number. If that's the case, how did you charge my card? Her email is [email protected]. I did not authorize any charges and neither did my wife. You said would would stop the remaining three charges and refund the one charge. That has not happened yet. You also said you would stop payment and delivery of the item. I still would like to know how you accessed all of the cards in her iPhone wallet because you even gave us * card number of * card in her wallet that is expired and no longer used. I have never dealt with Klarn* and we will not in the future. I want * refund per the attachment.
  
  
  
  Regards,
  
  
  
  *********** * ******

  Customer Answer

  Date: 04/22/2025

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

  I never opened * Klarn* account but the account was in my name with my credit card. I have attached * screenshot of the charge. My wife attempted to open * Klarn* account and even you told us that all you had was her card number but the account was in my name as if it was used out of her iPhone wallet. I ask when we called to remove my name and any card information of mine from Klarna. You told me that the case was under investigation and all you had was her card number. If that's the case, how did you charge my card? Her email is [email protected]. I did not authorize any charges and neither did my wife. You said would would stop the remaining three charges and refund the one charge. That has not happened yet. You also said you would stop payment and delivery of the item. I still would like to know how you accessed all of the cards in her iPhone wallet because you even gave us * card number of * card in her wallet that is expired and no longer used. I have never dealt with Klarn* and we will not in the future. I want * refund per the attachment.
  
  
  
  Regards,
  
  
  
  *********** * ******

  Business Response

  Date: 04/29/2025

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

  This would be considered familiar fraud, in which is not traditional fraud. The merchant has responded to the dispute stating the order was purchased by a 'Lila ******' and sent to the billing address. If you will like a refund, please return the item if it falls under the merchant's return policy. Otherwise, the payment remains due in full as there has been a chargeback. If the item is returned or paid off, you can request to have all of your information deleted from Klarna's system at that time. Thank you and have a great day.

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

  Business Response

  Date: 04/29/2025

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

  This would be considered familiar fraud, in which is not traditional fraud. The merchant has responded to the dispute stating the order was purchased by a 'Lila ******' and sent to the billing address. If you will like a refund, please return the item if it falls under the merchant's return policy. Otherwise, the payment remains due in full as there has been a chargeback. If the item is returned or paid off, you can request to have all of your information deleted from Klarna's system at that time. Thank you and have a great day.

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

• Initial Complaint

  Date:04/18/2025

  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 have a fraudulent charge on my account and they opened an investigation. They then emailed me stating that the investigation was complete and they concluded that they think the charge is legit. I assure it is not. I called the Hilton and they confirmed that the reservation that was made on the credit card was not in my name. They stated that no one from Klarna's investigation team called them. Klarna reopened the fraud claim, however they are wanting me to provide proof that it is not me who made the charge.... How?? They aren't willing to call the merchant to see it is not me on the reservation. They didn't reach out, the merchant stated that they can't give it to me in writing but I recorded the conversation stating that it is not my name on the reservation. Klarna is not doing a throuough investigation and trying to keep me on the hook for $663.71 . I AM NOT PAYING IT!!!

  Business Response

  Date: 04/22/2025

  Hello *****,
  
  Klarna is in receipt of your complaint 23222718. We appreciate your inquiry regarding the order with ****** (068F90BK).
  
  We have reviewed your dispute and this was not found to be fraudulent. As a courtesy though, we have excused the charge. This is no longer active or active on your statement. Thank you and have a great day.

• Initial Complaint

  Date:04/18/2025

  Type:Delivery 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 i had an order of ****** from ****** on my account. I never received my entire order and reached out to ****** for resolution. Turns outs they dont want to replace/refund me because they are not liable for packages once handed off to the shipping company. I al requesting to use klarnas buyer protection policy. I have paid 3/4 payments and dont want to continue to be charged for something i didnt receive.

  Business Response

  Date: 04/24/2025

  Hello ****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****** (M21R7Z64).
  
  At this time this is disputed and will be handled by our Dispute Resolution team. They are waiting for the merchant to respond to your dispute. We are unable to expedite this process as all merchants have 14 days to respond to a dispute. You will be updated via email from Disputes Resolutions once they have either concluded the investigation or need any additional information from you. In the meantime the payments are paused. We hope this addresses your concerns for the time being. Have a great day.

