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Business Profile

Payment Processing Services

Klarna Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

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

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    Customer Complaints Summary

    • 2,616 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/29/2025

      Type:Billing Issues
      Status:
      Answered
      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 signed up for a free trial of Klarna + and the trial is set to end on April 2nd. This is when the billing period begins and 7.99 would be charged to my account.

      It is March 29 and I already am seeing the pending charge for Klarna + on my account. I did not authorize this charge.

      I contacted Klarna and they said they couldnt do anything about it and that I could cancel my trial and the charges would reverse.

      This is terribly wrong! I did not authorize the charge to pend 3-4 days before the trial ends! No other subscription has ever charged before the date it says. I a now having to wait until hopefully the charge falls off.

      Business Response

      Date: 03/31/2025

      Hello Kayleah,

      Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your Klarna Plus subscription.

      After reviewing your account we were able to see that the subscription has been canceled and does not reflect on your account. The pre-authorization is immediately voided or reversed by Klarna, which means that the funds should not be withheld from your account. Processing times to remove pre-authorization holds vary by bank. 

      Please note that authorization holds are simply pending and should never post as a charge. This means that the authorization reversal will not reflect as a refund. The pending amount will be released from pending and fall off of your bank statement. If the pending hold is no longer visible on your account that means that the authorization hold was successfully released. Thank you and have a great day.

    • Initial Complaint

      Date:03/26/2025

      Type:Product Issues
      Status:
      Answered
      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 an item from a company called benchbar and the sale was a fraud. I discovered it was fraud when I received an email stating that the item was being shipped, but had 10 other recipients copied on the email. I blocked my payment immediately and reported it as a fraud to the finance company that the item was purchased through (Klarna). When I reported it to Klarna, they have refused to reverse the charge and are continuing to try and collect for a product that was never received. I have contacted them multiple times to try and resolve this, but they are not responding. This issue is now starting to affect my credit, as I am refusing payment. I need Klarna to clear the amount owed and correct the issue.

      Customer Answer

      Date: 03/27/2025

      I just received this email today

      Customer Answer

      Date: 03/31/2025

      From: '***** ********' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
      Date: Sat, Mar 29, 2025 at 3:53 PM
      Subject: Re: BBB complaint number, ******** [#*******] Regarding statement 5SRPKL62-1 [#*******]
      To: Klarna Dispute Resolutions <****************************************************************>
      Cc: <**********************************************************************************************>




      Uneisi,


      This order was never recieved and has been canceled and no payment will be made. I have contacted the ************************ and the better business bureau to report this fraud. Please clear the amount shown as owed


      *****


      On Mar 26, 2025, at 9:34 AM, ***** ******** <********************************> wrote:



      Uneisi,


      This order has been canceled and no payment amount  is due. Please clear the amount shown as owed


      *****


      On Mar 26, 2025, at 9:28 AM, Klarna Dispute Resolutions <****************************************************************> wrote:



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


      We're reaching out about your statement 5SRPKL62 related to your order with Echotrade.


      Thank you for sharing your information and evidence with us regarding this matter. After reviewing everything provided by you and Echotrade, we are unable to support your claim at this time because you confirmed that you have not received your order. Therefore I have closed the return dispute and reopened it as a Goods Not Received Dispute.


      What happens next?
      Your statement has been reactivated for payment, and you will receive an updated copy by email shortly. If youve already made the payment, no further action is needed. You can check the Klarna app or ************************** for any outstanding statements and payment statuses. If you have more evidence to support your position, you may raise another claim to Klarna customer service via chat or phone.


      The store may be able to assist you further or offer a resolution that works for you, we therefore suggest reaching out directly to Echotrade for any issues with your product or service. If the issue remains unresolved and you have new information to help us in assisting you, please contact Klarna customer service through chat or phone. Our team is happy to assist you!


      We acknowledge your right to object and confirm that your rights have been thoroughly considered as part of our decision-making process.


      Please note that this email is not monitored for replies.


      Have a great day!


      Have a nice day!


      Uneisi
      Customer Service Representative
      Dispute Resolutions
      Klarna INC
      image
       

      Customer Answer

      Date: 04/01/2025



      '***** ********' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
      Mon, Mar 31, 9:31 PM (11 hours ago)
      to Klarna, disputeresolution




      ******,


      I have followed your instructions to a dead end. There is no way to dispute this purchase and report the issue. There is no merchant actually to deal with. Eco trade is a made up company with no actual product. The sale was fraudulent and has never been received. I will not make any payment for a product that was not received. This was a scam and you know that you are servicing a company that doesnt exist. Please do not continue to contact me in this regard. I will no longer be responding to any of your requests for payment. This has been going on long enough and I have communicated my issue to you with no resolution. I have copied the better business bureau for documentation and will no longer be communicating with you or Klarna on this matter. 


