Consumer complaint received 2023-05-05
Company: Klarna AB
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
Summary : I can not pay my XXXX bill with Klarna. I have been paying my bill on the 2nd of every month for over 2 years. But because of a glitch in their system, they want me to pay for 2 months in the month of XXXX. Klarna discovered I paid the XXXX bill 3 hours before their billing statement was released. Klarna stated they made a manual correction and the correction will not appear online until the next billing cycle. I tried to pay it online but their app still shows a minimum balance of {$270.00}. Their app does not permit me to enter a lesser amount. And their telephone representatives do not take a payment over the phone. And I can not speak to a supervisor for 5-7 business days. The only communication I have is with XXXX in their Dispute Resolution Center and only through email. Klarna does not give me any means to pay my account. So I am not paying it until they provide a means for me to pay it. I have had no less than 3 emails with XXXX and still no resolution. 

If you are not the correct government facility to report this matter, please tell me where I should report it. 
Thank you XXXX XXXX XXXX Klarna : Hello XXXX, I absolutely understand your concern regarding your payment for XXXX for your finance account. The reason your minimum balance is showing as this {$270.00} is because your minimum due this month was initially {$300.00}. Then the {$25.00} late fee was removed, bringing it to that {$270.00} you are seeing. I can confirm that I have reduced your minimum payment for the month of XXXX down to {$130.00}. This was a manual adjustment so you will not see this reflected on your statement or your account page because that information is updated once a month when the statement is generated. You will not get a late fee for making the minimum payment of {$130.00} for this month On XXXX, XX/XX/2023, XXXX XXXX, Klarna Dispute Resolutions XXXX wrote : Hello XXXX, Yes I do see where you had made your previous payments on the 2nd and they had counted toward your statement balance. I do apologize for this bug on our end. 

You will still owe the {$130.00} for the month of XXXX. Your statement balance says your minimum payment due is {$300.00}, but we have since removed the {$25.00} late fee and I reduced the monthly minimum payment by {$130.00}. So with those deductions your minimum due this month will be back to the original {$130.00}. I hope that clarifies it for you! 

Have a great day, XXXX XXXX me : I paid this bill on XX/XX/XXXX Thank you. Do I owe anything for the month of XXXX? 

In the past, I have been paying on this account on the same day for many months without a problem. I have made my payments as soon as I can. In the future, I will wait a day or 2 to make my payment Your app states the minimum payment is over {$270.00}. If I pay only XXXX I will be charged a late fee after XX/XX/XXXX. You did not correct the problem. I really want to get this settled. I am tired of sending you messages. I have contacted Klarna no less than 5 times on this one issue. 

I WANT TO PAY ONLY WHAT I OWE FOR XXXX. 

I want to get this done. Please call me so this can be settled without a late payment on XX/XX/XXXX. 

On XX/XX/2023, I am getting nowhere with you. THE MINIMUM payment on your app is {$270.00}. I CAN NOT PAY {$130.00} because it is less than {$270.00} and there is NO WAY to change it to {$130.00}. AND your telephone representatives can not take a payment over the phone. 

So THERE IS NO WAY FOR ME TO MAKE THIS PAYMENT. 
THEREFORE, I AM NOT PAYING MY XXXX PAYMENT UNTIL THERE IS A WAY TO PAY {$130.00}. 
I have yet to find a way to make this payment. Therefore, no payment will XXXX made UNTIL YOU HELP ME MAKE THIS PAYMENT. 
AGAIN I CAN NOT MAKE THIS PAYMENT THROUGH YOUR APP

Company response to consumer: Closed with explanation