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:06/02/2025

  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 3/21/25 I returned a product to ******* (Purchase ID ********) that I purchased with Klarna. I chose my Klarna Visa card at the register to apply to refund to. Klarna claimed they never received the refund for weeks until I spoke with a representative who stated the refund was applied to a loan I had already fully paid off from homegoods (Purchase ID ********)

  I was then told that the issue would be fixed and that I would receive a refund for $20.48 for the overpayment to the incorrect loan.

  On 5/19/25 I was told they just needed a few more days for the issue to be remedied.

  It is now 6/2/25 and Klarna has not applied the overpayment to the correct loan or refunded me the money. They are still charging me for the loan even though it was returned.

  So I have no refund, no product, and am expected to continue to pay for something that is their mistake. This issue has gone on for 3 months with no resolution despite Klarna acknowledging the issue they still have not fixed it.

  Business Response

  Date: 06/03/2025

  Hello ******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding a refund that you have not received. 
  
  The ********* order (********) was placed on March 13, 2025, for a total amount of $100.00. The store authorized a charge of $86.69, which was then refunded by the merchant on March 20, 2025. As a result, there is no outstanding balance for this order.
  
  For the ******* order (********), a refund of $20.48 was issued. However, this refund was incorrectly applied to the ********* order. Since no payments had been made toward the ********* order, there were no installments available to apply the refund to properly.
  
  We have identified that a Klarna One-Time Card was used in conjunction with ***** *** for the transaction. Please note that ***** *** uses encrypted virtual card numbers, and as a result, any refunds issued through ***** *** can be applied to any card stored in the wallet—including other One-Time Cards. This can occasionally cause a refund to be credited to the incorrect card and associated order, as occurred in this case. We sincerely apologize for the confusion. Unfortunately, as this behavior is determined by ***** ***’s system, Klarna does not have the ability to control or prevent this issue.
  
  To ensure this is resolved:
  
  We have written off the remaining balance of $10.30 for the ******* order.
  
  We have also issued a refund of $10.28 to your Visa card ending in ****.
  
  You should see this refund reflected in your bank account within 5–7 business days, depending on your bank’s processing times.
  
  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:06/02/2025

  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 made a purchase for $147.63 through Klarna. The goods arrived damaged, so I filed a dispute with my credit card issuer. After reviewing the case, my credit card company did not find me liable for $110.73 so far. The remaining $36.90 is still under active dispute as my bank has informed me that ***** ** has 45 days to respond.
  
  Despite this, Klarna’s sent my balance to a debt collection **********, in the amount of $36.90. This is happening while the dispute is still open with my credit card issuer. I understand this is prohibited under the Fair Credit Billing Act and Fair Debt Collection Practices Act. It is my understanding that collection efforts must pause while a charge is under formal review.
  I contacted Klarna’s customer service to explain this and provide documentation. However, the representative was unhelpful, dismissive, and refused to provide any manager or escalation contact. I want Klarna to rectify their mistake.

  Business Response

  Date: 06/03/2025

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** ** (********). 
  
  After reviewing this order we can confirm that the original total for your order was $147.63. The order was placed under a dispute on April 8th, 2025, however this dispute was closed and a partial write off was performed. Of the original amount of $147.63, , $110.73 was written off, leaving an outstanding balance of $36.90. This remaining balance was not paid, and as a result, the order was transferred to collections on May 24, 2025.
  
  If you believe this debt is not valid, you will need to contact our collections partner, **********, directly to dispute the balance and provide any supporting documentation, such as proof of cancellation. Since Klarna no longer owns the order, we are unable to make any changes to the balance or account status at this stage.
  
  You can reach ********** at 1 (866) 611-2731 or by email at **********************.
  
  Please note: If ********** closes the collection case and returns the order to Klarna, we will then be able to review the matter further and take appropriate action.
  
  We hope this information helps! We invite you to navigate the app or visit our FAQs for future questions or account needs!
  
  

  Business Response

  Date: 06/03/2025

  Hello *****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** ** (********). 
  
  After reviewing this order we can confirm that the original total for your order was $147.63. The order was placed under a dispute on April 8th, 2025, however this dispute was closed and a partial write off was performed. Of the original amount of $147.63, , $110.73 was written off, leaving an outstanding balance of $36.90. This remaining balance was not paid, and as a result, the order was transferred to collections on May 24, 2025.
  