      Regards,






      On Mar 31, 2025, at 11:42 AM, Klarna <*******************************************************************************> wrote:



      Hello ***,


      Thank you for reaching out to Klarna. My name is ****** and I'm a complaint investigator.


      I'm reaching out in regards to the complaint that was registered in connection with your dissatisfaction with Klarna's handling of a dispute regarding an order #5SRPKL62 with Echotrade. I completely understand your concern. This is not the experience we would like you to have and I want to help resolve this for you.


      I have looked into this closer to see what happened and reviewed all your communication up to this date. I can see that the dispute was reopened as "return" Dispute, and you were advised to contact the store for further assistance. Despite your claim that the order was never received and has been canceled, the evidence and information provided support the previous dispute outcome.


      To resolve this, Klarna is unable to clear the amount shown as owed at this time. Klarna acts as the payment provider for customers and we are unable to cancel or refund an order until the store cancels and refunds the order on their end first.


      I understand this was a frustrating experience, and Id like to provide some information to help avoid this situation in the future. It is important to maintain communication with the merchant and provide any necessary documentation to support your claims promptly.


      The best option would be to dispute the order for "goods not received" instead of return as you are stating you have not received this purchase. Below I have provided you with steps to dispute for "goods not received"


      To dispute an order in the Klarna app, you can follow these steps:
      Navigate to the Payments Tab: Open the Klarna app and go to the "Payments" tab located at the bottom of the screen.
      Select the Affected Order: Find and select the order you wish to dispute.
      Report a Problem: Scroll down and select "Report a problem."
      Choose the Issue: Select the situation that best fits your issue under "Issue with your items or purchase."
      Provide Details: Fill in the required details at each stage and provide any information that could be helpful in opening the dispute.
      Submit the Request: Once all the necessary information is provided, submit the request. This will pause the invoice associated with the order.


      In conclusion, I would like to confirm that the dispute was thoroughly reviewed, and the decision remains unchanged based on the evidence available. Please ensure to keep in contact with the merchant for further resolution. Klarna values you as a customer, I hope this information is helpful to you and wish you a nice day.


      Have a nice day!


      ******
      Service Specialist
      Service Center
      Klarna INC
      image

      Customer Answer

      Date: 04/01/2025



      '***** ********' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
      Mon, Mar 31, 9:35 PM (11 hours ago)
      to disputeresolution


      Here is another email from Klarna. Please help me with this dispute.. it is affecting my credit now. 


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










      Begin forwarded message:


      From: Klarna Dispute Resolutions <****************************************************************>
      Date: March 31, 2025 at 6:07:58 AM PDT
      To: ********************************
      Cc: **********************************************************************************************
      Subject: Re: [#*******] Regarding statement 5SRPKL62-1 [#*******]
      Reply-To: Klarna Dispute Resolutions <****************************************************************>





      Hi ***,


      We set high standards for our customer service department and continuously strive to improve our service. Customer feedback is the cornerstone of *********************** decision-making, and we would like to thank you for taking the time to contact us with your feedback. It has been passed to the relevant department, allowing us to identify areas for improvement and further educate our customer service representatives.


      We confirm that your complaint has been correctly registered, and we will take the necessary actions to enhance the service we offer to our clients.
      You will be contacted shortly by the dedicated department. We are always happy to help.


      In the meantime, I wish you a lovely day.


      Bledar
      Customer Service Representative
      Dispute Resolutions
      Klarna INC
      image
       

      Customer Answer

      Date: 04/01/2025

      '***** ********' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
      Mon, Mar 31, 9:38 PM (11 hours ago)
      to disputeresolution




      Please help with this dispute. 


      Dispute 23119095.


