{"id":"klarna","page":"https://escalate.alexgaoth.com/#/c/klarna","html":"https://escalate.alexgaoth.com/c/klarna/","generated":"2026-10-15","company":{"id":"klarna","name":"Klarna","aliases":["klarna inc","klarna ab","klarna pay in 4","klarna card","pay later with klarna","klarna financing"],"sector":"payments","parent":"Klarna Group plc","website":"https://www.klarna.com/us/","official_domains":["klarna.com"],"security":{"never_asks":[{"kind":"policy","claim":"Klarna says that if a message is not in your Klarna Inbox, it did not come from Klarna.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Klarna describes phishing by SMS, email and WhatsApp, fraudulent URLs, and phone calls that impersonate a bank with claims, threats or requests for sensitive information.","source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scam messages push urgent action, threaten consequences such as account deactivation, link to sites that do not match Klarna's, and ask for one-time passwords and payment details.","source":"https://www.klarna.com/us/help/fraud-and-security/how-do-i-report-a-phishing-or-scam-attempt/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Klarna (monitored only, no reply)","value":"phishing@klarna.com","purposes":["fraud"],"source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"id":"phishing-form","type":"web_form","label":"Report a suspicious email or website to Klarna's security team","value":"https://www.klarna.com/us/phishing-and-scams/","purposes":["fraud"],"access":"open","notes":"Klarna says to use this form only for phishing; for account help contact Customer Service.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}]},"regulators":["cfpb","ftc"],"notes":"Klarna Inc. (Columbus, Ohio) is the lender for Pay in 4 (Klarna Nevada for Nevada borrowers). The Klarna credit card and Pay over time financing are issued by WebBank, a Utah state-chartered bank (FDIC BankFind cert 34404). CFPB complaint data lists the company as \"Klarna AB\". Upgrade financing is closed to new purchases since May 13, 2026.","channels":[{"id":"customer-service-phone","type":"phone","label":"Klarna Customer Service","value":"+1-888-518-2771","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","notes":"The Pay in 4 agreement gives Monday-Friday 8:00 AM-5:00 PM Eastern for calls to cancel a payment authorization.","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"},{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"},{"id":"report-a-problem","type":"app","label":"Report a problem with a purchase (Klarna buyer protection)","value":"Klarna app or web portal > select the purchase > Report a problem","purposes":["transaction_dispute","refund_request"],"access":"login","notes":"Contact the store first and keep proof. Klarna pauses the payment once a problem is reported.","source":"https://www.klarna.com/us/buyer-protection/","last_verified":"2026-10-13"},{"id":"complaints-mail","type":"mail","label":"Written complaints and notices (mark complaints \"Complaint\")","value":"Klarna Inc., 800 N. High St., Suite 04121, Columbus, OH 43215","purposes":["poor_service","transaction_dispute","billing_error"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Klarna","value":"phishing@klarna.com","purposes":["fraud"],"source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"app-chat"},{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"complaints-mail","note":"Klarna aims to resolve complaints on first contact, otherwise within 20 business days when feasible."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The Pay in 4 agreement uses the arbitration provision of the Klarna Shopping Service terms unless you opted out of it there; Military Lending Act protections excepted."}],"playbooks":[{"issue":"transaction_dispute","summary":"Contact the store first, then use Report a problem in the app; Klarna pauses the payment while it reviews, and claims must be raised within 120 days.","evidence":["order confirmation","proof of contact with the store","tracking or delivery record","photos of a wrong or damaged item"],"steps":[{"do":"Contact the store first and keep proof of the contact."},{"do":"Report the problem on the purchase in the Klarna app or web portal.","channel":"report-a-problem"},{"do":"If Klarna does not resolve it, use chat or customer service and ask to escalate.","channel":"app-chat"},{"do":"If it is still not resolved, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Klarna buyer protection covers orders not received (in whole or part) and items that differ significantly, including items damaged in shipment; claims must be raised within 120 days (Klarna's page counts from purchase in one place and from the invoice date in another).","issues":["transaction_dispute"],"source":"https://www.klarna.com/us/buyer-protection/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Once you report a problem, Klarna pauses your payment until the issue is solved and decides at its reasonable discretion whether to refund or remove your payment obligation.","issues":["transaction_dispute","refund_request"],"source":"https://www.klarna.com/us/buyer-protection/","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Returns go through the store; report the return in Klarna with tracking to pause the payment for 21 days, and keep paying until the merchant credit arrives.","evidence":["return tracking number","store's refund confirmation","order number"],"steps":[{"do":"Return the item under the store's policy and keep the tracking number."