Consumer complaint received 2026-02-18 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Klarna AB
State: CT

Complaint narrative:
I am writing to formally dispute the charge of {$2100.00} from KlarnaXXXX for a laptop purchased on XX/XX/year> ( Order # XXXX ). 

This is a recurring monthly charge, and I am requesting that the payments be paused until a fair resolution is provided. 

Background and Chronology : XXXX received a defective laptop, with a muffled left speaker issue, immediately upon delivery. 
-I contacted Klarna/XXXX and followed their instructions to contact XXXX phone support . XXXX confirmed the defect but stated they can not exchange the laptop because it was purchased through Klarna. XXXX offered only the option to schedule an appointment at an XXXX XXXX to have the device looked at, which is not feasible due to my location and lack of transportation. I informed XXXX that this is a brand-new laptop, under warranty, and intended for long-term use. Because the laptop was defective from the moment I turned it on, I can not risk keeping it, as additional problems could arise over time. 
XXXX provided a Case ID : XXXX and instructed me to contact Klarna/XXXX for a resolution. They also noted that assistance from the reseller is available within 30 days of delivery. My request to Klarna was made well within this 30-day window. 
-Klarna/XXXX initially refused to provide any replacement. Only after I indicated that I would escalate legally did they offer a return option. They demanded the laptop be returned the next day via XXXX ( XX/XX/year>, XXXX PM ). 
-Realizing an immediate return was impossible, I emailed Klarna stating I would return it in 710 days. I later realized that even this timeframe is impossible because : I rely on this laptop for school and work. I do not have the funds to purchase a replacement laptop. The laptop contains critical personal and academic data. 
-I am unable to return the laptop without a replacement because it contains essential personal and academic data and is my primary device for school and work. Klarna has refused to ship a replacement. 
-I have paused payments through my bank until a replacement is provided, as the charges are for a defective product and Klarna has refused reasonable remedies. 
-Klarna did not clearly disclose their no replacement policy on the product page or in any prominent place. A search for XXXX Klarna replacement laptop yields no mention of this restriction, making it effectively hidden. Had I known that defective laptops could not be replaced, I would not have purchased from this company. 

Action Requested : -I am formally requesting that XXXX XXXX XXXX : -Dispute the charges from Klarna/XXXX for the {$2100.00} recurring monthly payments until a replacement is provided. 
-Ensure no adverse credit reporting, late fees, or collections occur during this dispute. 
-Accept the enclosed email chain and documentation as evidence of the defective product, my attempts to resolve with Klarna XXXX and their refusal to provide a reasonable solution.

Company response to consumer: Closed with explanation