Business Profile

Payment Processing Services

Klarna Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Klarna Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,620 total complaints in the last 3 years.
987 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/15/2025
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.
Multiple accounts opened under my name without my permission. And being reported to credit bureau as negative and destroying my credit and affecting other accounts I have because of negative reporting. Ive contacted them for the last 3 months and been given the run and told they were going to get back to me and havent at this point its fraud what they are doing. The info they have matches nothing of mine the phone number / email Ive never had.
Business Response
Date: 04/16/2025
Hello ****** -

Klarna is in receipt of your complaint, ********, in regards to credit inquiries that you are seeing on your credit report that you do not recognize.

After reviewing our systems, we are able to confirm that there is no Klarna account associated with the email address or phone number that was provided in your complaint.

From here, it would be best to dispute the inquiry directly with **********, and provide all evidence of fraudulent activity to them. You can also reference this response and inform ********** that you have a $0.00 balance with Klarna.

Its good to know that Klarna does not affect your credit score. You can view more about this in our FAQs here: ********************************************************************************************************************************

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ************** or via chat 24/7 at ***************************************************************.

Customer Answer
Date: 04/16/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23210346

I am rejecting this response because:
when I spoke to your customer service team its under the fraudulent email ************************* You guys are responsible for this and the negative reporting that has hurt my credit in multiple ways

Regards,

****** ********
Initial Complaint
Date:04/15/2025
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 put money into my klarna account for an item to buy. After I made the purchase with *****, they informed me that the item was out of stock and would take 15 business days for them to get the item back in stock plus the time to Ship it to me. So i cancelled the order and asked for a refund from Klarna and they said it would all go back to my checking account. So after waiting 7 days like they said it would take there was still $95.00 dollars in my Klarna account and they refuse to send it back to my original account
Business Response
Date: 04/16/2025
Hello *******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the $95.00 that was deposited into your Klarna Balance account.

We understand that you're reaching out in regards to having the $95.00 that you deposited into your Klarna Balance refunded - I'm happy to provide some additional information for you.

Funds deposited to your Klarna Balance are meant to be used for goods/services that are ordered through Klarna, or applied to any existing outstanding balances that you have with Klarna. The funds that are added to your Klarna Balance are nonrefundable and also cannot be redeemed for cash.

You can view the Klarna Balance Terms and Conditions here: ********************

We are able to see that you have an available Purchase Power, therefore the funds in your Klarna Balance are to be used for any upcoming purchases, the installments due on any active order or payments due on future transactions.

We hope that this information is helpful and we hope that you have a wonderful rest of your day!
Initial Complaint
Date:04/15/2025
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.
i placed an order on ********* and i returned it and still didn't get my money back. it's been several weeks. the order arrived 3/15 and their website states their return policy is that you can return the item within 14 days of receipt. they approved my return and sent me a label on 3/16. i sent it out on 3/29 the 14th day after receiving. they received their product back on 4/1. their policy on their site states to allow 7 business days for refund to be processed. their email is in contradiction of that, it says 5-10 business days. it doesn't matter, today is 4/15 the 10th business day and they are still ignoring my emails. the last email was from 4 days ago she said she would confirm with their return center and get back to me- still haven't heard anything. i attached screenshots and photos of all the information needed to process my refund including their website policy, emails to me, tracking information, order delivery date and time. at this time, as my financial institution klarna must step in and get my money back as i do not have patience and energy to go back and forth with people who clearly do not care to refund me.
Business Response
Date: 04/21/2025
Hello *****,

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

We have reviewed your concern and as of April 17, we received a full refund from the merchant. They refunded $160.00 and as of today, we have refunded the remaining $3.73. You will receive your full payment of $40.93 within 1-7 days. The order is now settled. Thank you and have a great day.
Initial Complaint
Date:04/15/2025
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.
I purchased a product from ******** and they automatically put me on a subscription for renewals that I knew nothing about. So when they sent out a notice to refill part of the order on the subscription I went to the site talk to them and canceled the subscription and that order was never sent out it was canceled. But it was still built through klarna.
So I contacted klarna to dispute the amount . And that's dispute specialist Ezdra (supposed to be) keep asking me for the internal message that was sent to Free Bird which I do not have a copy of because it was on the website internally to submit.
I showed where the order was canceled as well as I never received it and it's still trying to give me households telling me if I do not give the other information they're going to reinstate the charges although I did not receive the product.
Business Response
Date: 04/16/2025
Hello ******* -

Klarna is in receipt of your complaint, ********, in regards to a subscription that was automatically renewed using your Klarna Card and has since been cancelled with no items being received.

