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
- 2,647 total complaints in the last 3 years.
- 989 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/21/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ON JUNE 16, 2025 I MADE A PURCHASE FROM MERCHANT MACYS IN THE FULL AMOUNT OF $84.34 USING KLARNA AS A MEANS TO SUPPORT A FOUR INSTALLMENTS METHOD PAYMENT TO WHICH I WAS APPROVED FOR A BREAKDOWN OF $20.51. UNBEKNOWNST TO ME A DEDUCTION WAS APPLIED IN THE AMOUNT OF $63.83 FROM STATED THAT AGREEABLE AMOUNT PAID IN FULL. THE PROBLEM WITH WHAT WAS AGREEABLE WAS THAT BEFORE YOU AGREED TO THE INSTALLATION OF FOUR PAYMENTS KLARNA SHOWS YOU THE BREAKDOWN AMOUNT FROM THERE YOU WILL THEN HIT THE I AGREED BUTTON AND PROCEED WITH THE FULL PURCHASE AMOUNT. IN THIS **** THE AMOUNT ABOVE IS WHAT WAS AGREEABLE. HOWEVER KLARNA FORFEITED THAT BINDED CONTRACT AND CHARGED ME THE FULL AMOUNT OF $84.34. I ***ORTED THIS ISSUE TO KLARNA/THE MERCHANT: MACYS, AS WELL AS MY BANKER: *****. A MACYS *** INFORMED ME THAT THEY DID NOT SEE MY PERSONAL CREDIT CARD ATTACHED TO THIS PURCHASE BUT THAT THEY SEE KLARNA. A RECORDED CONFERENCE CALL BETWEEN MYSELF, KLARNA *** AND MY BANKER CONVERSATION TOOK PLACE TO WHERE MY BANKER; ***** INFORMED ME THAT AFTER HEARING THE KLARNA *** SAYING THAT KLARNA SHOULD HAVE ONLY TAKEN $20.51 AND NOT $63.83 TO CALL THEM BACK AND ***ORT A FRAUDULENT TRANSACTION. I REACHED OUT TODAY AND SPOKE WITH AN KLARNA *** NAMED **** WHO STATED THAT I HAD $20 IN CREDIT AND THAT IS WHY YOU SEE THAT DEDUCTION IN THAT AMOUNT OF $63.83. I ***LIED AND SAID EVEN IF THAT IS THE **** I STILL AGREED TO A FOUR INSTALLMENT AND NEVER PAID IN FULL. KLARNA OWED ME OVER $25 OF PAST REFUNDS AND THEY USED THAT AMOUNT IN A KLARNA CREDIT TO WHICH I NEVER AGREED IN BECAUSE I WAS PLEASE WITH THE PRODUCT AND SINCE I NEVER RECEIVED A REFUND KLARNA CHOOSE TO GIVE ME A KLARNA CREDIT UNBEKNOWNST TO ME. OVERALL, I AM ***ORTING THIS AS A FRAUDULENT TRANSACTION BECAUSE I NEVER AGREED TO SUCH TRANSACTIONS AS MY HISTORY WITH THEM SHOWS A FOUR INSTALLATIONS AND NOT PAID IN FULL. MERCHANT ORDER #**********. KLARNA REF#DD4PWJR1Business Response
Date: 06/25/2025
Hello *******,
Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****** (DD4PWJR1).
We have reviewed your concern and the order was a Pay Now order. You used a partial payment from your Klarna Balance ($20.51) and the remaining amount was due by your personal card in full ($63.83). Please review the screenshots of the emails that were sent to you on June 16 and 18. There was not a payment plan presented to accept a Pay in 4 or split payment agreement. We are not able to place the order on a payment plan. It was paid off but there was a recent chargeback filed with your bank for $43.32, therefore you now have a balance for that amount that is now due again. If the dispute is won by Klarna and you have already paid it off again, we will issue a refund. If you do not pay it, it will cover the balance but there may be late fees assessed. We are not able to expedite the dispute process. Thank you and have a great day.Initial Complaint
Date:06/20/2025
Type:Product IssuesStatus: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 accidently made a second payment on this loan and i called Twice explained the issue they said they cant return my money.Business Response
Date: 06/24/2025
Hello Nathan,
Klarna is in receipt of your complaint 23496892. We appreciate your inquiry regarding the order with eBay (ZVMZHV02).
