Consumer complaint received 2024-12-18 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: Klarna AB
State: CA

Complaint narrative:
Initially I started a dispute with Klarna on XX/XX/2024 about a purchase that was made on my account which stores my debit card on there as a form of payment for an item at XXXX XXXX. My phone was lost/stolen a few days prior to that purchase being made. How I found out was after being able to get another cellular device and creating new passwords for everything I had in the cellular device. At I didnt notice anything out of the ordinary but then I received a notification from Klarna that a {$180.00} payment was due for a gaming monitor that cost {$1700.00}. I DID NOT MAKE THAT PURCHASE NOR DID I AUTHORIZE IT, I found out that this XXXX XXXX is located in XXXX XXXX CA, I live in XXXX CA, thats XXXX cities in XXXX different directions. Thats when I immediately started that initial dispute and a little over a week later on XX/XX/2024 I received an email from Klarna ( I HAVE PROOF OF THIS EMAIL ) stating that the result of the Dispute/Investigation was that I will not be held liable for the purchase or payments on the order and that I would be refunded for any payments made from my debit card towards that order. That did not reflect on the Klarna app so on the same day XX/XX/2024 I spoke with a Klarna Customer Support Agent via Live text Chat explaining my issue. The Agent ask me all the same questions I initially answered the day I started the dispute and I provided all information that was asked for. The Agent said that a another dispute would be opened and due payments on that order will be paused but he disregarded me saying I have proof of the email stating that Im not liable. The next day XX/XX/2024 I received an email from Klarna stating I was liable without giving me any opportunity to provide proof of them saying I was not liable which was very upsetting and unfair. The same day I called and spoke with a Klarna XXXX XXXX XXXX on the phone and explained everything that I had been dealing with including the proof of the email that I have that shows Klarna stating that I will not be held liable. The agent said that he would create a dispute and put a pause on the payments again for XXXX and that Klarna will email me a link to provide evidence I have. I asked the agent If I have proof of the initial email Klarna sent stating that I will not be held liable and be refunded, does Klarna have to honor that?, he then replied Yes you will be liable for all emails you receive., I then replied thats not what I asked you and I repeated the question in slower tone and he replied Yes Klarna will have to honor that email if you provide proof of it. Klarna records all call between agents and customers so thats why I asked him that. Today I received an email from Klarna stating that I am liable. I want to be clear that Klarna never sent me an email with a link that wouldve allowed me access to submit proof of the initial email that sent me stating I was not liable, and not I believe they are trying to avoid honoring that email and wont acknowledge the proof I have. Once again Its not fair and very upsetting.

Company response to consumer: Closed with explanation