We are happy to inform you that the balance of $26.62 has been removed from your account as of April 16th, 2025.

This order will now reflect as complete in your Klarna account with a balance of $0.00 and you are no longer responsible for the previous balance owed.

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ************** or via chat 24/7 at ***************************************************************.

Customer Answer
Date: 04/16/2025
[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.] And it is sad that you have to go through Better Business to make them do what they supposed to do without the agent get in an attitude. The same thing I submitted to you was submitted to them but he wanted to give me hassles. Thank You Better Business Bureau for being there for the consumers

Better Business Bureau:

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

Regards,

******* *******
Initial Complaint
Date:04/15/2025
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 a ticket and it was issued with the wrong name. As well, I am disabled and they refuse to allow me to have an assigned seat for Korean Air in advance and that may put me in a bad seating situation for the longest leg of my flight. I have spoken to customer care and they initiated cancellation but its just sitting there while I am still being charged for a ticket I paid and purchased **************** and not getting the refund I requested. Klarna *** called me to harass me after explaining to them Ihad started the cancellation process on 3/31/25 and got a confirmation email that showed It took 24 hours. They never cancelled my flight and what recourse do I have when they said they would. But instead of opening the dispute and using my evidence Klarna still billing me as if I did not make the aware. Then your debitng from my account and giving me negative reviews that effect my overall status. If you charging my account and causingme an overdraft fee for a returned product then Im not able to use that money to pay for the other account. Its double jeopardy and not customer service.
Business Response
Date: 04/16/2025
Hello MaZoe,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Alternative Air (N40MT0ZJ).

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. 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.
Initial Complaint
Date:04/14/2025
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 did not authorize a payment for 889 for ******* through Klarna. I am unsure if someone hacked my phone or something was stolen and someone charged my account. They denied my claim 2 times because it was shipped out which has nothing to do with any viability. Now they want me to pay 580 dollars for an unauthorized purchase which I also cannot afford and they are forcing me to pay this all of a sudden as a lump sum payment.
Business Response
Date: 04/16/2025
Hello ***** -

Klarna is in receipt of your complaint, ********, in regards to a purchase on your account with ******* in the amount of $889.74.

After reviewing this order, we are able to confirm that it has been investigated by Klarna’s Safety Department on two occasions. They have determined that the disputed statement is legitimate and you will remain liable for payments.

Please note that Customer Service does not handle Unauthorized Purchase reports. These are handled by Klarna’s Safety Department and we are unable to override their decision.

For more information, or if you have any further questions or concerns, please refer to the email sent by *********************

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ###-###-#### or via chat 24/7 at ******************

Customer Answer
Date: 04/21/2025
Please lower monthly payment as cannot afford and now have to pay a purchase that was unauthorized.
Initial Complaint
Date:04/14/2025
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 made several attempts to get Klarna to update my account showing a payment I made over a month ago. They keep giving me the run around and refuse to post the payment. It is still showing as pending. I submitted proof of the payment clearing my account but it still is not current online. The customer service is terrible and keeps saying the same thing that it takes time. I pay my invoice on time each most of the time before the due date and that payment post immediately but for some reason this payment is still pending and it been over a month. When you ask to speak to a real person over the phone for some strange reason the call goes right to my voicemail. I think as they gotten bigger the customer service became absolutely terrible.
Business Response
Date: 04/15/2025
Hello ****** -

Klarna is in receipt of your complaint, ********, in regards to a payment that you do not see reflecting on your Klarna account.

After reviewing our systems, we are able to see that the payment of $118.62 was successfully applied to order 071CFKPT with Giant Food on March 21st, 2025. Although the payment was submitted on March 16th, 2025 according to the screenshot provided, direct debit payments can take up to 10 days to successfully post to your Klarna account.

Due to the order total with Giant Food being $117.00, a refund of $1.62 was initiated and sent back to you on March 25th, 2025.

This order reflects as complete in your Klarna account with a balance of $0.00.

Since the payment has been applied in full to your Giant Food order, there is no further action that needs to be taken.

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ************** or via chat 24/7 at ***************************************************************.

Customer Answer
Date: 04/15/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23204758

I am rejecting this response because: Despite what you are saying this balance is still reflected in my account. It is showing as pending and this payment has yet to be reflected in my purchase power. This payment was made over a month ago and it is still showing in my balance and not reflected in my purchase power. The account I information is not current

Regards,

****** ****
Initial Complaint
Date:04/14/2025
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.
I made a purchase from ***** on March 21st in the amount of $148.36 using Klarna. I received a notification that my order will arrive late due to high volume, I attempted to cancel but it was too late. My package was marked delivered on March 27th. However I did not relieve my package. It was delivered to somewhere other than my front door. I went ahead and filed a claim with Klarna, Shein, and FedEx. Klarna refuses to help me.
Although a refund was promised if I file a police report, it was not honored. When I sent that same screenshot to he Klarna rep, he said it was "miscommunication". How can a representative promising a refund be miscommunication? They sent me to contact Shein.

