Consumer complaint received 2024-10-13
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: Klarna AB (PA)

THIS IS NOT A DUPLICATE COMPLAINT. 
THERE IS NEW INFORMATION INCLUDED INCLUDING Klarnas deceptive information provided to the CFPB in its response one that was simply filed to close the complaint and part of their predatory practice model.

I was the victim of widespread fraud that included several other forms of financial theft in the form of credit cards and my banking being compromised and multiple types of loans being taken out in my name.

Klarna is very aware of this.

Klarna last reported to the CFPB that it was waiting on a vendor to reply by XX/XX/XXXX and if they did not hear back from that vendor, it would be approving my fraud claim. Not only did they not follow through with this statement, but the case was also closed IMMEDIATELY without ANY investigation of ANY kind on XX/XX/year>. The response filed only a few days later was not only misleading, but it was also deceptive and intentionally fraudulent in nature in order to close the CFPB case. 
On XXXX I SPECIFICALLY ASKED if Klarna would need any information from me and I offered to provide such evidence of the claim. I was denied an email, digital portal, or even a fax number to provide the supporting documentation for my claim. I asked how I could get this to the fraud department and was told repeatedly that Klarna WOULD CONTACT ME with this information. 
Klarna did not contact me for this info, and after IMMEDIATELY closing the claim without further investigation failed to notify me of that closure. 
This was INTENTIONAL in nature and was meant for me to remain in the dark while the company attempted to withdraw the rest of this fraudulent loan of some sort and unknown amount before I could take action knowing I could not claw it back. 
This is a systematic and widespread problem with the company and is predatory in nature. 
My banking institution was able to block several attempts by Klarna to fraudulently continue to remove monies from my bank without consent or my knowledge while I was under the impression the case was still being investigated. My bank said this was a common occurrence with Klarna and they had taken the steps to prevent it knowing the loan or loans are fraudulent in nature. Klarna STILL refuses to tell me ANYTHING about the charges or totals they continue to try to remove from my bank. 
Klarna was FULLY AWARE that this is a fraudulent charge and that I NEVER gave them permission to remove ANY monies from my account but continued to do so once again without doing ANY investigation on my claim. 
My bank after denying the charges filed a chargeback with Klarna, and Klarna ONLY THEN reopened the investigation. The XX/XX/XXXX deadline which has passed given to the CFPB was NEVER real or honored by Klarna. Per report XXXX NEVER RESPONDED. 
I have contacted Klarna well into the double digits via phone which is nearly impossible to do as a fraud victim and is once again an INTENTIONAL ploy by the company to prevent victims from properly receiving relief. Klarna has NO CUSTOMER SERVICE NUMBER LISTED, and you must search the internet to find any way to contact them. 
Those posts refer you to open the App and log into your account to deal with the fraud. 
The issue for many victims is WE DO NOT HAVE THE APP OR ANY ACCOUNT WITH KLARNA. 
When you search the site and find a BURIED link to call Klarna, the number IMMEDIATELY asks for you to LOG INTO YOUR ACCOUNT ONLINE. This once again is an INTENTIONAL PLOY to make consumers like me hang up. It takes SEVERAL minutes for the prompt to then ask if you have no way to log in. ONCE AGAIN this is INTENTIONAL in nature and Klarna knows that MOST people will have hung up by then and assumed there was no way to reach them without the app. 
But that is NO WHERE NEAR the worst part Klarna then asks to verify your phone number, and most people will comply with this even if they do not have an account. Then Klarna asks to MIRROR YOUR SCREEN AND HAVE COMPLETE ACCESS TO YOUR PHONE. 
As a victim of fraud this is the LAST thing a victim would want to do, as there is not ANY reason other than Klarna wanting to access all the information on your phone hoping to find something to deny your valid claim. 
All these actions are meant to mislead and disenfranchise consumers who are victims of fraud. It is a built-in part of XXXX predatory XXXX model. 
Further, Klarna has compartmentalized its fraud reporting to the point where it is impossible for a consumer to reach its fraud Department AT ALL. Klarnas CS reps can not talk to nor transfer you to anyone in Fraud nor ANYONE in ANY other department to deal with your fraud issue.