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


      Begin forwarded message:


      From: ***** ******** <********************************>
      Date: March 31, 2025 at 6:31:57 PM PDT
      To: Klarna <*******************************************************************************>
      Cc: **********************************************************************************************
      Subject: Re: [#*******] Your Klarna Complaint (id:1002574)





      ******,


      I have followed your instructions to a dead end. There is no way to dispute this purchase and report the issue. There is no merchant actually to deal with. Eco trade is a made up company with no actual product. The sale was fraudulent and has never been received. I will not make any payment for a product that was not received. This was a scam and you know that you are servicing a company that doesnt exist. Please do not continue to contact me in this regard. I will no longer be responding to any of your requests for payment. This has been going on long enough and I have communicated my issue to you with no resolution. I have copied the better business bureau for documentation and will no longer be communicating with you or Klarna on this matter. 


      Regards,






      On Mar 31, 2025, at 11:42 AM, Klarna <*******************************************************************************> wrote:



      Hello ***,


      Thank you for reaching out to Klarna. My name is ****** and I'm a complaint investigator.


      I'm reaching out in regards to the complaint that was registered in connection with your dissatisfaction with Klarna's handling of a dispute regarding an order #5SRPKL62 with Echotrade. I completely understand your concern. This is not the experience we would like you to have and I want to help resolve this for you.


      I have looked into this closer to see what happened and reviewed all your communication up to this date. I can see that the dispute was reopened as "return" Dispute, and you were advised to contact the store for further assistance. Despite your claim that the order was never received and has been canceled, the evidence and information provided support the previous dispute outcome.


      To resolve this, Klarna is unable to clear the amount shown as owed at this time. Klarna acts as the payment provider for customers and we are unable to cancel or refund an order until the store cancels and refunds the order on their end first.


      I understand this was a frustrating experience, and Id like to provide some information to help avoid this situation in the future. It is important to maintain communication with the merchant and provide any necessary documentation to support your claims promptly.


      The best option would be to dispute the order for "goods not received" instead of return as you are stating you have not received this purchase. Below I have provided you with steps to dispute for "goods not received"


      To dispute an order in the Klarna app, you can follow these steps:
      Navigate to the Payments Tab: Open the Klarna app and go to the "Payments" tab located at the bottom of the screen.
      Select the Affected Order: Find and select the order you wish to dispute.
      Report a Problem: Scroll down and select "Report a problem."
      Choose the Issue: Select the situation that best fits your issue under "Issue with your items or purchase."
      Provide Details: Fill in the required details at each stage and provide any information that could be helpful in opening the dispute.
      Submit the Request: Once all the necessary information is provided, submit the request. This will pause the invoice associated with the order.


      In conclusion, I would like to confirm that the dispute was thoroughly reviewed, and the decision remains unchanged based on the evidence available. Please ensure to keep in contact with the merchant for further resolution. Klarna values you as a customer, I hope this information is helpful to you and wish you a nice day.


      Have a nice day!


      ******
      Service Specialist
      Service Center
      Klarna INC
      image

      Business Response

      Date: 04/01/2025

      Hello *****,

      Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Echotrade (5SRPKL62).

      We have reviewed your concern and at this time your 'return' dispute was denied due to the wrong dispute type. You were advised to open a 'goods not received' dispute but the agent was advised to stop communicating with you as you were done with Klarna. At this time we have opened a 'goods not received' dispute and this allows the merchant a certain amount of time to respond to your dispute. Once their is an update, you will be informed via email by our Disputes Resolutions team. Thank you and have a great day.

      Customer Answer

      Date: 04/01/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23119095

      I am rejecting this response because: their resolution is for me to pay for an item that I did not receive. The item was not recieved, I have contacted the ******** company in question with no response as the company does not exist. The purchase was a scam and the item was never recieved, nor is there any way to resolve the dispute with the ******** company in question. I will not be paying Klarna anything, 1. No product received. 2. Klarna is aware that Ecotrade is unreachable and is not in existence. 

      Regards,

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

      Business Response

      Date: 04/01/2025

      *****,

      All consumer complaints go through the same dispute process. Once there is an update you will be emailed by our Disputes Resolutions team. We are not able to expedite the matter. Thank you.

      Customer Answer

      Date: 04/01/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23119095

      I am rejecting this response because: there has been no resolution. This is merely a response saying they will respond later.

      Regards,

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

    • Initial Complaint

      Date:03/26/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Online Reference Number for H&M Order *********** I placed an order with H&M for an online order in the amount of $82.91, Online Reference Number for H&M order ***********. The merchandise was return in the H&M store via two separate receipts because the store clerk returned the dress and top first then realized that the pants needed to be return also, and so she completed a separate return for the pants. I have two separate receipts for this order. Klarna has received the return information, and refuses to refund me my money. I am seeking my full refund of $82.91 for this order, and an apology from their corporate office due to their accounting department negligence.