  If you believe this debt is not valid, you will need to contact our collections partner, **********, directly to dispute the balance and provide any supporting documentation, such as proof of cancellation. Since Klarna no longer owns the order, we are unable to make any changes to the balance or account status at this stage.
  
  You can reach ********** at 1 (866) 611-2731 or by email at **********************.
  
  Please note: If ********** closes the collection case and returns the order to Klarna, we will then be able to review the matter further and take appropriate action.
  
  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: 06/03/2025

  ********
  
  I am rejecting this response because: ********** has confirmed that they sent the debt back to Klarna because the proof shows that the dispute is still open and that it’s against the law. They  ( ***** ******) have informed me that they sent it back to Klarna 6/2 and it takes up to two weeks for Klarna to receive it. Again, the documentation I have attached to this complaint shows that my bank issued a credit in the amount of $36.91 and that the dispute is still open, NOT closed and that it will take 45 days to resolve refer to, attachment labeled, I************. The money that was squared away was made on my credit card and the current disputed amount was made on my debit card. The attachment labeled, ************ shows that with my bank as of 6/3 the current dispute is still open and being researched. Again, KLARNA it is against the law in the UNITED STATES to send a dispute which is not closed to a debt collection agency  under the Fair Credit Billing Act and Fair
  Debt Collection Practices Act. Also, in the last attachment ( ************* it shows  Klarna  issued me a refund (see the green details for this amount). So again with a current dispute open and a refund issued by your company. This should not have been sent to a debt collection agency and I will continue to work with the BBB and Will escalate this to the Attorney General of NY if this matter is not rectified on your end for the blatant illegal course of action and inaccurate billing system.
  
  Regards,
  
  ** ****
  
  
  
  
  

  Customer Answer

  Date: 06/03/2025

  ********
  
  I am rejecting this response because: ********** has confirmed that they sent the debt back to Klarna because the proof shows that the dispute is still open and that it’s against the law. They  ( ***** ******) have informed me that they sent it back to Klarna 6/2 and it takes up to two weeks for Klarna to receive it. Again, the documentation I have attached to this complaint shows that my bank issued a credit in the amount of $36.91 and that the dispute is still open, NOT closed and that it will take 45 days to resolve refer to, attachment labeled, I************. The money that was squared away was made on my credit card and the current disputed amount was made on my debit card. The attachment labeled, ************ shows that with my bank as of 6/3 the current dispute is still open and being researched. Again, KLARNA it is against the law in the UNITED STATES to send a dispute which is not closed to a debt collection agency  under the Fair Credit Billing Act and Fair
  Debt Collection Practices Act. Also, in the last attachment ( ************* it shows  Klarna  issued me a refund (see the green details for this amount). So again with a current dispute open and a refund issued by your company. This should not have been sent to a debt collection agency and I will continue to work with the BBB and Will escalate this to the Attorney General of NY if this matter is not rectified on your end for the blatant illegal course of action and inaccurate billing system.
  
  Regards,
  
  ** ****
  
  
  
  
  

  Business Response

  Date: 06/09/2025

  As of June 9, 2025, Klarna has not yet received any updated balance or closing information needed to finalize the order.
  
  Since ********** has advised that updates may take up to two weeks, we kindly ask that you allow until June 16, 2025 for any changes to be reflected in your Klarna account.

  Business Response

  Date: 06/09/2025

  As of June 9, 2025, Klarna has not yet received any updated balance or closing information needed to finalize the order.
  
  Since ********** has advised that updates may take up to two weeks, we kindly ask that you allow until June 16, 2025 for any changes to be reflected in your Klarna account.

  Customer Answer

  Date: 06/30/2025

  Niaya W' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Attachments
  Jun 28, 2025, 1:20 PM (2 days ago)
  to disputeresolution
  
  
  Hi,
  
  
  Im following up on my complaint with Klarna its been over two businesss weeks and this discrepancy resolved on Klarnas end . Im attaching the documents proving that my bank ruled in my favor against ***** and that true accord stated they sent the debt back to Klarna.
  
  
  
  
  Thank you

  Business Response

  Date: 07/07/2025

  The remaining balance of $36.90 has been written off as a courtesy, the order is now completed, however we can confirm that we have not received these payments from your bank. We have received notification from our payment system that we have lost the dispute and your bank has kept those funds/returned them to you. Please reach out to your bank to inquire about these payments as they still have the funds. 

• Initial Complaint

  Date:05/30/2025

  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.

