Consumer complaint received 2026-03-30 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem when making payments — 
Company: Klarna AB
State: TX

Complaint narrative:
I am filing a complaint against Klarna regarding a Buy Now, Pay Later transaction connected to a purchase from XXXX XXXX XXXX in the amount of approximately {$5000.00}. On or around XX/XX/XXXX, I entered into this agreement and financed the purchase through Klarna. This transaction involved custom portrait goods that require customer approval before production. I signed the agreement before seeing any finalized images, relying on representations that the images would be professionally edited and meet certain quality standards. On or around XX/XX/XXXX, I received the images and determined that they did not meet the represented standards. The editing was inconsistent, and at least one image in the edited album appeared unedited. Due to these issues, I did not approve the images for production or printing and explicitly communicated that I did not authorize printing or shipment. I requested cancellation of the order prior to any production. Between XX/XX/XXXX and XX/XX/XXXX, I sent multiple communications to the merchant clearly stating that I did not approve the product, did not authorize printing or shipment, and was withdrawing from the transaction. Despite this, the merchant later claimed the sale was final and represented to Klarna that the goods were delivered. As of today, I have not received any physical product. Since XX/XX/XXXX, I have repeatedly requested from both the merchant and Klarna the following : Tracking number Carrier information Delivery confirmation Proof of delivery to my address Neither Klarna nor the merchant has provided this information. I have given Klarna more than sufficient time and multiple opportunities to provide verifiable delivery evidence and properly investigate this matter. Klarna has failed to do so and has instead relied on unsupported statements that valid proof exists without providing any substantiation. Klarna has stated that the merchant provided proof of delivery and that documentation was signed. However, no tracking number, carrier, delivery confirmation, or verifiable proof of delivery has been provided to me. I have requested this information multiple times, and Klarna has not provided it. Additionally, Klarna has failed to address the central issue that this product required approval before production. I never approved any images and explicitly withdrew authorization prior to any printing or shipment. Klarna has not demonstrated that approval was ever given before accepting the merchants claim of delivery. During the dispute process, Klarna initially paused my payments but later reactivated them while the issue remained unresolved, resulting in a significant balance becoming due within a short period of time. I was required to file additional complaints to have payments paused again. This reflects inconsistent and improper handling of a disputed transaction. The merchant has not maintained communication regarding this order. I have not received any shipping confirmation, tracking information, or delivery updates, and my attempts to obtain this information have gone unanswered for several months. I also attempted to resolve this matter directly with the merchant and filed a complaint with the XXXX XXXX XXXX The merchant did not respond. Klarna is relying on the merchants final sale contract language ; however, this is not a refund request. This is a dispute regarding goods not produced or delivered. Because approval was required and never given, the product should not have been produced or shipped. Klarnas conclusion relies on unverified and undisclosed information from the merchant rather than confirmed delivery evidence. It is unreasonable and improper to hold me financially responsible for goods I have not received and for which no verifiable delivery proof has been provided. This situation has caused ongoing stress and concern due to the size of the financial obligation and the prolonged failure to resolve this issue despite my repeated efforts. I am formally disputing this charge and require the following actions : Immediate removal of the full balance associated with this transaction Permanent cessation of all payment obligations related to this order Written confirmation that I am not financially responsible for this charge Assurance that this matter will not negatively impact my credit Klarna has not provided sufficient evidence to support its determination. This charge must be removed.

Company response to consumer: Closed with explanation