We do not process refunds for manual payments. We understand this was an accident. As a good will gesture, we have refunded the payment of $65.52. Please note this is a courtesy and not allowed in any other instance. Allow the payment 1-7 days to return to the original form of payment. To avoid this, please let the system process the payment on the due date. If you believe the payment has failed, please try to pay it the next day or wait for the system to automatically attempt the payment again. We hope this addresses your concerns at this time. Thank you and have a great day.Customer Answer
Date: 06/24/2025
[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,
Nathan KaiserInitial Complaint
Date:06/20/2025
Type:Product IssuesStatus: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 ordered items from *****, plaid Klarna 57.15 upfront and had a payment plan , made a payment to that , finally got the heads up from ***** saying all clothes was returned and my refund is 63.83.
So Klarna only refunded me 33 dollars which doesn’t make sense considering I paid 57.10 up front , I at least want that 57.14 refunded , at this point Klarna is stealing my money saying that money is for the “settle” what needs to be settled when I didn’t keep THE ITEMS AND RETURNED IT! I want my money back now and I don’t care if it’s only about 25-30 dollars left to refund - it’s mine and I want it
Back . & this has taken over a monthBusiness Response
Date: 06/24/2025
Hello ******,
Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** ** (********).
After reviewing your order we can see the original order total was $87.13, you made one payment of $57.13 towards the order. The store then issued a partial refund of $63.83. This refund was first applied to the order balance and the remaining $33.83 was returned to the Mastercard ending in **** on June 19th, 2025. These funds would have taken between 5-7 business days to reflect. If you believe a larger refund is owed we recommend reaching out to the store directly.
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: 06/24/2025
This does any make sense , ***** refunded you! So how are they only refunded me part of that when clearly it said that I stilll make a payment and the clothes was returned I kept nothing so nothing needed to be settled . I want my 57.14 back , I kept none of that clothes
Regards,
****** *****Business Response
Date: 07/01/2025
Hello ******,
Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** (********).
After reviewing your order we can see the original order total was $87.13, you made one payment of $57.13 towards the order. The store then issued a partial refund of $63.83. This refund was first applied to the order balance and the remaining $33.83 was returned to the Mastercard ending in **** on June 19th, 2025. These funds would have taken between 5-7 business days to reflect.
If you believe a larger refund is owed we recommend reaching out to the store directly. We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs. Thank you and have a great day.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: 23495996
I am rejecting this response because:
There’s was nothing to settle ketween Klarna and myself. You see how ***** refunded Klarna for all the items I returned and they only want to give me 33 dollars back, makes no sense . Klarna needs to pay me back not *****
Regards,
****** *****Business Response
Date: 07/02/2025
******,
The merchant processed a partial refund of $63.83. The order total was $87.13. You made a payment of $57.13. When the partial refund was applied, you were refunded the difference as the refund left a balance of $23.30. That was taken out of your payment and the difference of $33.83 was refunded. Again, you will need to contact the merchant if this refund is not what you were expecting. Thank you.
Initial Complaint
Date:06/19/2025
Type:Billing IssuesStatus: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 suddenly find a collections agency reported a missed payment to my credit report. According to Klarna, there is another account created with a purchase from stubhub under my name and that's where the balance came from. I never received a notice, never purchase the stubhub ticket and i find out trough my credit report.
I contacted Klarna, they said apparently the name on the account was my name and date of birth on the account yet they said the email address is not the same. I ask for the email address and they could not provide it for privacy reasons.
I am the one being penalized and I can't even solve this issue!
Furthermore, I do have my OWN Klarna account and it shows I don't owe anything! (See screenshot of my account balance uploaded). I always make sure that I don't owe anything. I couldn't even know if there was a balance to my name until now.
This is so unfair because I always made sure to pay my balance off.I don't even know what to do to fix this situation when Klarna is sent my names to collection.
I am attaching a screenshot of my OWN Klarna account showing I don't owe anything. It's been like that since my first and ONLY order back in 2021.
Please help.
Best,***** *****
Business Response
Date: 06/25/2025
Hello Ammar,
Klarna is in receipt of your complaint 23494192. We appreciate your inquiry regarding the order with Stubhub.