  Customer Answer

  Date: 04/29/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23221989
  
  I am rejecting this response because: 

  The dispute resolution team declined my dispute. I am stating I did not receive this order and even made a claim with ***** regarding the missing order. What good it the buyer protection policy if you all are going to side with the seller. 
  

  I want a secondary review of this dispute as this is an almost $1,000 order.

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

  Business Response

  Date: 04/29/2025

  ****,

  When you placed a dispute on the order, we reached out to the merchant. They then provided us with valid tracking and this is not covered within our buyer's protection program. You can find the tracking listed below. We have found no reason to hold the merchant responsible for the order. 

  *****************************************************************************************
  
  Klarna is only the payment processor therefore we are not responsible for any shipping and handling of any goods or services. Our disputes team has investigated and resolved this matter. You will need to contact the merchant and/or carrier for further assistance. The remaining balance of $239.51 remains owed on the order. Thank you and have a great day.

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

  Customer Answer

  Date: 04/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23221989
  
  I am rejecting this response because: 
  

  There are 2 orders in the same order with 2 different tracking numbers 445963600539 vs 445963600528, I did not receive 445963600528. I have uploaded screenshots of the proof of delivery that was left. ****** gave a tracking link for tracking number ending in 0539. I did not receive tracking ending in 0528. Does the buyer protection not cover this? This is ridiculous.
  

  Please escalate my concern to a relevant supervisor. 

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

  Business Response

  Date: 05/01/2025

  ****,

  As the tracking states it was delivered to the mailroom, this still does not fall under Klarna's protection program. You will need to file a claim with the carrier at this time. Thank you.

  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: 23221989
  
  I am rejecting this response because: 
  
  I am providing proof of my own that as you can see that is not a picture of the package. As I have stated I did not receive tracking ending in 0528 which is in the same order. The store provided proof for tracking 0539. AS I HAVE said multiple times I did not receive 0528 and have showed proof of the picture they took. 
  

  I am not paying for something I did not receive.

  I will take legal action against Klarna if needed.

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

• Initial Complaint

  Date:04/18/2025

  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 4/12 I place an order on ******** used Klarna to make the payment. I chose the 6 month payment plan with a ***** down payment. When I completed the order my debit card had a pending charge for *****. When I checked my email and the Klarna app I didnt see an order. I contacted Klarna spoke with a *** to ask about my order he did see an order in their system. I contacted **** to check if they had an order in their system, they did not find an order. On April 17, I called Klarna spoke with ****, stated the 6 month payment plan did not get approved and Klarna denied the purchase. **** stated, that the funds were released then he said the refunds will be released in 1 to 7 days. Which one is it the funds are released or they will be released in 1 to 7 days? **** was very misleading and not being very straight forward about why they had not released the hold on my funds. **** stated, I need to call my bank. Why when you told me the funds were released or they will be released within 1 to 7 days? **** was giving me the runaround regarding this whole situation. At this time, I called my bank regarding the issue and escalated the issue to supervisor, ******. ****** stated, Klarna still has a hold on my funds and they are the ones who needs to release the hold. ****** asked me to call Klarna while he was on the phone. I called Klarna again spoke with the ***, ******. I had to explained to ****** my situation several times. ****** only listen to respond and not to comprehend all she did was make excuses as why they still have a hold on my funds. When ****** told ****** that its showing that they have a hold on the funds and that they need to release the funds. ****** tried to tell him they didnt have a hold on my funds and its the bank that has a hold on my funds. Klarna canceled the order, still has a hold on my funds and will not release the hold. Why do you still have a hold on my funds, when you cancelled the order on 4/12? Deceptive business practices.

  Business Response

  Date: 04/22/2025

  Hello Kishie,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the current hold you have for $20.35 for a denied purchase.
  
  We understand that there is a pre-authorization hold on your account from ********************** that you would like released. We would like to offer some clarification as to how our authorization holds work when using 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 not be greater than your first installment unless you have previously agreed to a larger first installment to have your order approved. 
  
  The pre-authorization is immediately voided or reversed by Klarna if the order is denied, which means that the funds should not be withheld from your account. Processing times to remove pre-authorization holds vary by bank but we suggest waiting 1-7 business days as this is common times for many banking institutions.
  
  Please note that authorization holds are pending and should never be posted 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.

  Customer Answer

  Date: 04/29/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23220831
  
  I am rejecting this response because: I called several times and they representatives refused to release the hold and totally unaware of the process. It didnt take you all 1 to 7 days to take the money from my account. Why I should I have to wait for my money when you all should not have placed a hold on the money in the first place. When you all cancelled the order my money should have went directly back to my card. I am not please with this outcome.
  
  Regards,
  
  ****** *******

  Business Response

  Date: 05/01/2025

  Kishie,

  The hold is released on Klarna's end immediately. We state it takes 1-7 days to drop on your end as each financial institution has different processing times. If the hold is not released on the 8th day, please give us a call. Thank you.

  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: 23220831
  
  I am rejecting this response because: there never should have been a hold. When you all cancel the order the hold should have been released. There should not have been a hold in the beginnings. You all always want to hide behind your polices. This was an inconvenience for me and held up my money. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:04/17/2025

  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.

  Ive used Klarna to purchase a couple of pairs of shoes from PUMA on January 31st. Ive used Klarna because my card info was saved in their system so I paid THE FULL price of the items itself.

  Shoes dont fit, I returned them around the first week of February. Ive waited the appropriate time for my refund via Klarna and when it went passed the 10th business day I submitted a claim with my bank on February 21st. My claim has been denied and they took back the money on March 28th.

  Im currently in April on the 17th and Klarna REFUSES to give me back my money after constantly contacting their customer service representatives via their app AND on the phone. Theyve given me the run-around and have yet to refund me my ******.

  Ive now shut down my Klarna because I refuse to invest my finances in a business who are giving me a headache of returning MY hard earned money.

  Never using Klarna again, I hope that ****** can be used to purchase the toilet paper used to wipe their employees behinds, because thats the LAST theyre ever receiving business from me. Unbelievable.

  Customer Answer

  Date: 04/22/2025

  From: ***** **** <**************************>
  Date: Tue, Apr 22, 2025 at 1:52 AM
  Subject: Complaint #******** documentation
  To: <**********************************************************************************************>
  
  
  
  
  The order for ****** was for two pairs of sneakers Ive purchased from Puma. This is dated BACK in February and Ive waited for the exact number of business days before filing a dispute with my bank. The individual from the dispute department said that its NOT uncommon for Klarna to give their patrons the run around when it came to giving back their refunds. And now were in April. ?? It took them until March 28th to fully acknowledged that Ive made the return in order to receive my refund and were closing towards the end of April and still NO REFUND. Below are just pictures of the order pertaining the items.

  Business Response

  Date: 04/22/2025

  Hello Ambra,

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

  We have reviewed your concern and unfortunately due to you requesting your account be closed, we are unable to assist with looking into this refund. You are welcome to contact the merchant to explore an alternative refund method. Thank you and have a great day.
  
  

  Customer Answer

  Date: 04/22/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23219982
  
  I am rejecting this response because: THIS DOES NOT RESOLVE MY REFUND ISSUE. Regardless of my account existing or not doesnt mean Im not entitled to getting my money back. They pretty much got money for NOTHING and I will not accept that. >:(
  
  Regards,
  
  ***** ****

  Business Response

  Date: 04/24/2025

  We have reviewed your concern in regards to the $147.00 charge that has yet to be refunded. At this time it appears the charge was disputed and is undergoing the chargeback investigation process. We are unable to expedite this matter therefore you will need to allow the dispute to settle. If the merchant provided a full refund to us, we will return the funds to your original form of payment as the order would then be overpaid. If your bank wins the dispute, they will be responsible for returning the funds to you. Thank you and have a great day.

• Initial Complaint

  Date:04/17/2025

  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.

  1/23/25 I received a bag that I purchased from a seller named ************* on **** website. I made purchase through Klarna. I returned the bag via **** ****** ***** ******** on 1/25/25 I provided the tracking number and shipping company to the seller, *************, to **** and to Klarna so that they can all be aware.
  
  Since then, I have sent message to BBB for ****, I was told by BBB that they could not reach anyone from **** and there is nothing they could do and I should reach out to Klarna.
  
  I have again, reached out to Klarna and ****. **** told me they could do nothing about it because it's all in Klarna's hands now and for me to reach out to Klarna. Klarna asked me for the same information again (trk # and Carrier) I provided it to them again.
  
