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

  P.O. Box 206487 Dallas, TX 75320

• 

  Klarna Inc.

  821 Broadway Fl 11 New York, NY 10003

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:06/19/2025

  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.

  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 Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 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:06/19/2025

  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.

  June 5, 2025 there was an attempt to make a purchase via Klarna for ******* at this time a payment was requested and made to align with the payment plan. Unfortunately, the order could not be processed and was canceled. Another attempt was made down payment was required and paid Unfortunately, that order was also canceled. A final attempt was made and yet another down payment was required and paid.
  
  It's now been over 10 day's and Klarna has failed to refund the down payments for orders that were canceled. I've been going back and forth with Klarna to receive my refund in the amount of $114.96
  
  Klarna app also shows the order was canceled. Klarna has FAILED to do a through investigation into this matter.

  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 was canceled on June 6th, 2025. The order shows no payments as received before the order was canceled. Authorization holds work here at Klarna for future reference. As part of our approval process, we may conduct a pre-authorization hold on your specified card to ensure it is not being used fraudulently. The amount charged will never be greater than your first installment due for the order. 
  
  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 be posted as a charge. This means that the authorization reversal will not reflect as a refund. The pending amount will simply be released from pending and fall off of your bank statements. If the pending hold is no longer visible on your account that means that the authorization hold was successfully released. 
  
  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

  The funds posted to the account as if the transaction was processed when in fact it was canceled. There has not been a refund issued or anything reflecting a hold was placed and released to ultimately have funds available. Bank statement CLEARLY shows funds were taken from account. Funds were never returned upon transactions cancelation 
  
  
  
  Regards,
  
  
  
  ***** ********

  Business Response

  Date: 07/11/2025

  *****,

  Please dispute these directly with your bank as these have been released from Klarna as of June 5. We are not able to further do anything else from our side as it shows as released back to the original forms of payment. Thank you.

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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 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 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,
  
  
  
  Justice

   

• Initial Complaint

  Date:06/17/2025

  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 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 refund

  Business 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.

• Initial Complaint

  Date:06/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to resolve an issue that happened almost two months ago , I have contacted Klarna many times within this time frame involving an order I placed through the TikTok shop that failed to go through however Klarna still processed it and started taking payments out for the order. They paused payments for a little while but have resumed them now even though I have sent confirmation that the order failed and the customer service person **** basically called me a liar and said the reason my dispute was not investigated was because I did not submit the evidence which I went back in chats with three other customer service people and it was submitted at least two other times.

  Business Response

  Date: 06/24/2025

  Hello Sandra,
  
  Klarna is in receipt of your complaint 23473657. We appreciate your inquiry regarding the order with TikTok Shop (SLZ9SDZX).
  
  We have reviewed your concern and the merchant has now processed a full refund towards the order. Your payment of $36.26 has been returned to its original form of payment. Please allow up to 10 business days to receive this. The order is no longer due. We hope this addresses your concerns in full at this time. Thank you and have a great day.

• Initial Complaint

  Date:06/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I added money to a klarna balance option to pay for my Amazon order. The company then said that I cannot use it for my first payment, so I requested a refund and for them to close my account. They refuse to give me my money back but said I can close my account. They are illegally holding my money.

  Business Response

  Date: 06/18/2025

  Hello Angela,
  
  Klarna is in receipt of your complaint 23471574. We appreciate your inquiry regarding your Klarna Balance.
  
  We understand that you're reaching out in regards to having the $39.00 that you deposited into your Klarna Balance refunded - I'm happy to provide some additional information for you.
  
  Funds deposited to your Klarna Balance are meant to be used for goods/services that are ordered through Klarna, or applied to any existing outstanding balances that you have with Klarna. You are not able to use your Klarna Balance as the initial payment for your one-time card purchases such as Amazon, but you are able to use the funds to make future payments for the order. The funds that are added to your Klarna Balance are nonrefundable and also cannot be redeemed for cash.
  
  You can view the Klarna Balance Terms and Conditions here: https://cdn.klarna.com/1.0/shared/content/legal/terms/en-US/klarna-balance?_gl=1*gv8m9t*_gcl_au*Njk3NTcyOTY3LjE3MjU5ODc3MzI.
  
  We are able to see that you have an available Purchase Power, therefore the funds in your Klarna Balance are to be used for any upcoming purchases, the installments due on any active order or payments due on future transactions.
  
  We hope that this information is helpful and we hope that you have a wonderful rest of your day!

• Initial Complaint

  Date:06/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 5, 2025 I made a payment on the Klarna app of $810.19. It was never credited to any transactions or my account and now they have marked me late, lowered my credit limit and reported me to credit bureaus. I want this all reversed. I have tried speaking to them on the phone, speaking to them through the chat function on the app and was told they can see the payment and admit it wasnt credited but theyve done nothing about it. Please credit my account to actual purchases and Klarna card, restore credit limit and un-report me to credit bureau.

  Business Response

  Date: 06/26/2025

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your Klarna Card Statement payment. 
  
  We have reviewed your concern and we can see the payment of $810.19 was applied to your most recent June statement. We have attached statements from the last 3 months (May, June and July) and the payment is visible on your July statement. A $7.00 late fee was paid out of this payment so the payment reads as $803.19. With the two previous months not being paid on time, the statement grew and caused large payments. Please review the provided statements as these are accurate and up to date. Thank you and have a great day.

• Initial Complaint

  Date:06/13/2025

  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.

  Ordered item through Klarna from ******* ****. May 6
  Item was too small….
  Return item ….May 9
  For some reason ******* **** credit 55.and some change
  Now Klarna want me to pay the difference but I returned it
  Klarna want me to contact ******* **** but when I go to the site it dont have any record of me ordering anything now I have a balance due and Klarna don’t help this is what they say.
  I need to contact merchant
  Can’t use ******* **** site I have no information from the order

  Business Response

  Date: 06/24/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ******* **** (********).
  
  At this time we have removed the remaining balance. The order is no longer due and you have no active orders on your profile. We hope this addresses your concerns in full. Thank you and have a great day.