Consumer complaint received 2025-06-04 00:00:00
Product: Credit reporting or other personal consumer reports — Other personal consumer report
Issue: Identity theft protection or other monitoring services — Didn't receive services that were advertised
Company: Klarna AB
State: NC

Complaint narrative:
I purchased a digital service from XXXX XXXX XXXX XXXX using Klarna. The key promised componentpost-program supportwas never provided despite repeated attempts to resolve this with the merchant. Klarna denied my dispute even though I submitted documented proof. As a result, I am being held financially responsible for a product/service that was not fulfilled, and this is now impacting my credit and finances. I am requesting the CFPB to intervene and require Klarna to remove this transaction from my financial obligation and/or credit reporting. 

XXXX. Why the Service is Faulty This service is faulty as it was not delivered as promised. I enrolled in a XXXX XXXX XXXX in XX/XX/year>. This program included post-intensive support to help participants complete their funnelssupport that myself and several members of the original cohort have yet to receive, despite our patience and repeated follow-ups over the past few months. 

The post-intensive support was never provided, even after multiple good faith attempts from myself and others ( seen in images below ). We were consistently met with no response and when we did hear back, it was vague and led to no resolution. 

While we were being ignored, the team promoted multiple new intensives while ignoring the unmet obligations owed to previous paying customers.. This is not a matter of dissatisfactionit is a clear case of services being withheld. 

Almost immediately after submitting my dispute with Klarna ( nearly 4 months after the intensive ) Runway Billionaire 's team coincidently started taking initiative on our funnels -- requesting us to fill out forms, and join last minute calls. At this point I had already paid someone else to complete my funnel as a result of services not being fulfilled. 



2. Proof Supporting My Claim I have attached the following documentation to support this dispute : Video recordings from the merchant advertising the full scope of services, including post-intensive support My formal refund request and the merchants lack of response Communication from others in the same cohort with similar unresolved experiences Proof I paid someone else to complete my funnel These materials show beyond doubt that I did not receive the full services that were advertised and paid for. I trusted this merchant, fulfilled my obligations as a customer, and attempted to resolve this issue directly, but was ultimately ignored and strung along for months.

3. Preferred Solution I am requesting a full refund for the installments I have paid and removal of all financial obligations to Klarna for the remaining to this transaction. 

The merchant, XXXX XXXX XXXX XXXX, failed to deliver the full service that was clearly promised at the time of purchase. While the live portion of the program was held, the post-intensive supportwhich was an essential part of the offerwas not provided, despite multiple documented attempts by myself and others to receive it over the course of several months. 

Only after I filed this dispute with Klarna did the merchant suddenly begin attempting to take action, which clearly appears to be an attempt to salvage their position after failing to meet the terms of the agreement. By that time, I had already incurred additional expenses and paid out of pocket to have someone else complete the services I was originally promised. This last-minute attempt does not negate months of neglect, lack of communication, and unmet obligations. 

I should not be required to pay Klarna in installments for a service that was withheld for nearly four months, and ultimately forced me to seek third-party help. This is a clear case of non-fulfillment of services, and I respectfully request that Klarna refund the full amount and release me from any further payments as the service has not been fulfilled. 



I appreciate your thorough review and fair handling of this dispute. Please let me know if any additional documentation is needed.

Company response to consumer: Closed with explanation