  I recently found out about an account fraudulently opened up under my name, ssn and date of birth by my ex wife. When I reached out to Klarna to get documents about the fraudulent account to take to the police department they refused to send it to me because it wasnt the email address on file. The customer service representative later suggested I authorize her to move the purchase to my actual account to get documentation

  Business Response

  Date: 06/02/2025

  Hello ****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the orders that are said to be fraud.
  
  We have reviewed your concern and at this time we see there are two active 'unauthorized purchase' disputes on the two active orders. Our fraud team will be handling this matter and providing you with an update. We are not able to provide a timeline but they will contact you via email. We are not able to provide any order information. If you will like to provide a valid drivers license for verification, we are able to change the email on the account so you are able to review the order details. Thank you.

• Initial Complaint

  Date:05/30/2025

  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 ordered a laptop on April 4th from ******* using Klarna as the payment method, ******* cancelled the order because the laptop was out of stock but Klarna claims I canceled it and wont refund me. I tried calling the bank but they claim I got the laptop. ******* has refunded Klarna the money, customer service has admitted it but cant give me a reason for not being able to refund me.

  Business Response

  Date: 06/03/2025

  Hello ****,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ******* (M36XCDZ1).  
  
  The original total for your order was $671.27. In order for the order to be approved, a higher initial installment was required. As a result, the first installment of $333.42 was due on April 4, 2025.
  
  This payment was not successfully processed due to a bank dispute or chargeback. When a payment is disputed directly through your financial institution, the funds may be placed on hold while an investigation is conducted. During this time, it may appear that the funds have been withdrawn from your account, even though they have not been released to us.
  
  Because of this, your account with us currently reflects an open balance, while the disputed amount remains in pending status with your bank. Once the banks investigation is concluded, they will inform you of the outcome. According to the current information available to us, the investigation still has approximately four days remaining. 
  
  In the meantime, the store issued a partial refund of $644.23, which was applied to your order balance. This reduced the outstanding balance to $30.04. As a courtesy, this remaining balance was waived by a previous customer service representative, and no further payment is required at this time.
  
  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:05/29/2025

  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.

  So, I used to use Klarna before back in 2021 or so. I closed it due to being hospitalized and unable to spend like I normally would. I dont believe I owed them anything. When I finally got back on my feet again. Ive been trying to reopen it. I used to love their services.

  Well, I have been going around and around with them and no one seems to know or help with my situation. Ive contacted them numerous times n attempted their trouble shooting and instructions and nothing works n Im back to square one. They tell me to make sure everything matches ********** and I have told them numerous times that it does. No one listens!

  Ive been told to delete the app, leave it alone for 24 hrs, then try back even with a different email. It still doesnt work. Ive been told to try to pay in full or it could be my credit score but its not that either bc my credit score is at an all time high than its ever been, even when I first had it.

  One representative even told me that its the cards that Im trying to use that they dont accept. *************** is not the problem. Neither is my ***** Fargo or ****** Ive contacted my banks and its not even on their end!

  The main error message I always get is that they cant approve me because they cant verify my identity, but its not that either bc when I log on it has me take a ************* my drivers license front and back and it unlocks my account.

  So, why does it verify my identity to unlock my account but not to use their services???

  So, Im here to sayplease help!!! This has been very exhausting and I need them to figure it out already!

  Business Response

  Date: 05/30/2025

  Hello ******,

  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your ability to make purchases.

  We have looked into this matter and it appears your account has since been requested for deletion therefore you will need to make a new account to use the services. If you have since made a new account, you will need to be sure every last thing matches what the credit bureaus have. If you are denied for credit, bad payment history, etc, we are not able to assist with approval. Our automated system must be able to verify you to use the services - we are not able to manually review your information at Klarna. Thank you and have a great day.

   

  Customer Answer

  Date: 05/30/2025

  I rejec this response because it is the same response that I always get. I'm more than sure they have an override button somewhere. ******** is the program they use to approve people and I have services like ******, sezzle, zip pay, etc. They have no problem identifying me. As stated before, klarna identifies my drivers license n my picture id to unlock my account. There must be a glitch somewhere. I don't know. I need this problem solved. Get me the owner or executive to Klarna someone who cares enough to investigate n knows what they're doing. I have attached pics that show otherwise. Even when I'm trying to utilize the pay in full (my own money) it still gives me an identity error. As previously repeated I have contacted *********************** matches so I promise you that is not the issue. Stop trying to say it is! Help! 

