Business Profile

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

2,648 total complaints in the last 3 years.
984 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/25/2025
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 was charged by Klarna for an ****** order that was never funded by them because I paid ****** directly with a different payment method. Klarna has repeatedly reactivated the charge on my Klarna account despite my providing proof of payment to ****** and requesting that the charge be removed. Klarna has failed to properly investigate or resolve this billing dispute, which has blocked me from using Klarna’s services until this issue is cleared. I am seeking removal of the incorrect charge and closure of the disputed invoice.
Business Response
Date: 06/03/2025
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 investigated by our Resolution team, however it was determined that sufficient enough evidence was not provided and so the dispute was closed and the statement reactivated. After a second look of the evidence it was determined that the statement is eligible for a refund.

As a courtesy the remaining balance of $96.77 was written off and $31.92 refunded back to your Mastercard ending in 5852. 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: 06/03/2025
Better Business Bureau:

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

Regards,

****** *** ****
Initial Complaint
Date:05/25/2025
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 would like Klarna to check if all cancelled or returned purchases were fully credited back to my Apple Card nd the payment plans were cancelled. I thought other transactions were returned but it is not possible to check from the Apple Card statements just show Klarna. I've attached the statements from my ************************** Apple Card
Business Response
Date: 05/28/2025
Hello Ruolin,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding canceled payments.

Any and all canceled purchases are canceled on Klarna's end right away if the order is canceled out. We are not able to provide each and every order as there are many. If you have an inquiry about a specific order or charge, please provide the Klarna reference number, charge amount, date and any other relative information that may be needed to help resolve your concern. Otherwise there are no active orders or outstanding refunds due. Thank you and have a great day.
Initial Complaint
Date:05/25/2025
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 had requested a refund due to a canceled transaction was then issued the refund and then told I owed them additional money in the amount of the refund and was essentially charged twice for a transaction
Business Response
Date: 05/28/2025
Hello ****,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Amazon (G6570K1T).

We have reviewed your concern regarding your refunds from your Amazon order. There was a direct debit payment for $93.85 made by *************** on May 13 and was refunded May 23 as the merchant processed a full refund on May 14. The direct debit takes 10 days to process therefore it was not processed until. The payment looks like it was disputed and removed as payment, making the order now due again. The payment was processed again for $93.85. We are not able to process a refund and remove the fees as this results in a double refund but since it has since been repaid, the order is satisfied unless the chargeback results in your favor, the payment will be due again. We hope this addresses your concerns at this time. Thank you.
Initial Complaint
Date:05/23/2025
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 was over charged $476.50 by Klarna for a non purchase. I have been waiting months for a refund. When I contacted them today I was told a check was being sent and I was to wait another 30 days. This has been going on for 6 months since I discovered the over charge and they admitted it was their fault. I want my my money NOW.
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 the previous check was not issued due to an automated system failure that was not picked up. The check has now since been manually requested therefore our Accounting team will be able to issue the check to your billing address. Please note this can take 4-6 weeks as checks are mailed out in batches as they are processed. Please give us a call using ###-###-#### if the check is not received by the second week on July. Thank you and have a great day.
Customer Answer
Date: 05/28/2025
until I have check in hand I do not trust this company to keep their word. I want the BBB to stay involved.

Regards,

******* ********
Customer Answer
Date: 06/30/2025
This is my second complaint to BBB as the first was "resolved" with Klarna promising to issue a check within 1 month. Well that month has come and gone with no check. When I called I was told they don't issue checks????? I was also asked to prove loss which I proved over 10 months ago. This is ludicrous. Something HAS to be done.
Business Response
Date: 06/30/2025
*******,

We advised it will take some time as the original response stated to contact us if not received by the second week of July. We are decommissioning our check system therefore these are taking longer than usual. As of today, the check is being processed by accounting and set to be printed and added to the back to mail out. We are not able to expedite this process but the check is being processed. Thank you.
Customer Answer
Date: 07/08/2025

CS RequestDARLEEN PALMIZI - Voicemail box 135
Attachments
12:23 PM (1 hour ago)
to me

GoTo logo
You received a new voicemail message
Info New voicemail message
Time: Tuesday, July 8 2025 12:20 PM
From: CS RequestDARLEEN PALMIZI **************
Duration: 2 minutes 6 seconds
Voicemail box: 135
Transcript:
Yes, *********. My name is ******* Palmezio, P-A-L-M-I-Z-I-O. My BBB number is ********. Got an email today that you were closing the case because I did not respond. I did not respond because I was not quite sure how to respond to the email that you sent me. It was, as you know, simply the texts that the company had sent regarding my complaint. I still have not gotten my check. I still have not gotten any resolution from the company. They just simply tell me that they're investigating, and it is going on over a year. So this is why I did not respond. I, too, got the emails that they sent you, which doesn't rectify the problem. I want to keep the case open. I don't know if I can do that. So again, the case number is *********, my name, **********, P-A-L-M-I-Z-I-O, address ************************************************. The business is *******. It was regarding a $400 and I believe $64 and change check that they owe me. And my phone number is ************. Again, ************. Email is new, N-E-W, life, L-I-F-E, small, S-M-A-L-L, at Gmail, but again, you probably have that all in the case record. I hope to hear from you shortly. Thank you so very much.
Initial Complaint
Date:05/23/2025
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 ordered a dress from ****** using Klarna to purchase it. The dress arrived in mid March. It was too small and looked like a halloween costume which was nothing like the site presented the dress to be. I went on ****** site to start a return/refund. I followed their protocol and they sent me a return label. I returned the dress in March, and notified Klarna and gave them all of the info. Klarna refunded my money so I deleted all the info of this case thinking that it was resolved . Klarna sent me a text saying that Rosewe did not approve the refund and they were taking money put of my bank account. I told them that Rosewe had the dress and that I would not be extorted snd they told me that that was between me and Rosewe. Klarna gave me a number for Rosewe and it is not a working number.
Business Response
Date: 05/28/2025
Hello ****,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Rosewe (00NV6JBL).

We have reviewed your concern and at this time and the merchant states the order was refunded via store credit. As the funds were not returned to Klarna, the remaining $41.82 is due as you were still compensated to get something else. We are not able to excuse this balance and your current dispute will be closed. Thank you and have a great day.
Initial Complaint
Date:05/23/2025
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 used to Klarna for the a purchase and return them and they changed the card in Klarna so when I went to return it was different and have been dealing with this since march.
Business Response
Date: 05/28/2025
Hello ***,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****** (PBSNF0XT).

At this time we have credit your order with $42.94. The this brought your order total to $17.59 and you have paid $18.59. At this time $1.00 has been refunded to its original payment method and the order is now credited and settled. No additional refunds or payments are due on the order. We hope this now addresses your concerns. Have a great day.
Initial Complaint
Date:05/23/2025
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 originally ordered from them from ****** pay used klarna to pay for it. The whole order was canceled even the part that was left I have sent recent pictures and they keep trying to make me pay for something that ****** has refunded them the money for and the order was canceled The completely
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 regarding this order being canceled. At this time we have canceled the order and returned your payment to its original source. We hope this addresses your concerns at this time. Thank you and have a great day.
Customer Answer
Date: 06/05/2025
It was for more money than what they're saying they took out of me they were paid $10 back by ****** they kept the money and they're only trying to give me back for they actually owe me almost $15 from this
Business Response
Date: 06/05/2025
*****,
You are not due any funds you did not make. Klarna paid for the order on your behalf, therefore the funds are to remain with Klarna. You are not due any more than $4.59. Thank you.
Initial Complaint
Date:05/22/2025
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.
We are trying to get an account auto payment stopped and a refund due to a recurring charge since June 2022. They can't seem to find my account in their system, yet they continue to take money every month. I have been online, used their chat system, and emailed numerous times. As soon as they can't verify my identity, they quit responding or tal**** to me. They keep telling me there's nothing they can do. They want me to call my bank, which I have. The bank says this is a pre-authorized charged and they don't have the ability to stop it. Not only do I need to stop the monthly charge, I need a refund since the account has been paid off since June of 2022.
Business Response
Date: 06/04/2025
****,
We had your account reviewed by accounting and the uploaded statement is correct as it is for your two Lenovo orders. There was a balance left but as a courtesy, we have waived the remaining amount due to the age of the invoice. There are no refunds due. Thank you and have a great day.
Customer Answer
Date: 06/12/2025
According to klarna, they said my account has been paid off since June 2022, yet they continue to take monthly payments from my bank account. The last person I spoke to told me that this was a known problem with klarna, dating back to an accounting system change. She said when calling in the future, to tell them this account is stuck in "legacy financing" and klarna is wor**** to go through those accounts and stop the payments and issuing refunds. Now, all of a sudden you found my account and wrote off the remaining balance? This is not accurate and a refund is due, as well as stopping the future automatic withdrawals from my bank account.

**** ****
Business Response
Date: 06/16/2025
****,
The orders were not paid off and were accurate. The balance was waived as a courtesy. Thank you.
Initial Complaint
Date:05/22/2025
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 an order, the same order 5 times, as each time I placed the order, after check out, the merchant came back and said there was an issue with the payment, and that the order was not placed and to try again.
Yet, despite the order not going through Klarna continued to charge my card. Klarna purposefully chose to charge my card 5 times. One of these charges was reversed in about 5 hours. The other 4 are still charged to my card 4 days later.
The merchant has no record of these orders as they did not go through.
After 4 days, I have now gone into the negative with growing overdraft fees as a result. Klarna takes no responsibility, refuses to do anything, and the individual Seli (I do not know her title as she REFUSED to provide it, after I asked her several times) kept repeating the same thing over and over, that I began to question if she was an actual person.
I do believe it may have been a robot. I have being charged super high overdraft fees, and they are REFUSING to take any accountability. This company is about to actually bankrupt me, as I am getting $200 in overdraft fees, per day. and I cant overcome it.
Business Response
Date: 05/28/2025
Hello ******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the orders with ***** Beauty orders.

We have reviewed your concern and there are currently 4 orders that were placed on May 19. These are awaiting processing by the merchant. We understand these were not processed so we have canceled all of those at this time. Any and all funds will released and return within 7 days. We are not able to take responsibility for any overdraft fees as each order attempt is subject to an authorization hold. Again, these have now been canceled on our end. Thank you and have a great day.
Initial Complaint
Date:05/21/2025
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 requested a refund because I returned an item. I requested this on April 5, 2025. I have contacted both Klarna and ******* numerous times. I want my refund!
Business Response
Date: 05/22/2025
Hello ******,

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

After reviewing your order we can see there is an active dispute on the order. Our Resolution team is actively investigating this issue for you and will reach back out to you as soon as possible.

Please rest assured, you will not receive any payment reminders as the statement will remain paused whilst we investigate further. We will contact you when we have an update regarding your query or should we require further information.

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: 05/29/2025
I have been waiting for this investigation to be completed since April 5, 2025. It has been nearly two months.

Regards,

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

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Klarna Inc. is NOT a BBB Accredited Business.