We have looked into this matter and at this time, the linked account has been submitted for review to determine if the personas are different. If found to be different, you would be unlinked from the debt and directly dispute it with the bureau. Please note if this is found to be two different personas, it can take up to 10 days to be separated. We hope this addresses your concerns at this time. Have a great day.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: 23494192
I am rejecting this response because: The matter has not been resolved, Klarna stated they would need 10 business days to look into this matter. I've also included a screenshot of my Klarna account information with my personal details.
Regards,
Ammar OsmanBusiness Response
Date: 06/25/2025
Ammar,
Your account has already been identified and submitted for review. Please allow up to 10 days for the approval and unlinking of personas. Thank you.
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: 23494192
I am rejecting this response because: The Better Business Bureau allows only 7 days for me to respond. In order to continue pursuing a resolution, I must formally reject your response.
Regards,
Ammar OsmanInitial Complaint
Date:06/19/2025
Type:Product IssuesStatus: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.
To start, I have never had an issue with Klarna so this is quite disappointing. I made an order a few months ago and never received it. Klarna has a Buyer Protection policy that is supposed to protect you if things like this were to happen.
I reported the problem on 5/21. They did not get back to me until yesterday, 6/18. They even apologized for the delayed reply. Today, 6/19, I sent them all requested information at 2:15 pm.
At 3:24, Klarna sent another email stating the had not received my information and that I had until the 26th or the case would be closed. I emailed back stating that I had already submitted the necessary paperwork.
Then, at 3:28, I received yet another email stating that since they did not receive the requested information that they were “reactivating my statement for payment”. Agrees contacting customer service, again, they requested that I go through the entire process again as of it was my first time. Then when I tried to rate my experience, which I was not satisfied with, it was blacked out and I was unable to leave feedback. I just want my money back, this is exhausting and disappointing that the customer service is horrible.
Business Response
Date: 06/24/2025
Hello ******,
Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** **** (********).
After reviewing your order we can see the order has been investigated by Klarna’s resolution team however the dispute was closed due to not enough information being provided. After reviewing the dispute in more detail, we were able to determine that the order is eligible for a refund.
$72.99 has been refunded to the Visa ending in ****. 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: 07/01/2025
I accept the business's response to resolve this complaint.
Regards,
****** ******Initial Complaint
Date:06/19/2025
Type:Billing IssuesStatus: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.
The merchant HOKA canceled my order due to payment issues with Klarna. Klarna is still charging me for the shoes that i will not be receiving.Business Response
Date: 06/24/2025
Hello Kajay,
Klarna is in receipt of your complaint 23493090. We appreciate your inquiry regarding the order with Hoka (NBGW0W9G)
After reviewing your order we determined that the order was eligible for a courtesy refund. The remaining balance of $142.62 was written off and $49.47 refunded back to the Discover card ending in 8013. 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!Initial Complaint
Date:06/19/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 30st, 2025 I placed an order for ******** for a purchase amount of $917.68 using Klarna Inc via the app and agreed to a service fee of $3.00 for Klarna making it a grand total of $920.68.
I cancelled that order with ******** and place a new order also on March 30th, 2025 for $523.55 again using Klarna with their $3.00 service fee.
I checked the Klarna app a few days later and my 2nd order for **** vanished and the only charge reflecting in my Klarna account for upcoming payments was for the 1st order that was confirmed to be cancelled for $920.68. I disputed this error to Klarna. Klarna claimed that **** declined my issue. I contacted **** and they informed me that they cancelled my 1st order and that Klarna deducted the $523.55 amount and that if it is not shown on Klarna then Klarna must be the one to resolve as **** does not manage the payment. I called Klarna Customer Service as they were investigating my issue- they verified that they mistakenly credited the wrong purchase for the cancellation.On April 28th, 2025 Klarna informed me that they would send a check for $394.13 to correct the balance. I waited 3-4 weeks like they requested and still never received a check in the mail. When I followed up on May 22nd, 2025 Klarna informed me that the claim was still being investigated by their internal team. I follow up promptly via email on June 15th, 2025 informing Klarna that they have processed the last payment for the incorrect charge and they must refund me for the over payments. Klarna responded saying they are still investigating the claim.