},{"do":"Report the return in the Klarna app to pause the payment.","channel":"report-a-problem"},{"do":"If the store does not refund, report a problem and contact Klarna.","channel":"app-chat"}],"facts":[{"kind":"policy","claim":"Reporting a return with valid tracking pauses your payment for 21 days.","issues":["refund_request"],"source":"https://www.klarna.com/us/buyer-protection/","last_verified":"2026-10-13"},{"kind":"policy","claim":"A return does not change what you owe under the Pay in 4 agreement until Klarna receives a credit from the merchant, and merchant credits do not count as payments.","issues":["refund_request"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Check whether someone in your household used your account, then report it in the app or to customer service and lock the account.","evidence":["order details","date you noticed it","confirmation emails"],"steps":[{"do":"Check whether it is a pending authorization, a split shipment, or a purchase by someone in your household."},{"do":"Lock your Klarna account in the app and report it by chat or phone.","channel":"app-chat"},{"do":"Or call customer service.","channel":"customer-service-phone"},{"do":"If Klarna does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Forward phishing to phishing@klarna.com; if you clicked a link or shared details, contact your bank, lock your Klarna account and change your password.","evidence":["messages from the scammer","screenshots","FTC report number"],"steps":[{"do":"Forward the email or use the phishing form.","channel":"phishing-email"},{"do":"If you shared information, contact your bank or card issuer, lock the Klarna account, change your password, turn on two-factor authentication and block your cards in the app."},{"do":"Report the incident in the app.","channel":"app-chat"},{"do":"Report the scam to the FTC.","regulator":"ftc"}]},{"issue":"payment_assistance","summary":"Pay in 4 payments are taken automatically every 2 weeks; a late fee of up to $7 can apply after 10 days.","steps":[{"do":"To change the payment method, do it at least three business days before the next scheduled payment."},{"do":"Contact Klarna before a payment fails.","channel":"customer-service-phone"}],"facts":[{"kind":"fee","claim":"A late fee of up to $7 may be charged if a scheduled Pay in 4 payment stays unpaid for 10 days after its due date; total late fees on an order will never exceed 25% of the purchase amount.","issues":["payment_assistance","fee_reversal"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"},{"kind":"process","claim":"After the first payment, the next 3 payments are made automatically every 2 weeks. If a payment fails, Klarna may retry it up to two more times and may charge your backup payment method after at least one day's notice.","issues":["payment_assistance"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"},{"kind":"policy","claim":"Klarna may report information about your account to credit bureaus, and late or missed payments may appear on your credit report.","issues":["payment_assistance","credit_report_error"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"}]}],"known_blockers":["Most Klarna support starts in the app, which needs the account holder's sign-in.","Customer Service verifies the account holder."]},"playbooks":{"transaction_dispute":{"company":{"id":"klarna","name":"Klarna","sector":"payments","website":"https://www.klarna.com/us/","account_url":null},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Contact the store first, then use Report a problem in the app; Klarna pauses the payment while it reviews, and claims must be raised within 120 days.","evidence":["order confirmation","proof of contact with the store","tracking or delivery record","photos of a wrong or damaged item"],"steps":[{"do":"Contact the store first and keep proof of the contact."