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:03/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to place an order with a merchant called AXS on 3/3/2025 for Kash Doll (The Last Doll Tour) concert tickets through the merchants mobile application using Klarna as an available payment method. However, after several attempts the order was unsuccessful I did not receive any tickets. When I signed onto the Klarna mobile application it reflected that the ticket order had processed twice and is listed as pending/In Progress. I contacted the AXS merchant to see what happened since I didnt receive an order confirmation or any tickets. They then informed me that the order never processed.

  I called Klarna and informed them of what the AXS merchant advised stating no order was processed and Klarna instructed me to obtain proof from the merchant that no order was ever processed. I then contacted the AXS merchant again to obtain the requested proof to be sent to Klarna or my email so that I can resolve the transaction issue however, the AXS merchant advised that there is no proof they can provide to me or Klarna as the orders have fallen off on their end.

  I informed Klarna of what AXS merchant advised and they advised that its their process that proof is needed from the merchant to manually remove a transaction from their system without supporting proof. I then demanded from both AXS & Klarna that a manager reach out to me directly for a conference call so both parties could hear the contradictory information theyre providing to me and no one is willing to properly resolve my issue. They refused to contact me even though *** advised that someone would reach out to me within 2-24 business hours.

  Its been days since that request. Klarna is refusing to have one contact me directly and continues to send me emails with the same ****** and no true resolution.

  Business Response

  Date: 03/24/2025

  Hello **** - 
  
  Klarna is in receipt of your complaint, ********, in regards to two AXS purchases that are showing in progress on your Klarna account, despite AXS informing you that the purchases were not processed in their systems. 
  
  Both of these orders have been cancelled in Klarnas systems as of March 24th, 2025. These orders will now reflect as complete in your Klarna account, they will not be processed/charged and there is no further action needed from your end. 
  
  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

  [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:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Hibbett Sports on Jan 1 2025. The order included the following items: **** Little Posite One "Metallic Copper" Grade School Kids' Shoe ($180), ****** 3 Retro "Black Cement" Grade School Kids' Shoe ($150), **** Zoom Vomero 5 "Photon Dust/Chrome/Gridiron/Sail" Women's Shoe ($160), and The North Face Adult Dock Worker Recycled Beanie-Black 2x ($60). I returned all of the items because I was sent the wrong order. I sent Hibbett ******************************* a receipt of the tracking for 2/5 items that was not refunded, however Hibbett Sports and Klarna are refusing a refund for those 2 items which include the **** Little Posite One "Metallic Copper" Grade School Kids' Shoe ($180) and **** Zoom Vomero 5 "Photon Dust/Chrome/Gridiron/Sail" Women's Shoe ($160).

  Business Response

  Date: 03/24/2025

  Hello Samya -
  
  Klarna is in receipt of your complaint, ********, in regards to order L5DBCV8D with Hibbett. 
  
  After reviewing the tracking return receipt that you provided, we are able to see that the return was shipped back on February 4th, 2025. As of February 17th, 2025, ******* issued a refund of $162.37 back to Klarna. 
  
  If you do not believe that the refunded amount is correct, you will need to work directly with Hibbett towards a resolution, as the refund was initiated on their end and Klarna has paid Hibbett in full for your order. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at ***************************************************************.
  
  

  Customer Answer

  Date: 03/24/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23092393
  
  I am rejecting this response because: the refund that was already initiated was for another part of the order. However, I was not refunded for the remaining balance. I submitted the receipt to Klarna and Hibbett in which the return was accepted and received. 
  

  ******* sports has refused my refund though they received my return. The merchant is refusing to address my issue.

  I need a refund for the rest of the order. 
  Regards,
  
  ***** *******

  Business Response

  Date: 04/01/2025

  Samya - 

  Thank you for your response. 

  As a third party payment provider, Klarna pays the store in full on your behalf and we are reimbursed with your payments. 

  Since we have paid ******* in full, we are unable to issue a refund until the credit from ******* is issued to us. 

  Please continue working directly with ******* towards a resolution of having the refund issued to Klarna. Once this is complete, your invoice will automatically be adjusted and if the refund were to cause an overpaid balance, that would then be issued back to your personal card or Klarna Balance. 

  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: 23092393
  
  I am rejecting this response because: I returned all items received from order. ********************* is stating the items were not received, however, I showed receipts showing that the items were successfully delivered. 
  