      Business Response

      Date: 03/26/2025

      Hello ******** - 

      Klarna is in receipt of your complaint, ********, in regards to a return made on order FRPVJ701 with H&M. 

      In your complaint you stated that all three items were returned under two different return transactions but you have only been credited for two of the items. Thank you for giving us the opportunity to resolve this for you. 

      After reviewing the order, we are able to confirm that a refund of $55.28 was issued to the order on March 23rd, 2025, adjusting the order total from $82.91 to $27.63. 

      As a courtesy, we have manually applied the additional refund to the order, removing the remaining balance of $6.91 and we have refunded your down payment of $20.72 as of March 26th, 2025. Please allow 5-7 days for these funds to populate in your account. 

      This order will now reflect as complete in your Klarna account with a balance of $0.00. You are no longer responsible for the previous balance owed and there is no further action needed. 

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

    • Initial Complaint

      Date:03/25/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Being charged for something I never got. I explained the situation to escalations and they haven’t helped me. It’s been 26 days since the transaction was made and is still pending.

      Business Response

      Date: 03/26/2025

      Hello ***** - 

      Klarna is in receipt of your complaint, ********, in regards to order ******** with *******. 

      After reviewing the order, we are able to see that the purchase was made on February 28th, 2025 and as of March 26th, 2025, ******* still did not accept the order, leaving it “processing” on your Klarna account. 

      This order has successfully been cancelled in Klarna’s systems as of March 26th, 2025 and this order will now reflect in the “completed” section of your account. 

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

    • Initial Complaint

      Date:03/25/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 8/24 I made a transaction through Klarna for Temu. I called Klarna to let them know I did not receive my package. Klarna waived my account but failed to follow through with internal steps that lead my account in collections and unable to use platform. I called Klarna for a resolution and keep getting the run around the situation and no one is helping me escalate this to sue I been waiting since 8/24 until today they keep giving a run around the situation they acknowledged but won't take action to clear my records from collection and allow me to use platform.

      Business Response

      Date: 03/26/2025

      Hello ********,

      Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your account not being eligible for **************. 

      After reviewing your account we can see that there have been a few overdue payments that have contributed to your ************** not being available, however another factor contributing to the eligibility of your ************** is a recently written off debt of $51.27. Unfortunately, due to consistent overdue debts your ************** is not available at this time. You are welcome to try again at a later date, however we cannot guarantee that you will be granted **************. 

      We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs!

      Customer Answer

      Date: 04/07/2025

      Contact Klarna on April 2, 2025, regarding this situation. I confirmed with Nasha that I do not have any past overdue amounts as they had stated. The account is a waived fee from Temu because they waived it and got placed as an overdue payment due to their failure to properly label the account. This situation has been escalated to higher management. This is the inconsistency we face, where one agent says one thing, another says something different, and then does something else.

      Customer Answer

      Date: 04/07/2025

      Provide I that I have no outstanding payments with Klarna. When I called on April 2, 2025. ***** from Klarna confirm this information and escalated the issue because senior operation is not aware of Klarna policy and a letter was sent to me with incorrect information about my account and based on their resolution a write should not affect the purchase power and I don't have over due payment in the history of me being a customer with **********************.

      Contact Klarna on April 2, 2025, regarding this situation. I confirmed with Nasha that I do not have any past overdue amounts as they had stated. The account is a waived fee from Temu because they waived it and got placed as an overdue payment due to their failure to properly label the account. This situation has been escalated to higher management. This is the inconsistency we face, where one agent says one thing, another says something different, and then does something else.

      Customer Answer

      Date: 04/08/2025

      Provide I that I have no outstanding payments with Klarna. When I called on April 2, 2025. ***** from Klarna confirm this information and escalated the issue because senior operation is not aware of Klarna policy and a letter was sent to me with incorrect information about my account and based on their resolution a write should not affect the purchase power and I don't have over due payment in the history of me being a customer with **********************.


      Contact Klarna on April 2, 2025, regarding this situation. I confirmed with Nasha that I do not have any past overdue amounts as they had stated. The account is a waived fee from Temu because they waived it and got placed as an overdue payment due to their failure to properly label the account. This situation has been escalated to higher management. This is the inconsistency we face, where one agent says one thing, another says something different, and then does something else.

      Business Response

      Date: 04/12/2025

      Hi ******** - 

      Klarna is in receipt of your complaint ********, related to your ************** not being available. 