  Customer Answer

  Date: 05/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23390938
  
  I rejec this response because it is the same response that I always get. I'm more than sure they have an override button somewhere. ******** is the program they use to approve people and I have services like ******, sezzle, zip pay, etc. They have no problem identifying me.

  As stated before, klarna identifies my drivers license n my picture id to unlock my account. There must be a glitch somewhere. I don't know. I need this problem solved. Get me the owner or executive to Klarna someone who cares enough to investigate n knows what they're doing. I have attached pics that show otherwise.

  Even when I'm trying to utilize the pay in full (my own money) it still gives me an identity error. As previously repeated I have contacted *********************** matches so I promise you that is not the issue. Stop trying to say it is! Help
  
  Regards,
  
  ****** ********

  Business Response

  Date: 06/02/2025

  ******,

  We are not able to reactivate your account after deletion, as it is truly deleted as requested. You will need to make a new account. If you are not able to be verified, you will need to contact ********** again to verify the info with Klarna matches what they have on file. They handle all verification for our automated system as our third party partner.

  Customer Answer

  Date: 06/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23390938
  
  I am rejecting this response because: its the same reason they keep giving me. I dont know how many times I have to tell them that everything matches with **********. I have contacted them again. And yes again they verified! Smh!!! Im just going in circles around and around! 
  In response to their statement about making another one. Even though I keep on asking them over and over to delete and I keep creating another, it does not matter. It is still the same identity issue over and over! 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:05/28/2025

  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 placed a order for weight-loss injections with my klarna card. I canceled it. Klarna charged my bank for the first payment. They received the full refund back for the whole purchase but did not give me my first payment back.

  Klarna received the full refund and kept my first payment. I messaged them several times and spoke with a live agent and he said that the computer did it and that's just the way it goes.

   

  Im out the first payment. Unprofessional and unbelievable. I want my first payment returned to my bank account since they received a full payment from the weight-loss company.

  Business Response

  Date: 05/30/2025

  Hello *******,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****** ****** *****.
  
  We have reviewed your concern and at this time we are able to see your refund was appropriately credited on your May statement. Please note your Klarna Card operates similar to a credit card, whereas any refunds are credited and not sent back to your personal card. We have attached proof of this credit at this time. Your statement has a positive balance at this time. Thank you and have a great weekend.

  Customer Answer

  Date: 05/30/2025

  The problem with that response is that is shows I have credit to pay it off but they still taking it out of my bank account monthly instead of the credit and it charges interest. It should just pay it off when the refund was received. I don't want credit with them. I want it paid off. 

  Business Response

  Date: 06/02/2025

  *******,

  The credit is added to your statement to cover that balance left. You are not responsible to pay the balance seen. Your only balance you have to pay is your '*******************************' order. Thank you.

  Customer Answer

  Date: 06/02/2025

  They received the full refund from the company and still charged my bank for the 1st payment. I want my money back for the initial payment in a form of a check, not their credit. Im fed up with this. They are scamming money from customers. 

  Business Response

  Date: 06/05/2025

  *******,

  There was not a payment of $92.00 made to your Klarna Card Statement. Please review your statements as for April you paid $24.23 and your May statement was credited from the $368 refund credit. Your other orders required payment still, which was covered by the credit. The various ****** orders were Pay Later orders meaning they were due within 30 days of the purchase date. There is no refund due. Thank you.

  Customer Answer

  Date: 06/05/2025

  **************
  
  I am rejecting this response because:  yes there was a payment made. I have a picture right here. It was made on the original loan not the statement. This is from your own site. It was taken out the night I ordered it. Yall received a full refund the next day and did give my deposit back. My god it doesn't taken a rocket scientist to understand this. YALL OWE ME *****. Yall received the full refund and my deposit on the loan of *****. Stop stealing from your customers. If yall didn't receive the payment then why does my bank account say ***** pd to klarna the night I ordered it. It went through. Then yall got the full refund back. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 06/06/2025

  *******,

  Excuse us for the misinformation as a $92 payment was received May 5. The $92 was credited to the order since it was not able to be matched to the order directly. The full $368 was credited and your $92 payment is included in that amount. The order has a balance of $276.00 at this time which is covered by the credit. This will leave you with $47.57 out of the $92, as part of that was used to cover some of your various ****** orders. As a courtesy for the inconvience, we have added $50 to your Klarna balance. This can be used to pay term loan or Pay in 4 orders. Not Klarna Card statements. We hope this now resolves your concerns. Have a great day.