  ******* has since denied the remaining refund. I will not be paying this balance because I do not owe it. The merchant needs to refund the remaining portion of my order or I may have to get a lawyer. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Klarna's deceptive practices: Didn't disclose added funds limited to specific partners. Arbitrarily blocks adding funds. Klarna funds can't be used for partial installment payments (full amount required). Result: My money is being held hostage as I can't add funds or use existing funds for partial payments. Unacceptable!On Feb. 3 and Mar. 6, 2025 - I added funds to my Klarna balance with the intention of using the funds for my next installment payment that was due on Mar. 22, 2025 Mar. 19, 2025 to present - I am unable to add funds to my Klarna balance. I've contacted Klarna support via chat and followed their representative's suggestion to temporarily unfreeze my credit. I asked for a reason as to why my credit was being for adding funds and was directed to Klarna's credit check information on their website.

  Business Response

  Date: 03/21/2025

  Hello Estherlita,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your Klarna Balance.
  
  After review it was already communicated that the Klarna Balance was refunded to your bank account via electronic wire. The amount of $517.50 was returned to you and your payment was made via card as of March 20. We credited the order $3.49 as the cash back was nonrefundable. Please see attached screenshot for reference. Thank you and have a great weekend.

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a wedding dress using Klarna in the amount of approximately $183.00 at the beginning of February, around February 7th, with an estimated delivery date of March 18th.When I checked the order status, it indicated that the order had been cancelled and marked as unpaid. Concerned about receiving the dress on time, I placed a second order through Klarna on February 11th to ensure timely delivery.I then initiated a dispute with Klarna regarding the first transaction. Klarna advised that I would need to wait 21 days for the merchant to respond and attempt to resolve the issue. During this time, I also contacted June ******* directly, and they repeatedly confirmed that the original order was unpaid. They advised me to monitor my email for any updates from Klarna, but I did not receive any further communication.After the 21-day period passed, Klarna resumed the payment. I contacted their customer service again, and the claim was reopened. I have since provided all requested documentation multiple times and followed every step outlined by Klarna. Despite my efforts, they have refused to issue a refund for the unresolved transaction.

  Business Response

  Date: 03/24/2025

  Hello *** - 
  
  Klarna is in receipt of your complaint, ********, in regards to order J17FFW7C with June ******* that was placed on February 7th, 2025. 
  
  After reviewing your account, we are able to see that a second order was placed to ensure timely delivery, and Klarna has determined that you should not be held liable for the payments on the initial order. 
  
  As of March 24th, 2025, the remaining balance of $136.78 has been removed from the order and your payment of $47.59 has 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 balance that was previously 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: 04/02/2025

  [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:03/19/2025

  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.

  This company makes it WAY too difficult to access your account when information has changed. This is especially unhelpful during potential cases of fraud or emergencies.

  Today I got an email with a code I did NOT request. Went to double check everything on Klarna, and realized it's linked to an old phone number. There is no resource/link for this scenario that is convenient. They mention you can talk to them via chat on the app, but guess what? You need to log in for that, so you're screwed if you can't. Otherwise it's a ridiculous amount of time on hold on the phone, something I don't have time for and shouldn't have to do - especially when I'm trying to stop potential FRAUD from occurring on my account. I'm surprised Klarna isn't in more hot water because of how tedious this is.

  People change their phone numbers all the time, and if I can verify my email or other info, that should be an additional way to get into the account. You still send login numbers to my new number but also my old one? How is this acceptable?

  Business Response

  Date: 03/21/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding updating your number to access your account.
  
  After review, we can see you now have two different accounts. The active account that uses ************************* is able to be logged in via web, not the app. You will need to use your email rather than your number to login. At that point, you will need to update your number in the settings so you are able to receive the one-time password via text and/or email when logging in. We are not able to update your number on your behalf. If you are wanting to use the number on the profile created to chat (4679), you will need to remove it first before adding it to your main account. Thank you and have a great day.

  Customer Answer

  Date: 03/29/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23089152
  
  I am rejecting this response because:
  
  First, the email you responded with is NOT correct. Yes, I have two accounts, one for the US and one for Canada - because I made one before moving to ****** years ago, and realized I needed a new one after doing so. Somehow, you've managed to merge the emails and I'm not sure why, or why you'd assume which one. The one I'm having issues with is tied to hotmail, not gmail, but the email you've referenced has the hotmail half on the first part. Again, no idea why that's happened but it's wrong - the effected email is: *******************************************
  
  Second, using the correct affected email sends a code, which I always have to resend to actually receive - and then asks for the phone number I no longer use. I now get an option I didn't before, to say I lost access to the number (maybe because of you, idk) - and when I select that it takes me to a screen to verify my identity. I upload my passport photo page and do the selfie, and then it just.. times out. Attached is the screen saying YOUR system ran out of time. It goes way past the 2 minutes it says it needs. I assume the system is confused because it wants Canadian documents, but my citizenship is in process and so I don't have those yet; and I provided my US information instead. Your system didn't care about that when signing up, so why does it matter now? This hoops are a huge, poorly maintained waste of time. If you can access my information like my email address (despite telling me the wrong one earlier), then you should be more than capable of changing my number; or giving me a link/form to change it myself. This has been unnecessarily stressful and confusing, give me a straightforward solution or I will continue to escalate. Thank you.
  