      After reviewing your account, we are able to see there has been a few overdue payments and a write off of debt for $51.27. Unfortunately, due to consistent overdue debts your ************** is not available at this time. You are welcome to try again at a later date, however we cannot guarantee that you will be granted ************** and we do not guarantee that you will be able to place a new order. 

      Your ************** is automatically calculated and several factors are taken into consideration when it is calculated. These factors include, but are not limited to: your Vantage score, your repayment history with Klarna, outstanding loan balances (with and outside of Klarna), how long you have been shopping with Klarna and the consistency in billing information on your account. 

      It is good to know that nobody within Klarna can alter/adjust/activate your **************. 

      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 ***************************************************************.

    • Initial Complaint

      Date:03/23/2025

      Type:Product Issues
      Status:
      Answered
      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 used Klarna to pay for a TEMU order. The order was partially delivered. I had been battling with temu since November 2024, it is now March 2025. Klarna promised more than once to help me with the purchase not being fully delivered and my balance. They kept saying I received a refund but it was for another damaged item that was delivered separately. Klarna was not understanding. I struggled with Temu and eventually they returned funds.

      Klarna sent me to collections. Though payment went back to Klarna when temu finally returned the money- Klarna refused to help me. I was first told I could have my late payments refunded. They now require me to contact the collection company. The collection company tells me to contact Klarna. Its a little over $20 and the audacity after me spending so much money using the Klarna app, and not being late and paying my bills.

      The Klarna guarantee is not true. Not only did they not help when pictures were provided and screenshots, but they would promise resolution and then tell me to contact temu directly- I would show screenshots of me trying to chat with temu and only getting automated replies.

      Klarna has outrageously been inconsistent, and not supportive. I have credit cards, this service was out of pure convenience. Why can I dispute through my credit and banking but Klarna refused to support me? I have tried getting the late fees returned. Its a nightmare.

      I informed Klarna I was not at fault and repeatedly reached out for help. I do not understand why I was being forced to pay and now collections for items that were not received. I need the late fees returned.

      Business Response

      Date: 03/24/2025

      Hello ******,

      Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Temu (S81X6T3V).

      We have reviewed the matter and the order is in collections with First Source at this time. Klarna is not able to service a debt that we no longer hold. We would suggest disputing the order with them directly and having them return it to Klarna at this time. If we were to waive the remaining balance of $19.55 now, the debt would still be reported with First Source. Thank you and have a great day.

      Customer Answer

      Date: 03/24/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23104206

      I am rejecting this response because: the funds were sent BACK TO KLARNA- not the collection company. This has been an unresolved issue with Klarna and then was sent to collections. The collections company is aware the payment (return of funds) was sent to Klarna. That amount is reflected in the app, too. I dont understand, how is this so complicated? Klarna did not honor its guarantee. Better to use my own credit card as opposed to this. The threat to my credit is absolutely ridiculous and the hoops I have to go through is not acceptable. Resolve the late fees by returning them. This has been going on since Nov 2024 and with zero help from Klarna. Just pushing for money for items that were never received! How is it I can dispute with my credit card, but Klarna is uninterested in advocating for and honoring their guarantee for the consumer?!?! 

      Regards,

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

      Business Response

      Date: 03/25/2025

      ******,

      Again we are not able to assist as the debt is not in Klarna's possession. As of March 1, the debt has no longer been with Klarna. It still has not been returned. You will need to have the collection agency return the debt or pay the debt. We understand the late fees were not removed before collections but with the current standing of the debt, we are not able to remove the balance until the debt is returned to us. Thank you. 

    • Initial Complaint

      Date:03/22/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was double charged from Klarna and Disneyland. Klarna states there are two transactions completed one for ***** & one for *****. ********** states they only charged 1 transaction for *****. Klarna keeps asking for me to reach out to ********** they keep asking me to reach out to Klarna since they only see one charge

      Business Response

      Date: 03/24/2025

      Hello ******* -

      Klarna is in receipt of your complaint, ********, in regards to a duplicate order (72FGNMMJ) showing on your account in the amount of $56.58.

      As of March 24th, 2025, Klarna has determined that you should not be held liable for this order. The remaining balance of $14.14 has been removed from the order and your three payments of $14.16, $14.14 and $14.14 have been refunded. Please allow 5-7 days for these funds to populate in your account. 

      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. There is no further action needed from you. 

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

      Customer Answer

      Date: 03/31/2025


      I accept the business's response to resolve this complaint. Thank you for resolving this issue promptly. 