  Business Response

  Date: 07/02/2025

  *******,

  The card is connected to pay your Klarna Card statements and other active orders. There is no Klarna Card balance for you to pay unless you make a new Klarna Card purchase. Your method of payment remains on the account as you have a term loan order. We are not able to remove your card solely from your Klarna Card statement but rest assured, you are not being charged for your Klarna Card statement as the balance and credits are both $268.65, meaning the credits will clear the balance in full. The only charges as of July 2, 2025 are your payments of $45.94 due on the 14th of each month. Thank you.

• Initial Complaint

  Date:05/27/2025

  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 financed a loan for Zen Haven through Klarna on 1/6/2019 for approximately $3000.

  I set up auto pay and my payment was automatically deducted each month for approximately $75. Overtime the payment amount decreased with no adjustment on my end.

  Approximately six months ago, I started receiving notifications for two separate due dates of separate amounts. I have called, emailed, and online chat with Karna at least five different occasions, and no one has helped resolve the issue. I asked that they provide the full loan history including payment history and interest charged. I also asked why I was receiving notification for payment at the beginning of the month and a separate amount at the end of the month. No one seemed to know why or how to resolve it. on the Klarna app, it shows a zero balance for my account.

  I cannot look up any payment history. I cannot make a payment via the app. I withdrew my bank information from the app so they could no longer withdraw any money until these issues are resolved. I have asked multiple times in multiple ways for someone to call me so we can resolve everything. They stated the only way to pay the full amount would be through a bank check which seems a little odd to me since they always defer you to the app to do anything regarding your account.

  At this point, I cant make a payment, and I cant get anyone to call me back to help resolve the issue. I want to see all of the financial history of this loan before I give them any more money.

  I do not want my credit to be affected by this because Im able to pay, but I am entitled to my financial records before coming to an agreement on how much I actually owe them.

  I shouldve never incurred interest over the course of this loan as I did not do anything on my end to adjust the payments or miss a payment.

  I would also like to add, the two telephone numbers that they print on their statement are not valid.

  Thank you so much for any help you can assist with.

  Business Response

  Date: 06/25/2025

  Business responded that they needed additional time on this complaint.  They are researching the issue.

  Business Response

  Date: 06/25/2025

  Hello *********,
  
  Klarna is in receipt of your complaint 23381602. We appreciate your inquiry regarding the order with Zenhaven (ZR65PDTW).
  
  We have reviewed your concern. As this is a very old order from 2019, our provided Klarna products have evolved. We no longer support revolving credit or Finance 1.0 in which your order was placed under. As a courtesy we have waived the remaining balance of $751.49 as this product is no longer visible in our app. We understand this has been easy to resolve so we hope this satisfies your concern at this time. Thank you for allowing us to resolve this for you. Have a great day.

• Initial Complaint

  Date:05/26/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase through Klarna that was not fulfilled by the merchant (**********). (**********) agreed to refund the service, but Klarna is refusing to stop payments.
  
  I have provided all requested information to Klarna, complete with screenshots.
  
  So far, only 1 of 4 payments have been taken. I want them to return that money and cease future billing on this order.

  Business Response

  Date: 05/28/2025

  Hello ********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order, ********, placed April 22, 2025.
  
  We have reviewed the matter and the provided evidence. We have now processed a full refund to the order. The single payment of $28.78 has been refunded to its original form of payment. Please allow 1-7 days for this to reflect on your end. The order is now settled and no longer active. Thank you and have a great day.

  Customer Answer

  Date: 05/29/2025

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

• Initial Complaint

  Date:05/26/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 3/14/25 using a Klarna one time card for a **** **** *** ******** bag. The order was going to ship longer than anticipated, but I paid for the order in full before it was shipped.

  I reached out to the merchant to cancel the order because it wasn't going to arrive on time. The merchant refunded and verified refund through chatting via email. I waited several days and had reached out to Klarna to question where my refund is. They stated in our first conversation via live chat that it can take up to 7-10 business days and not to worry.

  I reached out again after 11 business days went by and still no refund back. They claim I never reached out to them and no refund is processed that they need to reach out to the vendor.

  After sending several emails, going back and forth with live chat conversations with numerous customer service agents they keep giving me the run around after showing them proof of communication between me and the vendor verification that the order was canceled and refunded back to the one time card through Klarna. Klarna keeps asking for the same screenshots that I've previously sent to them over 5 times. No resolution as of yet.