The CS agents can not take your supporting information or relay ANYTHING to the Fraud department.

These CS agents, however, ARE trained to mislead you, lie ( and this did happen to me on multiple occasions ) and to obtain as much personal demographic information that is not on the claim itself to use fraudulently later to deny your claim. Agents attempt to dissuade you from continuing to file your claim. In all reality, this is ALL the CS agents can do and it is another intentional roadblock Klarna has set up in its predatory policies. 
I have on XXXX occasions asked for my cumulative file and the information in it including names used and the amounts in question that are fraudulently applied to me. Klarna continues to try to get this money from my bank but was blocked. 
On all XXXX I was refused, even after I identified myself as a fraud victim. Instead Klarna continued to try to pull every piece of personal information it could from me knowing the file is fraud. 
Klarna asked me repeatedly for the information that was IN THE ACCOUNT. 
As I stated and restated OVER AND OVER AGAIN that I DO NOT and HAVE NEVER HAD an account with Klarna and in fact had never heard of it prior to this incident, it was IMPOSSIBLE for me to provide the information IN AN ACCOUNT I DO NOT OWN. 
Klarna continued to aggressively try to get my personal demographics saying they wanted to match me to my account. I again stated that it is IMPOSSIBLE as I DO NOT HAVE AN ACCOUNT. 
Klarna was SIMPLY FISHING for my XXXX, XXXX, etc. in order to either add it or to make claims that it matched and therefore it was my account as this is their go-to for denying claims they KNOW are valid and that this information is available to many on the internet or dark web for nearly every consumer at this point. 
Klarna 's response to the initial CFPB report was inaccurate and intended solely to close the claim.

I have discovered through Klarnas actions with me why they are considered a predatory lender. In fact, before Klarna answered the initial CFPB report they had closed the claim I made immediately and did nothing to attempt to inform me why or obtain any of the information I had to offer them. 
During the initial call Klarna refused to give me any way to submit supporting documents to the claim. I asked them multiple times if I could, as I had proof of the malicious attempts to obtain access to my email, phone etc. from multiple sources. Klarna said it would follow up with me. However, it did not- and in fact tried to remove the entire fraudulent charge at once from my account which XXXX  XXXX XXXX XXXX. 
I called Klarna approximately a week later and they informed me they had closed the case but gave me no reason. I had to demand multiple times- as in XXXX or more- to get an answer. That answer was that I had filed the case under the " wrong reason. This made NO SENSE as Klarna reopened the case the day prior ONLY AFTER XXXX  XXXX XXXX SENT THEM A DEMAND FOR INFORMATION. 
Klarna had ZERO intention of telling me anything about the case - and as of the date of this letter still has not. 
AGAIN, they have not asked for or given me ANY way to provide documentation to them. 
I have no idea what the status of this case is. 
I do not have an account, and they make it difficult to reach them. I PRESSED Klarna for nearly half an hour to provide me with the " reason '' for the same day immediate case closure. They finally said I had not given them the requested information during the case filing. 
THIS MADE NO SENSE. 
I asked what was the reason the case was filed under that was incorrect, and they stated that " no awareness of loan did not make purchase. '' ' This made no sense because the BOA filing was for the same reason- and they allowed it to be valid. This is ALSO what I filed under as it is true. 
Klarna had NO INTENTION of appropriately managing this case and was simply going to withdraw the funds, and now that they can not they still refuse to give me ANY INFORMATION regarding this fraudulent behavior. 
Klarna more than likely - and has been warned not to do so now will or plans to file something with credit agencies and attempt to " blackmail '' me into paying for fraudulent charges. 
This is predatory and sadistic in nature. 
Klarna is in violation of the FCRA as they WILL NOT provide me with information regarding a fraudulent account in my name. 
They are in violation of both state and federal FCRA statutes. 
I have asked Klarna on XXXX occasions now to provide me with the cumulative file on the case. They refuse. 
Klarna then demanded I give them the " loan information '' KNOWING IT IS FRAUD AND I DO NOT AND NEVER HAVE HAD IT. 
Klarna has on XXXX calls lied and made contradictory statements- including the name that is on the account. When asked, the rep stuttered, and then after saying the name XXXX several times during the call -took time to refer back to my stated name at the beginning of the call. 
I caught this and asked if my name was on the account. 
The rep said YES, the name you gave me is. 
I asked them to spell it, and they would not. I then asked over and over until the person admitted it was XXXX, not XXXX my legal name on the file. 
The agents attempted to tell me There is no way you did not do this it has all of your personal information. '' THIS IS THE EXCUSE THEY WILL USE TO TRY TO STRONGARM ME INTO PAYING A DEBT I NEVER MADE. 
They KNOW that tens of millions of Americans have all their info including names, XXXX, XXXX, phone number, emails, and addresses exposed through data breaches etc. I had the rep look up a Class Action for such things with millions of people in it BECAUSE I AM THE LEAD AND NAMED PLAINTIFF ON THE CASE. 
Despite Klarna knowing this they STILL have not done anything to end this fraud. To be the lead plaintiff in a large class with a major XXXX data provider I would have to have a SUBSTANTIAL number of VERIFIABLE damages and leaks. 
They know that. 
Klarna is XXXX. 
Klarna is aware of refusing me the information in the file is a BLATANT violation of the FCRA, and it is mandatory that they provide me with this information. 
The fact that they CONTINUE TO TRY TO PULL MONIES from my bank and have on at least two occasions I am aware of DID REMOVE FUNDS make it CLEAR they recognize me as the potential victim and are aware that the account holder of that bank account IS ME.