The next day I exclaimed that they are not entitled to my funds and are withholding money that they never should have received in the first place. Conveniently, Klarna claimed that they initiated a check refund for $394.13 on June 11th, 2025 and should be delivered within 3-4 weeks. Having had heard that previously, I asked for tracking information to verify their claim. Klarna failed to provide.
Business Response
Date: 06/24/2025
Hello *******,
Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding a check refund issued for your account.
Upon review of your account, we can confirm that a refund check in the amount of $394.13 was issued on June 11, 2025.
Please note that because the check was issued prior to a tracking number being requested, there is no tracking information available at this time. We understand that this may cause concern and sincerely apologize for any inconvenience.
We kindly ask that you allow up to 30 days from the date of issuance for the check to be delivered. If you have not received the check by that date, we encourage you to contact Klarna’s Customer Service team so we may take further action.
We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs!Initial Complaint
Date:06/18/2025
Type:Billing IssuesStatus: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 bought an item on a payment plan that was returned. The difference from the item purchased and the amount I was refunded is $56.18. I paid the balance of $56.18. Klarna is charging me $40 in interest. I have tried to resolve this with their online support with no resolution.Business Response
Date: 06/24/2025
Hello Kendra,
Klarna is in receipt of your complaint 23489422. We appreciate your inquiry regarding the order with Bionic Gym (HKT1Q493).
After reviewing your order we can see the original order total was $805.18 with default interest in the amount of $38.88. The store issued a partial refund of $749.00 which left a paid balance of $95.06 including the interest.
Per the Truth in Lending Disclosure that was agreed to upon purchase: In the event that part, but not all, of your purchase is either returned to the Merchant or cancelled, your loan principal will be proportionally reduced after we have confirmed the return or cancellation, but you will not receive a refund of any accrued interest or fees.
Since we only received a partial refund from the store, interest was still due on the remaining balance. We would only be able to refund you for the interest paid if the store credits us for the entire balance of the order.
We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs!Initial Complaint
Date:06/18/2025
Type:Product IssuesStatus: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 am filing a complaint against Klarna Inc. regarding an unresolved refund for an item I never received from a ****** order that I fully paid for using Klarna. The **** tracking number (**************************) clearly shows that the package was never delivered. Despite this, Klarna initially denied my dispute. The merchant, ******, has refused to provide a refund, stating that my dispute with Klarna violates their terms, and that Klarna is now solely responsible for resolving the issue. Klarna has since reopened my case (Dispute ID: *********, but the process has been extremely slow, and I am still without a refund. I should not be penalized for a delivery failure that is clearly documented by the carrier. I am requesting that Klarna expedite my refund immediately. The funds were paid in full, and it is unacceptable for me to continue waiting with no resolution for an item I never received.Business Response
Date: 06/24/2025
Hello Justice,
Klarna is in receipt of your complaint 23484629. We appreciate your inquiry regarding the order with DH Gate (GCJG9NWG).
We have reviewed your concern and it appears the tracking is incomplete. At this time we have processed a full refund to your original form of payment. Please allow 1-7 business days to receive the refund. We hope this addresses your concerns. Thank you and have a great day.Customer Answer
Date: 06/24/2025
[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,
JusticeInitial Complaint
Date:06/17/2025
Type:Product IssuesStatus: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 took a pay out for 75.76 June 4 i have reached out several times regarding a refund as the merchant never processed the order so I ended up having to pay the purchase in full instead of paying it in 4 installments each time I reach out I’ve been told different things and still no refundBusiness Response
Date: 06/24/2025
Hello ****,
Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding a charge related to a failed ***** purchase.
When you make a purchase and the order has either been canceled or has been denied, the authorization hold is released at that time. As we do not see a successful ***** order, the payment of $75.76 should have fallen off. If this is not the case, we suggest disputing the charge directly with your bank as we would not have the funds in our possession. We hope this addresses your concerns. Thank you.Customer Answer
Date: 06/24/2025
I have a screenshot they took my payment out I even contacted ***** *** it’s been since 6/4 no money has been put back
Business Response
Date: 06/24/2025
****,
We understand the money has not returned. Please dispute the charge with your bank directly at this time.
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