Consumer complaint received 2026-03-12 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: VA

Complaint narrative:
Here is what I sent their office : I am contacting you XXXX directly due to my ongoing back and forth with your unprofessional customer service department. I have never dealt with a customer service department that does not follow through, makes excuses, and is blatantly dishonest. I contacted your customer service department by chat, by phone, and by email several times and each time your customer service team claims they did not receive the requested documents and would close out my dispute. When I chatted with your customer service department I would attach the documents by chat during the conversation. I would also email the documents to your team with no response, or if they did respond, they would claim they did not receive the documents, but they would reply to the same email that the documents had been attached. What is more disturbing is that Klarna made a false claim to the Better Business Bureau stating that I failed to provide the requested documents when I emailed them and I have the proof. I can not understand why Klarna refused to help me, provide false information, ignored all my emails and documents and finally turned me over to an outside collection agency after failing to assist me. Klarna advertises the " Buyer Protection Policy '' which provides customers with the assurance that we will receive the goods we purchased or you will get your money back. The goods that I received were faulty and defective therefore, I did not receive the goods that I purchased. I emailed your customer service team the video from the mechanic shop, which 100 % proved my complaint and it was ignored. The only thing I wanted was for Klarna to investigate faulty and defective merchandise being sold to a customer and charge back the money so that I as a customer, did not have to pay for faulty and defective merchandise. Instead, Klarna used deceptive practices to avoid assisting me, and then I reported your company to the Better Business Bureau your company lied to stating you did not receive the requested information, when in fact you did, but chose to ignore it. Lastly, your company transferred my account to a collection agency after you refused to assist me. I am not sure how you may treat other customers, but this is wrong and disrespectful to me as a customer and this needs to be corrected immediately. I am requesting that you remove my account from XXXX XXXX XXXX and remove any derogatory collections from my credit report and review my attachments, which proves the negligence of your customer service department. The best solution for my pain and stress of this matter from XX/XX/XXXX, it for your office to forgive the balance due of {$540.00} from my account. This is the least you can do since I have been trying to get this resolved since XXXX, your customer service department failed to assist, and your office violated my rights, by turning my account over to a collection agency without addressing my dispute. This has been painful, stressful, and affecting my health. I am providing you with documents which show how many times I have emailed your office the requested information and your team failed to assist : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX ( XXXX XXXX XXXX contained a video and was too large to send as one- see attachments ) XX/XX/XXXX XXXX requesting a response from my attachments

Company response to consumer: Closed with monetary relief