Consumer complaint received 2025-03-20 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Klarna AB
State: NC

Complaint narrative:
On XX/XX/XXXX I made a purchase from an online clothing vendor called XXXX with my Klarna account ( order reference XXXX ). I purchased 4 items. After a month went by I hadnt received my items still I reached out to the vendor and didnt get a response. When I finally received my items over a month later they were not the correct sizes or right items. And I still hadnt received one of the items. I sent back the other items and notified the vendor that I still hadnt received the other. I wasnt getting any responses back from the vendor so I notified Klarna. They put my remaining payment ( {$89.00} ) on hold while they tried to reach out to the vendor as well. I sent screenshots and emails to Klarnas customer service team, as they requested, in order to prove that I had tried to contact the vendor without success. The team at Klarna was also unable to get in contact with the vendor after multiple attempts. The last email that I had from that original request was that it was to be sent to an escalations department to see if they could try and rectify. Months later I contacted Klarna support again because it still hadn't been handled and they had started attempts to collect the remaining funds. I was requested to send proof of return, which I sent. It was around this time that XXXX website was taken down and emails started bouncing back. 

I have gone back and forth with Klarna since then. I have almost a XXXX different times in which I have reached out to Klarna in the attempt to rectify my account. They have asked me to reach out to a company that does not exist and hasnt existed for years now, which they know because the account referenced now says XXXX. A vendor I have never done business with. They have asked me to dispute with my bank, which doesnt make sense because I paid with Klarna XXXX The {$89.00} has since been forwarded to a collections agency, XXXX XXXX. The last few conversations with Klarna have said they cant do anything because the account is no longer with them. However when i contacted XXXX XXXX they said different. I was told that Klarna can at any moment pull the debt back, remove it from collections, at which point they can fix it on their end. In XXXX of XXXX, I finally was able to get on a call with XXXX and Klarna supervisor to get this resolved. During the conversation it was clarified between all parties involved that Klarna would be removing the account from the collection department. Then Klarna would remove the amount owed. This is all on a recorded conversation with the collection agency. After a few weeks went by and nothing was done I reached back out to Klarna and was told the debt was with a collections agency and there was nothing that they could do. We were back at square one. 

At this point it has been a lot of back and forth for years now, I keep saying the same thing and sending the same information. I refuse to go another year dealing with this. They have already agreed to remove the debt ( {$89.00} ) and are now back tracking on the previous arrangement. Per Klarnas Buyer Protectionpolicy, if an item is not received there are protections in place that would provide a refund. In this case I should have been provided a fullrefund for the order. I wasnt even asking for a refund, just to have the remaining payment ( {$89.00} ) removed so that I can use my account again. This was never done. The vendor never sent me my products and kept the money. Per their Buyer Protection Policy, I am entitled to a refund of the amount that I paid for the missing items.Now I would like a full refund of the cost of the missing items ( {$170.00} ).

Im beyond disappointed in the lack of any type of support from Klarna and the time it has taken to fix this. This should have been taken care of back when it happened when they realized the company was closed down without sending me my product.

Company response to consumer: Closed with explanation