  As of today 4/17/25, Klarna has advised me they have to charge me for the item because the they can NOT track the item and the amount of $74.51 will come out of my bank account within the next 8 days. It seems that no one wants to take the blame of either the seller not wanting to refund my money or whatever could have happened to that package. No one seems to know but I have to be charged for it.
  
  Why am I being charged for items that I NOT in my possession? Why would I pay the USPS for this item to be returned to NOT have my money refunded? I have provided proof to all who asked me for it. I am still holding on to Receipts showing that I paid for the item to be returned to seller named ************* on **** . Why am I being charged? Is there anyone that can help ?
  This item was sent off 1/25/2025 via USPS. Once again the receipts are attached. Thanks

  Business Response

  Date: 04/21/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with **** (********).
  
  At this time we have refunded your two payments to their original form of payment. Please allow 1-7 days for that to reflect on your end. The order is no longer owed. We hope this addresses your concerns. Have a great day.

  Customer Answer

  Date: 04/21/2025

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

• Initial Complaint

  Date:04/17/2025

  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.

  To Whom It May Concern at the Better Business Bureau,I am writing to express my frustration and disappointment with the financial service company Klarna. I have been a loyal customer, spending thousands of dollars on purchases through Klarna over the past two years, including buying all my furniture from ******. However, I recently discovered an unauthorized charge of $216 from Audible on my Klarna account.

  I have been trying to resolve this issue for the past month without any success.Despite my repeated attempts to inform Klarna that this charge is unauthorized and I do not authorize it, they have declined my dispute and continue to charge my credit card every two weeks. I even contacted my bank to put the charge on hold, but they are unable to do so because Klarna lumps my payments together, making it impossible to identify which charge is from Audible.

  I am appalled at the poor customer service and lack of concern shown by Klarna. They should not decline a dispute when a customer clearly states that a charge is unauthorized, especially when that customer has a long history of spending substantial amounts with their company. If this issue remains unresolved, I will be forced to stop all payments to Klarna and cut ties with them entirely.I strongly urge the Better Business Bureau to investigate this matter and take appropriate action. Customers should not be treated in such a manner, and it is vital that companies like Klarna prioritize the well-being and satisfaction of their customers.

  Thank you for your attention to this matter, and I look forward to a resolution.

  Sincerely,Sepideh Majdedin

  Business Response

  Date: 04/21/2025

  Hello Sepideh,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Audible (L1DVTR42).
  
  We have reviewed your concern and we were able to conclude that our fraud department did not find the order to be fraudulent. The order was also disputed as 'incorrect invoice' but the email that was sent out on April 1 to begin the investigation did not receive a response. If you will like to continue with a new dispute, please chat our customer service in the app or give us a call as we will need to collect initial information from you to begin the dispute. Contacting the merchant to see if an order was processed would be best as well since the one-time card was created and charged for this merchant. As there were ****** orders placed days before and after this February 14 order, we will need confirmation from the merchant. The one-time card's last 4 that was charged is 1536 for reference. Again, please contact our customer service to re-dispute and be sure to respond to our Dispute Resolutions emails to have this matter properly investigated. Thank you and have a great day.

  Customer Answer

  Date: 04/22/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23216417
  
  I am rejecting this response because: 
  I did not make any purchase from auditable .. Im not authorizing this transaction . If Klarna dont do anything about this I will open small claim court .
  Regards,
  
  Sepideh Majdedin

  Business Response

  Date: 04/22/2025

  Sepideh,

  At this time we have re-disputed the order. You will need to respond to our Disputes Resolutions email with the requested information to continue the dispute. At this time they will be able to assist with this matter. Thank you and have a great day.

• Initial Complaint

  Date:04/16/2025

  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.

  Charging me for an item I returned. Charging more than what I should pay for different orders.

  Business Response

  Date: 04/17/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Lulus (WP7J2M95).
  
  The refund of $25.69 was processed on April 7 to the **** ending in 5895. If this was not received, you can provide the *** (***********************) to your financial institution for further assistance with locating this charge. The merchant has not yet processed a refund to the order, therefore you are still being charged until that is received. Please contact the merchant for an update with the return credit. Thank you and have a great day.

  Customer Answer

  Date: 04/18/2025

  This was not the order I made a complaint about. The order I complained about is the one Klarna is denying to give me a refund for that I purchased from tik tok and sent back to the seller within the 30 days.

