Consumer complaint received 2020-06-11
Company: Klarna AB
State: MN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
On XX/XX/2020, I ordered a mattress from the company, XXXX, and opened a Klarna account to help finance the order. 

On XX/XX/2020, I called XXXX Customer Service and spoke with XXXX. I asked her to cancel the order. I asked her how to cancel the Klarna account. She stated she would cancel the order, send me a confirmation email stating she cancelled the order, and that the Klarna account would also be cancelled. She stated it would be as if the Klarna account was never even opened. She sent me the confirmation email, and so I believed that there would be no account opened through Klarna. 

XX/XX/2020, I received a text message from Klarna prompting me to check my balance. I went to the Klarna website, and was able to log into my account ( which should have never been created ) by entering my phone number. A code was texted to my phone, and I used the code to sign in on the app.klarna.com website. It showed that I had an account, and that the XXXX  mattress order was cancelled. 

I promptly called their customer service XXXX to close the account. The customer service agent told me he would send an email to his manager to close the account, because he does not have the authority to do so. I asked him to send a confirmation email that he would close the account. He also stated he did not have the authority to send me anything in writing to confirm that the account would be closed. Basically, he told me to wait for an email to be sent that would confirm the account would be closed, and that this could take 5-7 days. I wrote all of this down in my notes, and waited for the email. 

XX/XX/2020, XXXX, I continued to received notifications about my Klarna account, which indicated to me that the account was NOT closed. I called customer service XXXX again, and basically had the same conversation as on XX/XX/XXXX. The Customer Service agent also told me that nothing had been posted to my account about the conversation from XX/XX/XXXX. I reiterated, " I would like you to close the account and send me written confirmation stating that the account is closed. '' He replied, " I do not have access to email to send you an email. I can not close the account. I can initiate a request to close the account. Check back in 5-7 days to see if the account has been closed. '' XX/XX/2020, XXXX As I was on the phone with the Klarna rep, I started a conversation with XXXX XXXX through their customer service chat ; Me : " Hi XXXX . I would like the account to be closed. It was never supposed to be opened, because I cancelled the order with XXXX after placing the order. XXXX confirmed it would be as if I never placed the order, an account would not be opened. '' XXXX : " I can send your information over to our account specialists. They'll email you a confirmation when the account closure has been completed. I am really sorry for the inconvenience, is there anything else I can do for you today? '' Me : " Two different customer service representatives have already told me the same thing, nine days have passed, and my account has still not been closed. Please close the account asap, and send written confirmation it have been closed. 
Thank you. Yes, please send written confirmation the account has been closed. '' XXXX XXXX XXXX : " I just closed it myself just a moment ago that i can assure you but i sent it to the specialist team to finalize it. '' XX/XX/XXXX, XXXX, I have still received NO email or further communication from Klarn to confirm that they have indeed closed the account.

Company response to consumer: Closed with explanation