Consumer complaint received 2024-05-22
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: Klarna AB (ID)

Hi, I placed an online order with XXXX  XXXX for an XXXX spot treatment device back on XX/XX/24. When I used the item, I noticed it had a very dangerous defect it was getting incredibly hot to the point I couldn't keep it against my skin and use it for the full XXXX treatment. I contacted the company about this on XX/XX/24 and they don't accept returns on used products and were telling my I had to pay to ship the item back etc. I refused to do so as the device was brand new, had only been in my hands for a few days, and would've cost me easily half or more of the purchase cost to ship back with a tracking # and insurance. I filed a dispute with XXXX regarding this purchase with a lot of evidence. I use XXXX  as it allows me to shop online without the fear of data breaches or having an account compromised and having money stolen from me, which has been an issue I've dealt with several times in the past. On XX/XX/24 XXXX  got back to me stating they approved my dispute and initiated a chargeback. As of today XX/XX/24 I haven't gotten my {$36.00} back as the dispute still shows as " chargeback pending ''. When I placed this online order, I checked out with Klarna simply to earn points. I paid for the order in full at the time of purchase. Klarna offers multiple payment options : pay now, pay in 30 days, pay in XXXX payments, etc. I didn't " buy now and pay later '', I chose to pay now at the time of checkout, which per Klarna 's description is this : " Pay instantly with your debit or credit card and stay in full control of your expenses. '' However, after XXXX  approved the dispute on XX/XX/24 Klarna decided to say that I now owe them {$36.00} for the order. For what? They never paid for the item, I paid for it, and I haven't been refunded so why would I pay for this item twice? I contacted Klarna about this on XX/XX/24. I spoke to an agent over chat ( XXXX ) and 1 or 2 agents on the phone. They kept arguing that Klarna paid for the item, not me, and that I owed them this money. I gave them multiple screenshots proving I paid for the item : XXXX XXXX order confirmation email, Klarna 's order confirmation email, a screenshot of the transaction in XXXX XXXX app, and a screenshot of the transaction from my online bank statement. Today, XX/XX/24, I got a notification from Klarna that " more info is needed ''. Same chat rep as before ( XXXX ) telling me the same nonsense that I owe them money and I need to give them further proof this time asking for my entire bank statement from XXXX. I refused to give them that as that is private and they don't have a right to see that info. That would show them every purchase, deposit, withdrawal, and my checking account balance. I gave them proof from XXXX XXXX  site showing the chargeback is still pending as of today XX/XX/24 but of course that wasn't good enough. What Klarna is doing is straight up fraud. They can't claim to have returned my money when they didn't, and then tell me I owe them money I never owed them to begin with. I'm done talking in circles and being gaslit and lied to. I'm going to attach my proof of purchase and any pertinent screenshots of messages with XXXX  and Klarna. Unfortunately, I can't view my entire conversation with XXXX on XX/XX/24. I will number the screenshots with Klarna so they can be viewed in order and will provide screenshots of every message available to me ( I'm the grey messages, XXXX from Klarna is the white messages ). Klarna screenshots 1-6 were from XX/XX/24, Klarna screenshots 7-18 were from XX/XX/24. I also have the call from XX/XX/24 recorded that I'll provide as well.