Yet they refuse to give me any information at all INCLUDING THE AMOUNT OF THE FRAUD OR EVEN THE NAME ON THE ACCOUNT.

What may be the MOST SIGNIFICANT AND DAMNING fact of this case is that even after double-digit phone calls and a request from my bank to cease and desist Klarna HAS NOT CLOSED THE ACCOUNT and has NO RESTRICTIONS ON IT WHATSOEVER.

THIS LEAVES ME OPEN TO CONTINUED FRAUD AND LOSSES.

Klarna OPENLY ADMITTED THIS on the most recent phone call and REFUSED to take ANY KIND of action on the account which I still do not even have an account number for fully aware that this is fraudulent.

It proves another predatory probably no other factor can better show it policy by Klarna.

I have DEMANDED Klarna close this account. They continue to associate with me for my financial protection but REFUSES to do so despite KNOWING I am a fraud victim.

Klarna then attempted to mislead me multiple times, again.

Again, and again when they address me reading the file they refer to me as XXXX. 
THIS IS THE FRAUDUALNT NAME ON THE ACCOUNT. 
When I ask for the name, the agents have on more than XXXX occasion taken SEVERAL minutes to reply while they went back to the beginning of the call, and I identified myself as XXXX XXXX my legal name. 
The agent then tried to deceive me saying the name on the account was the name you gave me at the beginning of the call. When I ask what that is they reply XXXX XXXX knowing this is TOTALLY FALSE. When confronted they become flustered and deny it. 
The most recent BLATANT lie was when I was told in order to get my file or any information regarding the claim I would have to have my attorney write to them. 
This is a falsehood and Klarna KNOWS this. When confronted with the ACTUAL facts that unless I have either retained an attorney and he has written a demand letter, or notified them that I am being represented, I do not have to have a lawyer do anything. Further, as a victim of fraud Klarna was MANDATED to provide me with the information in the file they continue to try to hold me financially responsible for. 
This is yet ANOTHER way the CS reps are trained to mislead victims intentionally in order to deprive them of their rights as consumers at the state and federal level and is once again predatory in nature, systematic, widespread, and done so with forethought to injure consumers. 
Klarna continues to deny me any access to the very information they try to hold me accountable for knowing it is fraud, while simultaneously not allowing me to provide ANY information to document my claim. I continue to ask for a portal, email, or fax to send this information to the XXXX department as a vulnerable and XXXX adult being taken advantage of, and the XXXX reps refuse to give it to me and readily admit they are told not to and have no way to do it. XXXX further will not, and can not, give you any information on how to reach fraud, request fraud to contact you and admit it is an issue for consumers. 
It makes no sense that Klarna will immediately close a case without informing them, but will not even allow that person to send proof they are not just a fraud victim - but XXXX already to be shown a victim of WIDESPREAD fraud and LIKELY that this will happen to them based on those incidents and leaks. 
Klarna is AWARE that I am the XXXX XXXX in a XXXX XXXX XXXX  against XXXX of the largest medical data providers in the country for leaking my information. 
I made Klarna aware of this after they said, It has to be you no one else could have your information. 
