Consumer complaint received 2026-02-03 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: TX

Complaint narrative:
On XX/XX/year> at XXXX I went to the XXXX website and ordered an item off of that site. When it was time to pay, I chose to pay using Klarna. When I hit the submit button, an error message popped up saying to try again later. I logged out of my XXXX account and logged back in to see if the charge had processed. It had not so I re-ordered the same item. I had no issues and when I went to pay through Klarna, everything processed fine. The next day, XX/XX/year>, I logged onto my Klarna account to see when my first payment would be due. I noticed two charges on my account. One was the first order with XXXX that contained the error message. ( Klarna order reference XXXX ) for a total of {$80.00} including tax. At the top it read, " When XXXX processes your order, your payment plan will start. '' The second order, where I had no issues with also showed ( XXXX XX/XX/year> XXXX ( Klarna order reference XXXX for {$78.00} ). I am not sure why the amounts are different as I am not disputing that. I immediately emailed XXXX and asked them if I had purchased a duplicate item and explained the error to XXXX. They responded and said they did NOT receive a duplicate order and only one item was processed and that I should wait a few days and once Klarna sees that I did not buy 2 of the same items, they would " drop '' the other fees and it would disappear off of my account. Today is XX/XX/year> and the pending order is still showing on my Klarna account. I contacted customer service and explained all of this to Klarna and also sent over emails as proof that I had been in contact with XXXX. XXXX told me to resolve the issue with Klarna as it is a Klarna billing issue. When I told Klarna this, they said to contact XXXX and give them a code ( it was provided to me in the chat with Klarna customer service ) and to tell them to look up the code and to send me a screenshot of the specific order and all information showing it was not processed and then to send a screenshot to Klarna and they would then delete the " pending charges ''. I explained this to XXXX again and was told they did not double charge me and have no history of a double order so I needed to take it up with Klarna. I showed Klarna all of this but there has been little to no help. Klarna told me to understand that proper procedures must be followed to fix the error and my only way to fix this basically was to get XXXX to send over the email as stated above. In the meantime, I have a payment coming up due on XX/XX/year> for the " pending '' order that I never received as explained above, there was an error when ordering and that order never made it to XXXX nor was I issued a duplicate item. I do not want my credit to be ruined because of this error. I do not know how else to fix this situation so I am escalating it to you for assistance please. Please note that my Klarna account is under my married name of XXXX XXXX. My maiden name with your company is XXXX XXXX.

Company response to consumer: Closed with explanation