Consumer complaint received 2024-12-04 00:00:00
Product: Prepaid card — Gift card
Issue: Problem getting a card or closing an account — Trouble getting a working replacement card
Company: Klarna AB
State: AR

Complaint narrative:
Klarna Inc . 
XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XX/XX/XXXX Re : XXXX XXXX XXXX purchased on XX/XX/XXXX order XXXX XXXXXXXX Klarna : I have had an utterly horrible experience with Klarna and will never use the service again. Up until this point, I have been a good customer. I purchased a gift card on XX/XX/XXXX for my daughter from XXXX via Klarna. The card was sent to the wrong phone number. I gave the area code of XXXX incorrectly. I immediately caught the error and have tried to remedy it. I guess I just willingly donated {$500.00} to you. I have been tossed back and forth with poor customer service from both Klarna and XXXX. XXXX can not help me as I do not have their order number, only Klarnas. They show no proof of purchase or any record I bought a gift card on XX/XX/XXXX. 

Further complicating this issue, is that I changed my email address on Klarna, as the old email address of XXXX is no longer used. I mistakenly thought with all the same information all my account information would segue over to my new email address of XXXX. I have opened a case with you stating the services were not received, you closed it out without any investigation and immediately requested payments to resume. I did not know this because of the email issue and all communication going to an email address I no longer have. 

It wasnt until I received a letter in the mail today that I knew there was a problem. Which by the way was dated the 23rd, and I just received it today the 30th, and the letter requested I pay this by the 27th. Really, over a holiday you expected it to get to me in time to make that deadline, and pay it four days later from the date you printed it? I immediately went online and paid the bill. I was told by several customer service representatives ; they can no longer help me that I am at collection even though I paid the bill today and your system allowed me to, and then I was still contacted via email by XXXX, asking me to pay an additional {$39.00} for interest on top of the {$500.00} that I paid directly to Klarna, and they were of no help to get the card reissued, instead just referred me to the same terrible customer service loop that I have been in since XXXX. Of which I called numerous times and emailed, and they tell me they can not talk to me because it is in collection, or that I just need to call XXXX. XXXX can not verify anything on this card, with out a card number XXXX NO ONE has tried to explain how I can have this card reissued, not Klarna, not Target. 

I simply want the card reissued. Klarna gives no avenue to check the status of the card with the third party in this case, XXXX, as I have no card number or order number that is theirs. You can check on this card and clearly see it has not been used, and it was never issued to the intended recipient. I have been in this nightmare loop between outsourced customer service since XX/XX/XXXX, of which should be strongly encouraged and trained to use critical thinking skills and not just capitulate to what is in their script. 

At this point all I can do to recuperate the card, is to file a complaint with Klarna of which I have, and the Consumer Financial Protection Bureau. Please resolve this. This is ridiculous for this to come to this, and their customer service seems incapable of using any free-thinking skills. You can see by my long record and payment history, I was a good customer, and that there were mitigating circumstances on this purchase. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation