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

2,688 total complaints in the last 3 years.
1,004 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:04/12/2025
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.
Someone made a purchase on my klarna account that was not me. I went right to klarna to report it along with my bank. Was told ny klarna that the payments would be paused while they investigate it. My bank refunded me the first charge. A week later I went back to my klarna and it looked like the next payment for this fraudulent order was pending. Spoke to an agent and was told it was paused and no other charges for this order would be charged to me.
Yesterday I got an email from klarna thanking me for my payment for this order. They again charged me for this fraudulent order. Was told I had to get a refund from my bank and to continue to give them another 7 to 14 days to investigate it. I had already had to get a new debit card two weeks ago and now to get a refund through my bank I would have again had to get a new card just so in 2 weeks klarna could charge me again. Was told to contact versace where this order was from to get it canceled with no order number no information about the order. So they let someone steal their customers card information, make charges and klarna will continue to make you pay for a fraudulent order and not help you at all.
Business Response
Date: 04/15/2025
Hello ***** -

Klarna is in receipt of your complaint, ********, in regards to order ******** with ******* that has been reported as unauthorized.

The remaining balance of $124.08 has been removed from the order and the payment of $62.54 has been refunded as of April 15th, 2025. Please allow 5-7 days for these funds to populate in your account.

As the initial payment of $46.90 was disputed and refunded directly with/from your bank, there is no further refund due from Klarna at this time.

This order now reflects as complete in your Klarna account with a balance of $0.00, and you are no longer responsible for the previous balance owed.

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ###-###-#### or via chat 24/7 at ******************
Initial Complaint
Date:04/10/2025
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 made a purchase using Klarna and an item was not received. I contacted ***** which is the company I purchased through using Klarna and was given a return for the item not received. According to ***** they had to give this refund. I advised Klarna and provided proof of the issue and Klarna is now charging me even though I have not received my product or money back.
Business Response
Date: 04/12/2025
Hi Derielle -

Klarna is in receipt of your complaint ********, related to a refund of $22.69 that was not received for order N0B1RC6F with *****.

As of April 12th, 2025, a credit of $22.69 has been issued to the order. This has cancelled out the remaining balance.

This order will now reflect as complete in your Klarna account with a balance of $0.00 and you are no longer responsible for the previous balance owed.

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ************** or via chat 24/7 at ***************************************************************.
Initial Complaint
Date:04/10/2025
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.
Dear Better Business Bureau,I am writing to formally file a complaint against Klarna regarding a billing dispute that has remained unresolved since December 2024. This is regarding statement FPR9HMWV-1 [#*******]I made a purchase through Klarna for an item sold by *******, totaling $64.20. Unfortunately, I never received the item, and I have been disputing the charge with Klarna ever since. I submitted all requested documentation multiple times, yet my dispute was consistently rejected, and I have not received a ********************* has confirmed that the $64.20 charge was reversed and provided proof of this transaction. The refund was initiated on November 22, 2024, at 09:39 PM CST, under transaction ID ************, and was marked SUCCESS.Despite this, Klarna has not reflected the refund in my account and continues to charge me for the full amount, without adjusting my payment plan. This has caused ongoing financial frustration and concern, as I am being held accountable for a product I did not receive and for which the merchant has already issued a refund.I am seeking the Better Business Bureaus assistance in resolving this matter. Specifically, I request:Klarna to acknowledge and confirm the $64.20 refund issued by ******* Klarna to update my payment plan, removing the refunded amount Klarna to ensure no negative reporting or penalties remain due to this issue I can provide all supporting documentation, including correspondence with ******* and Klarna, and confirmation of the transaction reversal, upon request.Thank you for your time and attention to this matter. I appreciate your help in facilitating a fair resolution.Sincerely,Quatta Cork-******* Klarna Account Email: ********************
Business Response
Date: 04/12/2025
Hi Quatta -

Klarna is in receipt of your complaint ********, related to a refund from ******* that has not been added to your order, FPR9HMWV.

The remaining balance left to pay on the order was $66.24, and although the amount to be refunded was $64.20, Klarna has cleared the entire remaining balance. This order will now reflect as complete in your Klarna account with a balance of $0.00 and you are no longer responsible for the previous balance owed.

Since the credit of $66.24 was applied and this cancelled the rest of your payment plan, there is no further refund due from Klarna at this time.

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ************** or via chat 24/7 at ***************************************************************.
Customer Answer
Date: 04/18/2025
[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,

Quatta Cork-*******
Initial Complaint
Date:04/10/2025
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.
Theres some kind of glitch in the system where every time I try to place an order it tells me that Im on a hardship plan, but Im not, and I have no late payments. I spoke to customer service and they acknowledged the issue but no one seems to be able to help so trying this!
Business Response
Date: 04/12/2025
Hi ***** -

Klarna is in receipt of your complaint ********, related to your recently denied purchase attempts and the reason being that youre on a financial hardship.