  Regards,
  
  ******* ******

  Customer Answer

  Date: 03/30/2025

  Since making my original complaint and follow up yesterday, it's clear SOMEONE ELSE has somehow managed to not only get access to my account when I cannot - but they've also added their own name (clearly not mine), and a card also not mine. They've even made a payment on a Temu purchase. This person may be the one with my old number, I have no idea, but Klarna is 100% at fault for this.

  As I said, even when I say I lost access to my number, it either still texts the old number for a code every time (even though I get a code to my new number first), or it times out on its self when submitting identity documents. That is out of my control, and because Klarna has been slow to act, this account has been compromised (proof attached, why would the names be so different if legit). I am not responsible for any activity someone else does, when all I've asked for is to for the account to be shut down. They are more than capable of doing this, and doing it quickly.

  Business Response

  Date: 03/31/2025

  *******,

   

  Thank you for your response. As this would be considered fraud, we are only to assist with this via telephone. Please give us a call to flag this matter and have it corrected. You can call us using **************.
  

  Customer Answer

  Date: 04/12/2025

  This is not an acceptable response. I prove then (and now AGAIN, with another recent email) that either fraud or a mixing up of information has taken place - Klarna *acknowledges that* in their last response, and yet it's *still* on ME to fix this? Especially when I already reached out to your team before making this complaint. 
  
  My guess is that this other person has gotten my previous phone number, and because that number is still attached to the account your company *won't* help me get into, I'm getting information about payments/transactions that don't belong to me to my email still on the account. That is entirely the fault of your system, and I would guess Tuela wouldn't be thrilled her information is unknowingly being exposed to me through no fault of my own.

  If that's not what it is, then by your own acknowledgement of the issue and refusal to still fix it, I am NOT liable for any missed payments because of your own inaction. I will make sure my friends and family do not use your service after such a terrible experience.

  
  

  Business Response

  Date: 04/14/2025

  *******,

  We are only able to handle such fraud cases via telephone. Please give us a call to have this flagged and corrected. Thank you.

  
  

  Customer Answer

  Date: 04/14/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23089152
  
  I am rejecting this response because: Again, you are admitting there is an issue and will do nothing. Have you considered that not every customer of yours has a phone, or the time to sit on hold? That number was disconnected because I couldn't afford the line, and I still have issues with that now. Being phone only is not acceptable, especially when the evidence has already been presented. At this point I just want any account/data I have with Klarna deleted. That should also solve the problem and should not require a telephone call. If your business still refuses such a simple solution, I will be looking into my legal options. This is ridiculous.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:03/19/2025

  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.

  I made an instore purchase at rainbow fashions for ***** with klarna. The klarna card through the app was added to my wallet...to make the purchase. I returned 3 of the 4 pairs of shoes the very next day to Rainbow fashions. First they said they could only do a St I re credit...but I read on klarnas website that I could get a refund for my return. Rainbow didn't put it on the temporary klarna card added to my wallet as it is only there temporarily. So Rainbow refunded the 3 shoe return to the debit card associated with klarna. Plus klarna had already taken ***** that cleared my bank for the first payment! Klarna is still saying I owe ***** for shoes I returned. I provided the receipt to prove it. I need this solved . Klarna needs to train or let these shops know how to conduct returns. *. *******

  Business Response

  Date: 03/21/2025

  Hello Melodia,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Rainbow (G6Z6QL54).
  
  After review we were able to see your partial refund was sent to your personal **** ending in 7589 rather than the one-time card ending in 9437. You will need to use those funds to pay the order off as you have only made a single payment of $24.00 on March 8. 
  
  Order Total: $95.85 (Store Refunded $0.15)
  Amount Paid: $24.00
  Current Balance: $71.85
  
  Amount Refunded: $74.32
  New Order Total: $21.53
  
  You will need to use the $74.32 refunded directly to your **** ending in 7589 to pay the order off, leaving you with $2.47 as the new total after the return was less than the original $24.00 payment. We are not able to waive the due balance as the refund was provided to you in store. Thank you and have a great day.
  

• Initial Complaint

  Date:03/19/2025

  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.

  Discovered a number of charges that were unrelated to purchases I had made through the app, and we're not listed in the app but charged to my checking account. The most recent was authorized on 3/14 and charged on 3/17 in the amount of $54.79. **************** has so far only asked for the merchant ID (there is none, because there was no merchant) and has said they will email me. I am unable to link my card as I have other payments pending through this app.

  Business Response

  Date: 03/20/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding recent charges from Klarna.
  