Not only is THAT a ridiculous argument, as nearly every American has been part of multiple data breaches and had that info exposed, IT IS THE ENTIRE BASIS KLARNA REPEATEDLY USES TO DENY CLAIMS IN MASS KNOWING THE CLAIMS ARE VALID. This is THE MOST COMMON WAY KLARNA CONTINUES TO OPERATE AS A PREDATORY ENTITY AND KNOWINGLY INJURE VICTIMS OF FRAUD. 
Klarna is aware that I am not only the XXXX XXXX  in that multi-million-dollar suit representing tens of millions of people, but also XXXX involving XXXX XXXX and a background check agency where my personal information was exposed and MIXED multiple times resulting in similar actions as they are dealing with. 
In other words, there is a DOCUMENTED history of this happening to me, evidence that the information is on the internet and dark web, and it is XXXX this will happen to me again. 
As stated before knowing all that Klarna STILL LEAVES THE ACCOUNT OPEN LEAVING ME VULNERABLE TO ADDITIONAL FRAUD. 
I have noted I have evidence of my email accounts repeatedly often hundreds of times a day attempting to be breached and XXXX that was suspended DURING THIS TIME PERIOD when the server detected possible fraud and my encrypted data was frozen on my phone ( as it was possibly cloned ) so it could not be utilized for additional fraud. 
Klarna WILL NOT ACCEPT ANY OF THIS PERTINENT DOCUMENTATION. 
This is important because Klarna attempted to obtain my personal info from me, as they are trained, to refute my claim with this kind of info, and in fact BOTH OF THOSE COMPROMISED EMAIL ACCOUNTS ARE WHAT THEY CLAIM TO BASE MOST OF THEIR REFUSAL ON. 
Yet they will not accept any documents showing these emails accounts were compromised and XXXX the claim as such. 
This is another systemic and predatory action. 
Klarna is AWARE that an CFPB claim was filed as evidenced by their response to it. Yet they deny that this was reported. The FCRA DOES NOT require a law enforcement agency be called especially when that agency will probably only file an incident report knowing it can not investigate with limited information- It ONLY requires a report be filed with EITHER such entity to the CFPB. Which, I have done. 
Once again, leaving Klarna in violation of the FCRA. 
XXXX next predatory step will be to file something with either a credit agency themselves or a collection agency in order to STRONGARM victims into paying a debt they know is fraud. This is a COMMON complaint and practice of predatory lenders. 
Klarna knows the credit damage that will occur doing this and does it anyway, but in fact it will extort and revictimize consumers using this tactic to force them to pay off Klarna to prevent things like being refused housing, loans, and affordable living. This is PREDATORY. 
I have provided the CFPB complaint number to Klarna despite the evidence they are fully aware of it through their misleading and fraudulent response. 
Klarna further was unable to provide a justifiable reason when asked why they closed the fraud claim immediately without investigation or notification. When I asked the question, it took several minutes for the XXXX agent to produce you did not file it under the correct category. 
To be CLEAR, consumers DO NOT ENTER A REASON INTO THE SYSTEM AT ANY TIME. 
EVER. 
When asked what category was it filed under the XXXX agent attempted to avoid the question. I continued to ask for several minutes, and they stated, you did not provide us with a reason for your claim. Of course, I not only challenged this, but pointed out I thoroughly explained that I never made the purchases, and it was fraud. 
