Consumer complaint received 2023-01-20
Company: Klarna AB
State: NY
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
Klarna offers a Financial product called one time card that allows their users to make a virtual card of a approved financed amount. The one time card product can be used for in-store purchases via XXXX XXXX. After the user makes a purchase they will pay off their purchase in installments of 4 payments. 
For any amount that is not used on the card the payment plan will be adjusted to what was spent ; example : {$40.00} One time card is used for a {$30.00} purchase, then the users repayment plan will be adjusted to the {$30.00}. 

On XX/XX/XXXX I made a one time card within the Klarna app for {$270.00} a in-store purchase at XXXX. The amount that I spent on the one time card was {$160.00} On the same day of the XXXX purchase, I returned the purchase at the same location because the item was not what I wanted. The refund was sent to Klarna card ending in XXXX for the amount of {$160.00} I then went to XXXX to purchase the items that I was intending to buy originally. I made another one time card within the Klarna app for {$460.00} at the XXXX store to be used as my payment method. The transaction amounted to {$450.00}. The next day On XX/XX/XXXX, I returned to the XXXX location that I made the purchase at to do a partial return of some of the items I brought the previous day using the Klarna payment method. The amount refunded was {$340.00}. The refund was sent back to the original payment method which was the Klarna one time card ending in XXXX. 

Both on XXXX and XXXX I followed up with Klarna to provide the return receipts for the XXXX and the XXXX return to make sure that my payment plan for the one time card will be adjusted accurately. Each time that I reached out, a representative insured me that my payment plan will be automatically adjusted, but this did not happen. 

In the process of reporting a return to Klarna they temporarily pause your payments to wait for the refund or to look into your claim. After close to 3 weeks after I originally reported the return, a Klarna dispute resolution specialist reached out to me via email pertaining to the XXXX order and asked for the receipt. After providing this information again I received a dispute resolution email on XX/XX/XXXX that states my payment plan for this transaction will be resumed for the original amount. The email eluded that that I received the refund XXXX sent and it was not sent to Klarna so I am still liable for paying for the unadjusted payment plan. Although The receipt that I provided clearly shows Klarna as the payment method that refund was issued back to. 

Similarly, I received a email from a another Klarna dispute resolution specialist requesting proof of the XXXX return. After providing both the original purchase receipt and the return receipt I received email from Klarna on XX/XX/XXXX that states since Ive been compensated by XXXX that my payment plan for this transaction will resume unadjusted. However, I have not received a refund from XXXX because the refund was sent to Klarna. 

In the process of trying to work with Klarna they have asked me to contact XXXX and XXXX which I did and they have confirmed verbally that the refund was sent back to the original payment method. Because these are in-store purchases I was unable To work with XXXX or XXXX online customer service to get a document. Both in store retailers have shared that they are unable contact Klarna. 

When I contacted Klarna for more information on why I received these resolutions when Ive provided return receipts I have been told because they do not identify the card ending in XXXX as their payment method although all receipt documents that I have provided them clearly states Klarna as the payment method and as the return method. The assumption that I have received a refund from either XXXX or XXXX for these transactions its just a assumption and do not align with the documents I have provided Klarna. 

As a consumer this is entirely worrying that such a large business its attempting to collect unjustifiable payments from their customers.

Company response to consumer: Closed with explanation