  Customer Answer

  Date: 04/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23213909
  
  I am rejecting this response because: 

  This was not the order I made a complaint about. The order I complained about is the one Klarna is denying to give me a refund for that I purchased from tik tok and sent back to the seller within the 30 days.
  
  Regards,
  
  ******* *****

  Business Response

  Date: 04/22/2025

  *******,

  The order has been refunded. Please allow 1-7 days for the payment made to be returned to the original form of payment. The order is no longer active. Thank you and have a great day.

• Initial Complaint

  Date:04/16/2025

  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.

  In January, I used Klarna to pay for a service that was offered to me. Unfortunately, I later discovered that this service was fraudulent and that my personal information was being used without my consent.I filed a dispute with Klarna immediately, but they failed to take any action. Due to their lack of response, I proceeded to dispute the transaction with my bank. Now Klarna is asking me to remove the dispute with my bank in order for them to "continue investigating"despite having made no progress or effort thus far.Klarna has not demonstrated any initiative or resolution in this matter, and their handling of the situation has been extremely disappointing. I strongly advise others to keep their personal and financial information away from this business. This experience has been nothing short of fraudulent, and Klarna has not fulfilled their responsibility to properly investigate or protect the consumer.

  Business Response

  Date: 04/23/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Ufunded (HH99692S).
  
  We understand you are experiencing a dispute with the merchant at this time but there has been a dispute placed as well. We are unable to open a dispute with a merchant while there is an active chargeback dispute open with your bank. We would suggest attempting to resolve the matter with the merchant directly during this time. Once the chargeback dispute has concluded, we are able to assist if this is still not resolved. Thank you.

• Initial Complaint

  Date:04/16/2025

  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 sent product back - as shown on tracking paper. They opened - retape dmy box and sent back - refused. Id dit not taked possession of return or sign it. I refused it. Postal worker took back. Tried twice I would not sign for it or take possion.

  When I receive product in Dece (424) I opened it tried to set it up - it was just too much for me. So I reset got on Klana app on my phone. There was a place to sent for return authorization. Clicked on it and it just kept spinning like it was trying to connect. It did the spinning for a few days. Finally got on app on internet tried calling ************. When it's picked up it says no incoming calls accepted. So I finally ended up in chat rooms with Klarna, got lots of runaround and no answers. Once I was told to call  Apple, Apple replied it was Klarna's return because they bought it from Apple.

  Lots of chats on line given a lot of same info each time, no answsered and I couldn't print the chats. So I finally sent it back to Klarna, INc. *** * **** ** ***** *** ********* ******* 
  Tracking # ********************** U.S.P.S. After a few attempts it was signed for on Jan 24 - 2025. I can't remember exactly when it was opened andreturned from them n my same box - refused. But I did not sign for it and take possession of it. They were difficult to communicae with only chat rooms. 

  Business Response

  Date: 04/18/2025

  Hello ****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** (********).
  
  We have reviewed your concern and your return was denied by the merchant due to the return date. The merchant states they did not approve the return as the return was made outside of the 14 day return window. The return label was not provided therefore the return was refused and sent back. We are unable to remove this order as it is due. As a courtesy, we have removed the two reminder fees that were added. If you would like to continue trying to return the item, contacting the merchant is best at this time. We are not able to override their policy. At this time the order remains active and due. If you need any additional support, feel free to always chat or call us. Have a great day.

  Customer Answer

  Date: 04/28/2025

  I tried to return it one or two days after on my phone it just kept saying processing so after several tries in several way of which I could not talk to a person except chat which gave the almost exact same thing eaach time I sent a response to their response. It was after fourteen days I sent it back because of the run around they caused I could not get any returtn information from calling chat rooms or anything else so I sent it back it wasn't used as I said they opened the box and sent it back in my same box just resealed sent it return to sender on which I refused I do not have it they either have it or its at the post office. I will not pay for it now or any time as I stated when I returned it it's too much for me I just needed simple.

  
  Thank You!

  
  **** ********
  P.S. I think they do all this non contact to make people pay regardless, I was in the correct time I knew immediately I couldn't use it it was there lack of response and runaround that caused it to be late.
  

  
  

  Business Response

  Date: 04/29/2025

  ****,

  Thank you for your response. Again, we are not able to assist with this matter as the merchant is responsible for crediting the order. The return was said to not been properly registered therefore they denied the return. At this time the order remains due since it has not been refunded by the merchant. Thank you.