Next the XXXX agent, continuing to avoid telling me the category, stated that I did not let them know how I discovered the fraud. 
Of COURSE I went on to not only tell them that I had told them EXACTLY how I discovered the fraud, but had offered them PROOF of why I missed the first charge initially, and of a coincidence that caused it as I had bought something from XXXX just a week to XXXX weeks prior and it cost relatively the same price as the initial fraudulent purchase. Thus, when I saw the charge, I thought it was the adjustment as I was overcharged and given a partial refund. FURTHER, the fraud, although apparently bought at Bed Bath and Beyond, was listed the same way as the XXXX purchase as the vendors in question ( I still have not been told definitively what vendor that is ) all share the same parent company. 
I offered my XXXX XXXX, emails with XXXX customer service, an invoice etc. to show how I mistook the initial fraud charge for my legitimate purchase further legitimizing my claim as when I noticed the second fraudulent charge shortly thereafter and did not recognize it was then when I BECAME AWARE OF FRAUD and went through my BANK STATEMENTS. 
That was HOW I DISCOVERED THE FRAUD AND WHEN I REPORTED IT. 
Also, I noted that Klarna HAD RESPONDED TO THE CFPB REPORT and that the report CONTAINED THIS VERY INFORMATION. 
Klarna simply had no TRUTHFUL information other than this was normal procedure to deny all claims initially and seek to recover the monies while the consumer thought it was still investigating often pulling the entirety of the loan balance at once causing overdrafts etc. and financially ruining victims of fraud even further through PREDATORY ACTIONS. 
I pressed on why the claim was closed and what WAS THE CATEGORY I misfiled under. 
This answer made EVEN LESS SENSE as I was finally told you filed under you did not make the charges, so we automatically closed it. 
That was EXACTLY what happened, and I filed the claim that way and the case was reopened by my bank FOR THE SAME REASON but not immediately closed because IT IS A BANK AND KLARNA WOULD HAVE GOTTEN CAUGHT. 
I was refused access to a supervisor again at that point. 
I once again have provided Klarna with the proper email I used for XXXX purchases, but this did not satisfy them as IT IS NOT THE EMAIL ON THE FRAUD. 
Klarna does not want this conflicting and clearly exculpatory information in the file. 
I provided Klarna with the XXXX number from XX/XX/year> ( XXXX ) for a purchase from XXXX. Klarna jumped on that and asked aggressively what form of payment did you use but then again became discouraged when the form XXXX DID NOT MATCH THE FORM USED FRAUDULENTLY ON THESE ACCOUNTS as I nearly ALWAYS use XXXX for these purchases. 
Once again, Klarna DOES NOT WANT THIS INFORMATION IN THE FILE. 
On XX/XX/XXXX I was told a data XXXX would be back in contact with me as well as someone from fraud but as stated neither happened and they closed the case immediately after I disconnected and instead Klarna tried to empty my bank account. 
I have been told this again on XXXX separate occasions since but have NEVER been able to talk to or send ANYTHING to support my claim with anyone on DATA or FRAUD at Klarna. 
I have offered as aforementioned proof of incursions into my email, phone etc., my actual XXXX  Account, past purchases, an FTC report number XXXX, information on current litigation I am involved in regarding data breaches, stolen information, similar issues in the recent past, other related theft that has occurred concurrently, etc. 
Klarna continues to deny me access to my file or accept proof or talk to me at all.