},{"do":"Report the problem on the purchase in the Klarna app or web portal.","channel":{"id":"report-a-problem","type":"app","label":"Report a problem with a purchase (Klarna buyer protection)","value":"Klarna app or web portal > select the purchase > Report a problem","purposes":["transaction_dispute","refund_request"],"access":"login","notes":"Contact the store first and keep proof. Klarna pauses the payment once a problem is reported.","source":"https://www.klarna.com/us/buyer-protection/","last_verified":"2026-10-13"}},{"do":"If Klarna does not resolve it, use chat or customer service and ask to escalate.","channel":{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"do":"If it is still not resolved, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Klarna Customer Service","value":"+1-888-518-2771","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","notes":"The Pay in 4 agreement gives Monday-Friday 8:00 AM-5:00 PM Eastern for calls to cancel a payment authorization.","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"},{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"},{"id":"report-a-problem","type":"app","label":"Report a problem with a purchase (Klarna buyer protection)","value":"Klarna app or web portal > select the purchase > Report a problem","purposes":["transaction_dispute","refund_request"],"access":"login","notes":"Contact the store first and keep proof. Klarna pauses the payment once a problem is reported.","source":"https://www.klarna.com/us/buyer-protection/","last_verified":"2026-10-13"},{"id":"complaints-mail","type":"mail","label":"Written complaints and notices (mark complaints \"Complaint\")","value":"Klarna Inc., 800 N. High St., Suite 04121, Columbus, OH 43215","purposes":["poor_service","transaction_dispute","billing_error"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"Klarna buyer protection covers orders not received (in whole or part) and items that differ significantly, including items damaged in shipment; claims must be raised within 120 days (Klarna's page counts from purchase in one place and from the invoice date in another).","issues":["transaction_dispute"],"source":"https://www.klarna.com/us/buyer-protection/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Once you report a problem, Klarna pauses your payment until the issue is solved and decides at its reasonable discretion whether to refund or remove your payment obligation.","issues":["transaction_dispute","refund_request"],"source":"https://www.klarna.com/us/buyer-protection/","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Klarna Customer Service","value":"+1-888-518-2771","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","notes":"The Pay in 4 agreement gives Monday-Friday 8:00 AM-5:00 PM Eastern for calls to cancel a payment authorization.","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","note":"Klarna aims to resolve complaints on first contact, otherwise within 20 business days when feasible.","channel":{"id":"complaints-mail","type":"mail","label":"Written complaints and notices (mark complaints \"Complaint\")","value":"Klarna Inc., 800 N. High St., Suite 04121, Columbus, OH 43215","purposes":["poor_service","transaction_dispute","billing_error"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Pay in 4 agreement uses the arbitration provision of the Klarna Shopping Service terms unless you opted out of it there; Military Lending Act protections excepted."}],"known_blockers":["Most Klarna support starts in the app, which needs the account holder's sign-in.","Customer Service verifies the account holder."],"security":{"official_domains":["klarna.com"],"never_asks":[{"kind":"policy","claim":"Klarna says that if a message is not in your Klarna Inbox, it did not come from Klarna.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Klarna describes phishing by SMS, email and WhatsApp, fraudulent URLs, and phone calls that impersonate a bank with claims, threats or requests for sensitive information.","source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scam messages push urgent action, threaten consequences such as account deactivation, link to sites that do not match Klarna's, and ask for one-time passwords and payment details.","source":"https://www.klarna.com/us/help/fraud-and-security/how-do-i-report-a-phishing-or-scam-attempt/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Klarna (monitored only, no reply)","value":"phishing@klarna.com","purposes":["fraud"],"source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"id":"phishing-form","type":"web_form","label":"Report a suspicious email or website to Klarna's security team","value":"https://www.klarna.com/us/phishing-and-scams/","purposes":["fraud"],"access":"open","notes":"Klarna says to use this form only for phishing; for account help contact Customer Service.