      Regards,

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

    • Initial Complaint

      Date:03/22/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      The date the order was placed Jan. 6 2025 through Klarna, 4 pymts made. The company I ordered from was Accessories Auto Fit for seat covers for my truck, which I never received. So I contacted Klarna and gave them the information I had, such as; email sent to the company, confirmation of my order and a number I tried to call the company but no luck. Klarna response I didnt send enough information on my order. I told them you are the one who paid for the order. I told them I wanted a refund. My balance with Klarna is Zero

      Business Response

      Date: 03/24/2025

      Hello ***** -

      Klarna is in receipt of your complaint, ********, in regards to order B06DVRMK with AutoFit Accessories. 

      We understand that even after reaching out to Klarnas ****************** and providing documentation that this order was not received, your disputes were closed and your invoice was reactivated. Thank you for giving us the opportunity to resolve this for you. 

      As of March 24th, 2025, Klarna has determined that you should not be held liable for this order and your payments of $24.74, $24.74 and $49.48 have been refunded. Please allow 5-7 days for these funds to populate in your account.  

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

      Customer Answer

      Date: 03/31/2025

      This has been settled with Klarna

    • Initial Complaint

      Date:03/21/2025

      Type:Billing Issues
      Status:
      Resolved
      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 wig from Allove Hair in December 2024. Klarna is listed as a payment method on Allove Hairs website. I checked out using Klarna. Upon receiving the wig, it wasnt what I ordered. I notified the merchant, they apologized but wouldnt accept responsibility and wouldnt pay for return shipping at their expense. There was a lot of back and forth between the merchant and I and eventually the merchant ignored me. I opened a dispute with Klarna. Eventually I decided to go ahead and pay for return shipping, and the merchant provided me with the return address. The wig was delivered by *** to Allove Hair on 1/30/2025 and signed for by **** ****. On 2/4/2025 I reached out to the merchant regarding a refund and was told theyll check with the warehouse. Today is 03/21/2025 and theyre still saying well check with the warehouse. Klarna has now denied my dispute against this scammer/merchant 3 times regardless of them having proof of delivery, the email correspondence of the run around Im getting from Allove Hair. On 3/20/2025, I called Klarna once again after seeing they denied my claim because the merchant lied and said they didnt receive it however theres a tracking number and proof of delivery. This contradicts the merchant previous statement of them acknowledging receipt of item. Klarna now wants me to pay for an item I do not have. I will not pay for something that has been returned and theres several pieces of proof. Now the scammer/merchant has the item and the money and Klarna has done absolutely nothing about it. It seems that Klarna is in kahoots with a lot of these scamming hair websites. The scammer/merchant do not want to issue a refund so they asked me can I accept an exchange instead. So I wouldnt be out the item AND the money I was willing to accept an exchange for the correct item and even still they wont ship that out. Im getting nothing but the runaround and regardless of all the proof I have Klarna automatically closes my disputes!

      Business Response

      Date: 03/24/2025

      Hello ********,

      Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Allove Hair (D64DG0K6). 

      After reviewing your order we can see the order has been disputed multiple times without any resolution as of yet. We can understand how frustrating this may be for you. As a courtesy the remaining balance of $111.81 has been written off and $37.26 has been refunded back to your ********************* ***** These funds should reflect in your bank account within the next 5-7 business days. 

      We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs!

      Customer Answer

      Date: 03/24/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

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

      Regards,

      ******** ***

    • Initial Complaint

      Date:03/20/2025

      Type:Product Issues
      Status:
      Answered
      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 paid it up in full on March 7th. Email showing so. While I was in vacation or if the country there was another charge and when I contacted them to refund it, they said that it was out of their hands and it was already sent to distributer. I would like my over payment returned.

      Business Response

      Date: 03/21/2025

      Hello Winfield,

      Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Bambu Lab (NVH7P2RZ).

      At this time we have reviewed your concern and we are unable to locate an overpayment. If this is referencing the manual payment made on March 6 for $437.37, we are unable to refund this as the debt was due. It is best to allow your payments to automatically withdraw to avoid such situations. If you are looking to receive those funds back, you are welcome to dispute the charge with your bank directly but Klarna is not able to provide a refund for such payment. Thank you and have a great day.

      Nov 24: $60.93
      Dec 24: $60.93
      Jan 24: $60.93
      Feb 13: $60.93 (Manual Payment)
      March 6: $437.37 (Manual Payment)

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