***** refuses to help me and promised an investigation. However their investigation went no further than simply clicking the tracking number that says the item was delivered. Ofcourse the package says delivered, rather than "stolen". The tracking is not going to say "FedEx didn't follow delivery instructions and negligently dropped your package in an incorrect public area".
It was a one sided investigation and they did not reach out to me to view my evidence of not receiving the package. They told me to reach out to FedEx.

FedEx told me they closed my ticket, although I didn't receive any response from them either. my ticket remains blank. No emails from FedEx are in my spam, trash, anywhere. Again, a one sided investigation with no effort to reach out to me. However, FedEx was negligent in delivering the item and leaving it in an incorrect area and failed to follow delivery instructions.

Klarna and ***** both promise customer and buyer protection. But when it comes down to if, its complete bluff. Both suggest filing a police report, and upon doing so... both companies refused to take the report seriously. No effort made to help loyal customers that give them thousands of dollars of business.
Customer Answer
Date: 04/15/2025
Hello, I'm not sure how to proceed here, but the company and I resolved the matter.
Business Response
Date: 04/15/2025
Hello *******,

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

We have reviewed your concern regarding your order ********, with *****. 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. As a courtesy, a previous agent has cleared your 3 remaing payments ($111.27).

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 the matter. We hope this addresses your concerns. Thank you and have a great day.
Customer Answer
Date: 04/15/2025

I accept the business's response to resolve this complaint.
Hello, I'm not sure how to proceed here, but the company and I resolved the matter

Regards,

******* ******
Initial Complaint
Date:04/12/2025
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.
Ive been having various issues with this service, and Im not even sure why I keep trying to resolves this and its basically my final attempt, as I have none of these problems with any other services (Afterpay, ZIP, etc), as well as credit card companies.I will include screenshots of everything thats mentioned here.Klarna claims I have no spending power, which as initially true until recently. Now, I get this message claiming they can only lend me a certain amount, which I accept. Then, I get a notice saying they cant verify my account, and cant match my identity. All of my information is accurate, and has not changed.I reached out to their support, and their agent put blame on **************** my information with them wasnt updated/correct.
I said that didnt make any sense, especially since Klarna is the ONLY service I have this problem with. He claimed that I was confused and told me to reach out to **********, and to contact Klarna back with proof so they can escalate this.I requested my credit report from TU, and surpriseall of my information was correct, like I had originally mentioned. I contacted their support again, and provided this proof, and then this agent claims something totally. He tells to wait 72 hours so it can update, despite me saying Ive been having this issue for months on end, and is clearly a problem with Klarna.
I asked repeatedly to be transferred to a supervisor, which he said wasnt possible, until I asked one last time and mentioned Id be filing a complaint with the BBBthen he suddenly tells me to give him a few minutes to do so, but unfortunately, I was stuck waiting and nothing happened.Ive been very patient about this, but now, Im very frustrated and its disappointing to have this blame put on me, especially after providing proof like I was asked to do. I cant even use the Pay Now option because of this which makes zero sense as Im spending my own money.
Business Response
Date: 04/15/2025
Hello Maya -

Klarna is in receipt of your complaint, ********, in regards to your recently denied purchase attempts and your ************** being unavailable.

After reviewing your account, we are able to confirm that your purchase attempts could not be approved, and ************** could not be calculated due to your credit history.

There are several factors that are taken into consideration during the loan decisioning process. These factors include but are not limited to: your Vantage score, outstanding loan balances (both with and not with Klarna), how long you have been shopping with Klarna, your repayment history and the consistency in billing information on your Klarna account.

Please keep in mind that **************** is not able to adjust your ************** and we are not able to manually approve your purchases.

Each purchase attempt is assessed individually, so one denial does not mean that you will always be denied.

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ************** or via chat 24/7 at ***************************************************************.

