Consumer complaint received 2026-05-03 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Klarna AB
State: TX

Complaint narrative:
I made a purchase of XXXX items through Klarna with the company XXXX on XX/XX/year> and attempted to return XXXX item that was damaged on XX/XX/year>. XXXX refuses to refund me and says the item was final sale which it was not. I then had to open a claim with Klarna, disputing the amount of {$240.00} for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX that I returned immediately after receiving the item. They received it back on XX/XX/year>. The item arrived damaged, so as soon as I opened it I closed it and returned it. I provided a photo of the damaged item showing the corrosion on the metal logo and a photo of the size XXXX tag that went with that item. The seller received it back promptly and still has it in their possession. SSENSEs claim that the item I returned was final sale is false. The item that was final sale was the other item I purchased, the XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX that I still have in my possession. I provided photos of that item as well. The seller is trying to say that I returned the XXXX item when that clearly is not possible or I would not have been able to provide photo evidence that I still have the size XXXX in my possession. My return request was to return the size XXXX and that is the size I sent. Their return portal would not even let you choose a final sale item to return. I have reported SSENSE for fraud and breach of contract to the FBI, the FTC, and the Attorney General. I provided those reports. The seller is blatantly committing fraud and trying to convince me that I returned the wrong item which makes absolutely no sense when I still have the item they are accusing me of returning. For some reason every time I submit my claim Klarna is automatically denying it because seller said it is final sale. If they would review the items I have submitted they would see how the claim should be approved because I could not have returned the final sale item if I still have it in my possession and can take photos of it to prove it. Their buyer protection covers both the seller not refunding after returning, damaged items, and false advertising and this seller did all XXXX. So Im not sure why they keep denying my claim. I submitted XXXX claims since XXXX and it took them until now to say that they are still denying it and that I can not dispute the claim again. I am happy to pay the price of the size XXXX final sale item that I still have in my possession, but I refuse to pay for the damaged size XXXX that I have returned and that the company still has at this time. I have tried working this out with XXXX. They refuse to escalate me to a supervisor and have been gaslighting me throughout. With Klarna, it seems like when a customer has an issue, they have to pull teeth to get it resolved. If I use a different platform like XXXX, XXXX, or my XXXX, this would never be the case. Klarnas claims process is one of the most frustrating things I have ever experienced and the lack of customer service has really disappointed me. I hope to get this resolved so I can close my account with Klarna and not let it affect my credit.

Company response to consumer: Closed with explanation