Consumer complaint received 2025-05-11 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem when making payments — 
Company: Klarna AB
State: AZ

Complaint narrative:
I am a good customer with Klarna, I have always paid on time, never missed a payment, and I do a lot of business with them. Until recently. I started getting denials for " pay in XXXX '' due to past due payments, but I didn't have any past due payments and I wasn't late on any payments and everything was on XXXX. I spoke to multiple representatives who told me that it was actually because a payment was processing via a Bank account which can take longer to process, and that It just hadnt completed yet, and once it completes processing, I can use Klarna again. That payment finally completed 9 days later. I tried Klarna again, and was still getting a denial. I spoke to another representative that said it was because of the balance. I told him the balance isnt high, I am still approved up to a specific amount, and everything is set up on auto pay. He argued with me for several minutes, and I finally escalated the issue. A supervisor reached out and said it was because of the pending payments. I told the supervisor the pending payment was completed, and the other payments are not even due yet. I finally was able to use Klarna again when I switched the payment method to my bank account instead of my debit card. I told him about this glitch, and I also told him that the " denial '' reason was due to past due payments, but I do not have any past due payments, so there is conflicting information here. That supervisor still has not explained why that is happening. Then today, I went to try and use Klarna again, and it asked me to upload my ID and video of my face to confirm my identity. I did both things, and it said my last name didnt match my ID. It then connected me to customer service, and I was asked to send a marriage certificate over an unsecured chat. After much hesitation, I sent it to them. I asked if there was another secure portal that I could send it through and they said no and then promised to delete the documents after the chat closes. I only had their word to go off of. After sending a secured document over their non-secured chat, the representative then said, " oh yeah, sorry I cant change it because the account name is listed as XXXX XXXX '' ( my maiden name was abbreviated ) despite me sending a sensitive documents to them to prove my identity. I told her I dont know why my maiden name is abbreviated because I dont ever abbreviate my last name, but I just sent my marriage certificate, uploaded my ID and sent a video of my face. I have also had this Klarna account for literally years and I offered to upload additional documentation to confirm my identity. She argued with me for almost XXXX minutes and was completely unwilling to help, and she told me I could not use my account until I pay everything off which could be months. I asked for a supervisor, and she said she cant do that. She was dismissive and rude. It wasnt until I finally said " but all of my payment methods are tied to my legal married last name, and the account needs to be updated regardless, to match the name on all of my payment methods. So Klarna has no issue taking payment from my payment method that has my legal last name, but is unwilling to update my account to match the name on my payment methods, due to an abbreviation that Klarna did? thats a security issue in and of itself ''. She finally asked me to reupload my ID to the chat, told me to hold on for a few moments. She came back and said a supervisor approved her changing the last name on the account ( After telling me for several minutes that she didnt have that ability ). So, she could have done it the entire time and wasted XXXX minutes of my time instead.

Company response to consumer: Closed with explanation