Customer Answer
Date: 04/15/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23196750

I am rejecting this response because:
This is exactly the problem that Im talking aboutIm not understanding how you read all of my complaint (which Im assuming you didnt based on your response), and replied regarding purchase power when thats not why I filed this.
I filed this complaint because I keep being told Klarna cannot identify me, and agents told me that this was an issue with **********, which I provided proof that its not.
Please actually read my initial complaint this time, so you can fully understand whats going on.
Regards,

**** *******
Business Response
Date: 06/25/2025
Hello Maya,

Thank you for your response. Here at Klarna, we have an automated system that reassesses your application and regenerates a decision each and every time you apply for a new card or purchase. It is important to note that your purchase power is not set-in-stone, rather it is calculated and determined by an automated system that considers many different factors to come to its decision. Due to this, we do not have the ability to manually alter your purchase power on our end.

We truly wish we could have delivered more desirable news, however, Purchase Power is determined by an automated system that customer service cannot manually edit or change in any way.

Customer Answer
Date: 06/25/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23196750

I am rejecting this response because:
Hi,
None of this has to do with my *************** Ive repeatedly mentioned this in every single interaction, complaint, and conversation Ive had with Klarna over the last couple of months.
This has to do with the issue of me getting the error of my identity not being verifiable through Klarna, despite all of my information matching.
Ive been asking for assistance with this for months, and yet every time I do, you guys focus on something totally different from what Im asking. I even provided screenshots, and you replied with something that has nothing to do with this complaint.
Regards,

**** *******
Business Response
Date: 07/01/2025
Maya,
You are not being approved for orders due to your personal credit. You would not have a purchase power due to this as well. We are not able to manually verify and approve you. Please try again at a later time.
Customer Answer
Date: 07/01/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23196750

I am rejecting this response because:
Im not asking to be manually approved, Im just asking for confirmation that the message I was receiving about my identity not being verifiable is a denial?
I just dont want this to be an issue when trying again once Im eligible.
Regards,

**** *******
Business Response
Date: 07/01/2025
Maya,
Each denial is followed by an adverse action notice within 25 days of the date of denial. Please review those for more information regarding your denial. The identity on the account is not approved for purchases at this time. Thank you.
Customer Answer
Date: 07/01/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23196750

I am rejecting this response because:
The information and reasoning for rejection in that email that I was given was that my identity could not be verified.
This is what Ive been trying to get clarification on for months.
But youre responding here with something differentis this an identification issue, or me not being eligible? Thats all Im asking.

Regards,

**** *******
Business Response
Date: 07/01/2025
Maya,
You are not verifiable as you are not currently eligible to use Klarna's services. We welcome you to try again in the future as our automated system will evaluate each attempt independently.
Customer Answer
Date: 07/02/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23196750

I am rejecting this response because:
This doesnt make any sense because I also get this same error when attempting to use the pay in full option, which shouldnt require any sort of credit.

Regards,

**** *******
Business Response
Date: 07/11/2025
Maya,
Our automated system is not approving you at this time. There are several factors that are taken into consideration during the loan decisioning process. These factors include but are not limited to: your Vantage score, outstanding loan balances (both with and not with Klarna), how long you have been shopping with Klarna, your repayment history and the consistency in billing information on your Klarna account. We are not able to override any of these. Thank you.
Initial Complaint
Date:04/12/2025
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.
Someone made a purchase on my klarna account that was not me. I went right to klarna to report it along with my bank. Was told ny klarna that the payments would be paused while they investigate it. My bank refunded me the first charge. A week later I went back to my klarna and it looked like the next payment for this fraudulent order was pending. Spoke to an agent and was told it was paused and no other charges for this order would be charged to me.
Yesterday I got an email from klarna thanking me for my payment for this order. They again charged me for this fraudulent order. Was told I had to get a refund from my bank and to continue to give them another 7 to 14 days to investigate it. I had already had to get a new debit card two weeks ago and now to get a refund through my bank I would have again had to get a new card just so in 2 weeks klarna could charge me again. Was told to contact versace where this order was from to get it canceled with no order number no information about the order. So they let someone steal their customers card information, make charges and klarna will continue to make you pay for a fraudulent order and not help you at all.
Business Response
Date: 04/15/2025
Hello ***** -

Klarna is in receipt of your complaint, ********, in regards to order ******** with ******* that has been reported as unauthorized.

The remaining balance of $124.08 has been removed from the order and the payment of $62.54 has been refunded as of April 15th, 2025. Please allow 5-7 days for these funds to populate in your account.

As the initial payment of $46.90 was disputed and refunded directly with/from your bank, there is no further refund due from Klarna at this time.

This order now reflects as complete in your Klarna account with a balance of $0.00, and you are no longer responsible for the previous balance owed.

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ###-###-#### or via chat 24/7 at ******************

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Klarna Inc. is NOT a BBB Accredited Business.