Consumer complaint received 2024-11-26 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Klarna AB
State: NY

Complaint narrative:
I've tried to dispute two separate transaction with Klarna. Both transactions were purchases made in-store using a one-time card and later returned to in-store. The first purchase was with XXXXXXXX XXXX on XX/XX/year> ( Klarna ID # XXXX ). I returned this purchase on XX/XX/XXXX and notified Klarna of the return in the Klarna app on XX/XX/XXXX. I received an email from the XXXX, on the Dispute Resolution team on XX/XX/XXXX, requesting information, which I provided. I received another email requesting additional information, which again I provided. After providing the requested information, including the purchase receipt and return receipt, I received an email stating " Because we did not receive valid information as requested, we have now reactivated your statement for payment. '' I responded stating that I provided all requested information. I then received a response from XXXX stating " Our records indicate that the store has refunded an amount of {$89.00} which we believe is related to the items you initially reported a problem with. '' XXXX then contradicted herself by stating I had an outstanding balance. I responded to XXXX, pointing out the discrepancy and did not receive a response. 

The second transaction was an in-store XXXX purchase on XX/XX/year> ( Klarna ID # XXXX ). I returned the purchase in-store on XX/XX/XXXX. I did not report this return in the Klarna app because of difficulties with I was experiencing with the XXXXXXXX XXXX purchase. Instead, on XX/XX/XXXX, I wrote a lengthy email to the Dispute Resolution email address, disputing both the XXXXXXXX XXXX XXXX XXXX transactions. My email included proof of purchases and returns, as well as a spreadsheet of all Klarna transactions from XX/XX/XXXX to XX/XX/XXXX. My email indicated that I should not be charged for items that I returned and that the email was my last attempt to resolve the issue before contacting my bank and the FTC. I did not receive a response from Klarna. 

On XX/XX/XXXX, I contacted my bank to dispute the payments taken out of my account for the XXXX XXXX  and XXXX Klarna plans, which was a total of four transactions ( two per plan ). My bank account was credited for the four payments. After receiving the chargebacks, Klarna increased my plan payment amounts to recover the disputed amounts. On XX/XX/XXXX, I contacted my bank again to dispute three Klarna debits for the XXXX transaction. My bank account was credit for the three payments. 

On XX/XX/XXXX, I noticed that my Klarna spending limit was reduced to {$0.00} and there was a note on my account indicating that I had a debt in collections. I contacted Klarna customer service in the app and was informed that my the XXXX plan was in debt collections. I questioned that information because in the Klarna app, the XXXX purchase indicates that it is paid and that I received refunds. XXXX XXXX, a customer service representative informed me that I received a refund of {$99.00} on that day. I checked with my bank and I did not receive a {$99.00} refund. When I asked more questions, XXXX transferred me to an XXXX XXXX, XXXX, however in the chat, they said their name is XXXX. XXXX informed me that I received XXXX payment refunds to my Klarna balance, which is not true. XXXX also informed me that there was a chargeback of {$99.00} and recommended that I contact my bank to see if the chargeback could be reversed. 

According to my Klarna account, the {$99.00} payment was taken on XX/XX/XXXX, however, I have no record of that payment in my bank account. I also have no record of the XX/XX/XXXX refund. I told XXXX that I felt my account was being held hostage to force me to reverse a chargeback. I have yet to receive a resolution and I have no idea which collection agency this alleged {$99.00} debt was sent to. 

The original purchase amount for XXXX purchase was {$99.00}. To date, my XXXX payment plan on the Klarna app reflects {$240.00} in payments, {$270.00} in refunds to my bank, and {$24.00} refunded to my Klarna balance. However, according to my bank statements, I made {$140.00} in payments and from XX/XX/XXXX to XX/XX/XXXX, {$140.00} was credit to my bank account from the charge backs. On XX/XX/XXXX, Klarna refunded {$25.00} to my bank account. In the app, Klarna inaccurately recorded refund amounts and dates that coincide with the chargebacks from my bank. 

The original purchase amount for the XXXX XXXX purchase was {$91.00}. To date, my XXXXXXXX XXXX payment plan on the Klarna app reflects {$160.00} in payments, {$93.00} refunded to my bank, and {$22.00} refunded to my Klarna balance. However, according to my bank statements, I made {$130.00} in payments and on XX/XX/XXXX, my bank account was credited {$46.00} from chargebacks. On XX/XX/XXXX, I received a refund to my bank account in the amount of {$24.00}. There is an outstanding refund balance of {$44.00} for the XXXX XXXX purchase. 

Given the circumstances surrounding the XXXX purchase, I fear that if I dispute the outstanding XXXX balance, another plan will be sent to debt collections. Instead of investigating my dispute, Klarna consistently blamed XXXX and XXXX, directing me to call those companies to inquire about the status of my refunds. The company ignored the fact that the issue was with their accounting when XXXX is used for instore purchases because XXXX creates a new card number for safety reasons. Klarna should be penalized for charging me amounts in excess of both of the original purchase amounts, willfully misrepresenting of amounts, payment dates, and refund dates, sending my account to debt collections, holding my account hostage in an attempt to coerce me into reversing a valid chargeback.

Company response to consumer: Closed with explanation