After looking into your account, we see that you have some orders with snoozed payments. Its good to know that anytime you extend your payments, our system recognizes this as past due, as you are asking for an extension of the original contract when you created the order. This system is automated to make sure that our customers are able to complete their active orders before they are able to create a new order.

Once any snoozed orders have been paid in full, your ************** should no longer be locked and you will be welcome to attempt your purchase again.

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ************** or via chat 24/7 at ***************************************************************.
Initial Complaint
Date:04/09/2025
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.
Klarna charged me for item which merchant *** ****** never delivered to me as item was not available in store(see proof). They overcharged and have future payments set up which I actually do not owe. After repeated complaints, via phone and emails, nothing has been done to refund my money and to cancel my payments.They keep telling me I owe whereas I do not. They owe me my refund instead.
Business Response
Date: 04/12/2025
Hi ******** -

Klarna is in receipt of your complaint, ********, related to a cancelled item that you’re being charged for with *** ******.

Can you please confirm that this is related to order ******** on your Klarna account and the only item that was not available was The Wide-Leg Pant in the amount of $71.40 (after discount)?

Thank you!

Customer Answer
Date: 04/14/2025
Business has already refunded the disputed amount. Thank you.
Initial Complaint
Date:04/09/2025
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 tickets to a concert, the payment was $214.38. Documents (added for proof) show it was paid. Ordered timed out before securing tickets. Order was cancelled. (Document proof) Klarna still hasn’t refunded my money.
Business Response
Date: 04/09/2025
Hello,

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

We have reviewed this matter and it appears the charge was disputed with your bank therefore it was not able to be refunded by Klarna once the order was canceled by the merchant on February 18. With the order being placed on January 22 and the chargeback being made January 30, we were forced to respond to the dispute as the payment was valid at the time. Now the dispute is ongoing and we are not able to just stop it. Once the dispute has concluded, your bank will return the funds to you or if they are returned to Klarna, we will return them to you as the order is now canceled. At this time the charge is under dispute therefore we are not able to assist until that is settled. Thank you and have a great day.
Initial Complaint
Date:04/09/2025
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 4/5/25 3 orders placed ********* using Klarna as payment. 2 orders canceled immediately by ***** and both authorizations release without delay. Third order authorization released early morning of 4/9/25 but then reauthorized for same amount as canceled order. Ive reached out to both Klarna and ***** and no one can explain why this occurred. I have screen shots from my bank, Klarna and *****. I can't understand how a merchant can authroize a payment card without an order? Hope you can help!
Business Response
Date: 04/09/2025
Hello *********,

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

We have reviewed these charges and we can confirm that these were canceled or refunded. We have provided screenshots of these at this time. It is best to dispute these with your bank as Klarna does not have the option to refund the charges in question due to them not being accepted. Disputing these would be best as the only charge we accepted was refunded. The other two were refused/canceled. We hope this addresses your concerns, have a great day.
Customer Answer
Date: 04/09/2025
Klarna authorized my debit card today, see attached and there is no corresponding order. All 3 order attempts canceled and 2 authorizations released. The third screenshot provided is fresh auth dated today. Banks do not accept dispute on pending authorizations so there’s that. Furthermore this has a hold on my debit card meaning not available to me. I didn’t authorize any orders today and still not clear how this was authorized? This is thievery! And bad business

Regards,

********* *******
Business Response
Date: 04/09/2025
*********,
At this time you will need to dispute those with your bank. Thank you.
Customer Answer
Date: 04/09/2025
you can’t dispute an authorization - pending transaction with any bank Reg E rule
klarna /***** authorized my debit card 4/9 there is no corresponding order. This type of activity seems to violate Reg E and I’m sure your payment processing rules. There was no order placed today and it’s not clear why my card authorized again this morning. This back and forth is totally unacceptable for the consumer!

Regards,

********* *******
Initial Complaint
Date:04/09/2025
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 February 20 2025 I purchased a Prada perfume from *******. Unfortunately it did not stay on my skin like normal ** de perfume usually does. I returned it on February 28, Sephora did the return as expected. Fully refunded Klarna. However, at the time of purchase Klarna required $***** in advance which I paid and broke it to $40.00 by weakly payments. Klarna has not refunded my ***** and wants me to continue making payments even though Sephora refunded the full amount to Klarna. I have made several attempts to resolve this issue and each time an agent gives me a different excuse of why I still owe Klarna. I requested proof of why I still owe and they deny to do so but when I was asked to provide proof of my return, I did. So now I am out ****** , no perfume and they want me to continue paying. I have emails, recorded conversations with agents (which of they are aware of and still no fair resolution .
Business Response
Date: 04/12/2025
Hi ******** -

Klarna is in receipt of your complaint ********, related to a refund from Sephora.