  We have looked into this matter and can provide a bit more context. The $54.79 charge was a bundle payment for 7 active ********* orders. The screenshot of these are attached. There are two more recent Instacart orders made on March 14 in which the charges are associated with. We hope this provides some clarity. Thank you and have a great day.

  Customer Answer

  Date: 03/20/2025

  [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:03/19/2025

  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.

  Klarna has refused to take proper steps to dispute this invalid charge. This purchase from **** for ****** was returned twice due to supervisors request and this item is still being placed onto my Klarna account. This needs to be disputed pursuant to **** Laws and held not responsible as all evidence has been submitted to validate my claim

  Business Response

  Date: 03/20/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with **** (34NWG3B1).
  
  We have reviewed your concern regarding your return and this was denied by the merchant. We are unable to override their return policy as they state it was denied due to the condition of the shoes. The shoes have since been returned to you. At this time please contact the merchant for more assistance. The remaining balance of $159.00 remains owed at this time. Have a great day.

  Customer Answer

  Date: 03/20/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23086704
  
  I am rejecting this response because: the shoes were not returned to me and I have the second tracking number. The shoes were in the same condition received and this is a fraudulent charge and pursuant to EFTA law Klarna is my payment processor and is responsible for protecting my financial interest and is required to do so. If this does not ensue I will pursue legal action for this matter 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with this issue for over 3 months and I keep getting an email saying they are "working" on it. I am NOT able to access my account because of the *** code which are not able to receive to the registered phone number. Everything worked fine until KLARNA did an update and after that, my account has been in accessible. I was originally told it would be fixed in 72 hours. That was ***** hours ago. I cannot see payments, I cannot see payments due, I cannot see my orders, I cannot see anything. MY next step is an attorney. I am tired of Vijay's (who is supposedly an escalation specialist) "automated" messages. I want this FIXED NOW!

  Business Response

  Date: 03/20/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding not receiving the *** to login to your account.
  
  We have reviewed this concern further and it may be due to your phone number not being subscribed to Klarna's SMS system. At this time please text STOP then START to both ***** and ***** to subscribe to Klarna's messaging system. Once this is done, you should start receiving these one-time passwords again to properly log into your account. If this has already been completed and still does not allow the codes to come through, this may be due to a block on the side of the phone carrier. Thank you and have a great day.

  Customer Answer

  Date: 03/20/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23084993
  
  I am rejecting this response because:   Your response is not true at all.  WHEN this first happened months ago, I called because I have use KLARNA for years WITH the same phone number and then all of a sudden, it did not work.  Just to make sure, I spent an hour on the phone with my wireless provider and they assured me there were no blocks on their end.  I keep getting nothing but excuses from KLARNA.   NOTHING WORKS!
  
  Regards,
  
  ****** *****

  Business Response

  Date: 03/21/2025

  ******,

  Please confirm you have unsubscribed and resubscribed to the *** system. Although you have used Klarna for years, there is a chance you are no longer subscribed and the codes being sent are not being received on your end. We have provided a screenshot of the one-time passwords being sent to you. You are welcome to login outside of the app using your email to update to another telephone number or delete the current one and add it again. Everything on our end appears to be properly working. Thank you and have a great weekend.

• Initial Complaint

  Date:03/18/2025

  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.

  I reported a refund to Klarna on February 18th, 2025. I purchased a dress in person at ****** on February 7th, 2025 and returned it IN PERSON to ****** on 2/12/25. After nearly a month and multiple times of me reaching out; on March 18th, I received an email explaining that funds of the return were sent to a DIFFERENT 2 OTHER ORDERS (not the original **** order but instead a Gap and ******* orders) I have requested for them to CORRECTLY apply funds as they were to be allocated. To reverse the Gap and ******* credits and to apply them to the ****'s order, as it should be. They are not helpful and create too much confusion. I want this corrected on my account.

  Business Response

  Date: 03/18/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****** (4DG9L433).
  
  We have reviewed your concern regarding your refund not applying to your ****** order. As the digital one-time card was added to your wallet, the end-to-end encryption of the digital wallet does not recognize the card the order is applied to. It is provided to the a random previously used one-time card. This caused your ******* order to refund you $303.76 on February 18 although no return was made. There was also $12.74 refunded to you from your Gap order, X66BQGPH. As this $316.50 was set to go to your ****** order, it did not and we are not able to reverse this. You are to use those funds to pay the remaining balance of the ****** order, $158.26. That would then leave you with the amount that was paid towards the ****** order, which is the two payments equaling $158.24. There is no addtional refunds due. Once the balance is paid with the refunded $316.50, you will be left with your refund for the returned ****** order. Thank you and have a great day. 
  
  Amount Refunded: $316.50
  Order Balance: $158.26
  Amount Left for Refund: $158.24