  Business Response

  Date: 05/28/2025

  Hello ********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** **** * ******** (********).
  
  We have reviewed your concern and it appears this has now been resolved as you have spoken to a colleague from our complaints department. We will include the message below for record. Thank you and have a great day.
  
  
  "Hi ******** - 
  
  This is ****** with Klarna - thank you so much for taking my call today! 
  
  I just wanted to send a follow up email to recap our conversation & so you had it for your records. 
  
  In regards to order ******** with ***** **** * ********, this order has been fully refunded as of today, Mary 28th, 2025. You will see this as two deposits; one for $33.11 and another for $96.34. As previously mentioned, please allow 5-7 business days for these funds to populate in your account. 
  
  I also went ahead and closed the dispute that was opened on this order today, as it has been resolved with a full refund. 
  
  Before we close your complaint, we want to confirm that you’re satisfied with this outcome. Please reply to let us know if everything has been resolved to your expectations. If you have any further questions, or would like a callback, we are happy to offer further assistance.
  
  We truly value your feedback. Thanks again for your patience while we looked into this for you.
  
  Kind Regards,
  ******
  Business Operations Associate
  Business Operations US
  
  ****** ***
  *** ** **** ****** ***** ***
  ********* **** *****
  
  ***********

  Customer Answer

  Date: 05/28/2025

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

• Initial Complaint

  Date:05/25/2025

  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.

  Today, I created a new account with the email *********************** I attempted to create a one time card. It said I owed $314.41 from an old account associated with the email *************************** These transactions were proven to be fraudulent as the account was compromised. This was disputed in writing to them before they sent it to debt collections as I have a copy of the letter I sent to them that is time stamped. I never received a response. I also disputed everything with the debt collector ages ago and never received a response.

  Business Response

  Date: 05/28/2025

  Hello ***********,
  
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your recent denial due to past debt.
  
  We have reviewed you concern in full and at this time we are not able to approve your order as you have unpaid balances with Klarna. Please log into your account using the email mentioned in your complaint to access these balances. These orders were never disputed as 'unauthorized purchases' therefore no investigation was held. These were placed on various financial hardships pausing payment but now they have reached there limits and were forwarded to collections. At this time these are due and you will need to pay those if you would like to continue to use Klarna's services. Thank you.

  Customer Answer

  Date: 05/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23376538
  
  I am rejecting this response because: the documentation shows that it was disputed as unauthorized prior to being sent to debt collections. Bank records even show that they were sent the results of the fraud investigation in furtherance of the dispute. And as a matter of fact, the response that I received today from the debt collection agency shows that they sent the debts back to Klarna without requiring payment from me after I disputed it with them as well.
  
  Regards,
  
  *********** ******

  Business Response

  Date: 05/30/2025

  ***********,

  There was not a Klarna dispute reporting these as unauthorized but rather extensions were asked for over time. Even if the debt is returned from the collections agency, you still will need to pay the orders off to use the services. Thank you.

  Customer Answer

  Date: 05/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23376538
  
  I am rejecting this response because: they inaccurately claim that I would still owe them when a dispute as unauthorized/fraud. The Fair Debt Collection Practices Act prohibits attempts to collect a debt when disputes as unauthorized/fraud are successful. When I asked them when the dispute as unauthorized/fraud was resolved in my favor, they said February 26th.
  
  Regards,
  
  *********** ******

  Customer Answer

  Date: 05/31/2025

  And Ive actually been in active communication with the debt collection agency since they finally answered me recently. Theyre actively providing me the documentation I need so that I could attach it to this complaint that conclusively shows beyond a shadow of a doubt that the fraud dispute was resolved in my favor.

  Business Response

  Date: 06/02/2025

  ***********,

  You had to request these orders be paused using a financial hold so no payment was due. Once they were not able to be paused any longer, they were said to not be legit. We are not able to dispute the orders as such as these orders are all from 2024. Thank you.

  Customer Answer

  Date: 06/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23376538
  
  I am rejecting this response because: I was just informed by the debt collection agency Indebted that the dispute filed with them was indeed resolved in my favor. Theyre sending written notice that I plan on providing here once received.
  
  Regards,
  
  *********** ******

  Customer Answer

  Date: 06/06/2025

  In response to my request to see how far along they are with sending me the documentation to attach to this complaint, this is the response to my email. They were informed that I do not remember filing a police report due to the effects of the spinal surgery I had at the same time. I offered them complaints that were filed with governing agencies when this happened, but I never heard back from them about it.