Klarna is always looking for ways to better serve our customers in the future, and we take your feedback very seriously. The One-Time Card was used in conjunction with Apple Pay, and since Apple Pay uses encrypted numbers on cards, any refunds issued to the wallet can be applied to any card in the wallet, including other One-Time Cards. This can cause the refund to be applied to the incorrect card and the order it was used on, as it has with this case. We are sorry for the confusion of the refund placement. As this is an issue on Apple Pay's end, we are not able to prevent this from happening.

After reviewing your account, we can confirm that the refund of $204.73 was issued to order XS23T64N, a different one-time card order with Sephora. Out of the $204.73, $96.12 was used to pay this order in full and since you had already made one payment of $24.03, this was refunded back to the card on file on February 28th, 2025. This also left a difference of $108.61 to be refunded to you.

An email was sent on March 6th, 2025 informing you that the Sephora orders (XS23T64N) one-time card was refunded for more than it was created for, so the overage was being refunded back to the primary card on file.

As you have been refunded in full; partially to a different one-time card order and partially back to your personal card, there is no further refund due from Klarna at this time.

We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us by phone at ************** or via chat 24/7 at ***************************************************************.
Initial Complaint
Date:04/07/2025
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 have been waiting for a specialist or anyone from upper management to get back to me for over a month. The chat on Klarna does not help they send you to a specialist then say they will get back to you when they have someone else look into it. The people on the phone can’t transfer you to anyone that can actually help. My monthly payments for a financing account have not been going towards my balance and I’ve been waiting for someone to contact me to resolve this for over a month. I have sent multiple screen shots of proof of all of my payments to them and screenshots of proof of my over payment towards the balance that has not gone down.
Business Response
Date: 04/15/2025
Hello *********,

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

We have reviewed your concerns and at this time we have forwarded this to the appropriate team. Once there is an update, we will be sure to provide you with an email. The funds will be used to pay the order off and the overpaid amount will be issued back to you. Thank you and have a great day.
Customer Answer
Date: 04/15/2025
I will not accept it until the matter is resolved. I have been waiting since march 4 to hear back from any single person from Klarna through email and have yet to hear back. I have been making payments to Klarna since the ******* order was paid off on may 2023. Where have all of the $58.68 payments been going since then?

Regards,

********* *****
Business Response
Date: 04/24/2025
*********,

We were able to get those payments allocated towards the order. You were refunded $527.58 to your bank as those payments were made via direct debit. The remaining amount was refunded via a check for $975.36. Please allow 4-6 weeks for that to be received to your billing address on file. At this time a total refund of $1,502.94 has been sent back to you via those two different methods. The last bit could not be allocated towards the order so it was included in the refund. You will need to use the funds to pay the remaining balance and the order will then be settled in full. We hope this addresses your concerns now. Thank you.
Customer Answer
Date: 04/24/2025

I won’t be accepting it until I have the check in my hand from Klarna. We’ll see when I receive it in “4-6 weeks”

Regards,

********* *****
Initial Complaint
Date:04/07/2025
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.
This has been a whole Ordeal on KLARNAI I place and order for some tires 5 months ago or more. I have told you guys to dispute this multiple times . I retuned the tires to simple tire with the label they provided me and previously sent you guys all the documentation. The simple tire store is extremely incompetent if they wanted to refund me they would have they say they cant find the tires in the warehouse. How could they loose something they made me return. I read Klarnas Buyer protection, The issue is, IS soo hard to To start a claim with them, The process is give the buyer 21 days to respond. The first time , I did this with KLARNA, the seller never responded. and the closed the claim, Then I was told they had to do it again, is been over 21 days again, and the chat is absolutely incompetent. they theyll me they have to wait 21 again, But is been 21 claims, since I raised the CLAIM from 2/5/25. Clearly I have hit a rabit hole of incompetence, From simple tire and KLARNA. I have previously provide *** the documentation and Tracking as well as return labels Please have someone competent look into my case KLARNA order #4FGXGPTF
Business Response
Date: 04/08/2025
Hello ******,

Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Simple Tire (4FGXGPTF).

At this time this is disputed and will be handled by our Dispute Resolution team. They are waiting for the merchant to respond to your dispute. We are unable to expedite this process. You will be updated via email from Disputes Resolutions once they have either concluded the investigation or need any additional information from you. In the meantime the payments are paused. Thank you and have a great day.
Customer Answer
Date: 04/15/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23171667

I am rejecting this response because: they have not said or dont anything new, they are basically just telling me to wait. I been waiting for 4 months, this is unacceptable

Regards,

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

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Klarna Inc. is NOT a BBB Accredited Business.