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":35},"verified_from":{"page":17},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 35 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Klarna Inc. (Columbus, Ohio) is the lender for Pay in 4 (Klarna Nevada for Nevada borrowers). The Klarna credit card and Pay over time financing are issued by WebBank, a Utah state-chartered bank (FDIC BankFind cert 34404). CFPB complaint data lists the company as \"Klarna AB\". Upgrade financing is closed to new purchases since May 13, 2026.","warnings":[]},"refund_request":{"company":{"id":"klarna","name":"Klarna","sector":"payments","website":"https://www.klarna.com/us/","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Returns go through the store; report the return in Klarna with tracking to pause the payment for 21 days, and keep paying until the merchant credit arrives.","evidence":["return tracking number","store's refund confirmation","order number"],"steps":[{"do":"Return the item under the store's policy and keep the tracking number."},{"do":"Report the return in the Klarna app to pause the payment.","channel":{"id":"report-a-problem","type":"app","label":"Report a problem with a purchase (Klarna buyer protection)","value":"Klarna app or web portal > select the purchase > Report a problem","purposes":["transaction_dispute","refund_request"],"access":"login","notes":"Contact the store first and keep proof. Klarna pauses the payment once a problem is reported.","source":"https://www.klarna.com/us/buyer-protection/","last_verified":"2026-10-13"}},{"do":"If the store does not refund, report a problem and contact Klarna.","channel":{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Klarna Customer Service","value":"+1-888-518-2771","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","notes":"The Pay in 4 agreement gives Monday-Friday 8:00 AM-5:00 PM Eastern for calls to cancel a payment authorization.","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"},{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"},{"id":"report-a-problem","type":"app","label":"Report a problem with a purchase (Klarna buyer protection)","value":"Klarna app or web portal > select the purchase > Report a problem","purposes":["transaction_dispute","refund_request"],"access":"login","notes":"Contact the store first and keep proof. Klarna pauses the payment once a problem is reported.","source":"https://www.klarna.com/us/buyer-protection/","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"Reporting a return with valid tracking pauses your payment for 21 days.","issues":["refund_request"],"source":"https://www.klarna.com/us/buyer-protection/","last_verified":"2026-10-13"},{"kind":"policy","claim":"A return does not change what you owe under the Pay in 4 agreement until Klarna receives a credit from the merchant, and merchant credits do not count as payments.","issues":["refund_request"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Klarna Customer Service","value":"+1-888-518-2771","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","notes":"The Pay in 4 agreement gives Monday-Friday 8:00 AM-5:00 PM Eastern for calls to cancel a payment authorization.","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","note":"Klarna aims to resolve complaints on first contact, otherwise within 20 business days when feasible.","channel":{"id":"complaints-mail","type":"mail","label":"Written complaints and notices (mark complaints \"Complaint\")","value":"Klarna Inc., 800 N. High St., Suite 04121, Columbus, OH 43215","purposes":["poor_service","transaction_dispute","billing_error"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Pay in 4 agreement uses the arbitration provision of the Klarna Shopping Service terms unless you opted out of it there; Military Lending Act protections excepted."}],"known_blockers":["Most Klarna support starts in the app, which needs the account holder's sign-in.","Customer Service verifies the account holder."],"security":{"official_domains":["klarna.com"],"never_asks":[{"kind":"policy","claim":"Klarna says that if a message is not in your Klarna Inbox, it did not come from Klarna.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Klarna describes phishing by SMS, email and WhatsApp, fraudulent URLs, and phone calls that impersonate a bank with claims, threats or requests for sensitive information.","source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scam messages push urgent action, threaten consequences such as account deactivation, link to sites that do not match Klarna's, and ask for one-time passwords and payment details.","source":"https://www.klarna.com/us/help/fraud-and-security/how-do-i-report-a-phishing-or-scam-attempt/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Klarna (monitored only, no reply)","value":"phishing@klarna.com","purposes":["fraud"],"source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"id":"phishing-form","type":"web_form","label":"Report a suspicious email or website to Klarna's security team","value":"https://www.klarna.com/us/phishing-and-scams/","purposes":["fraud"],"access":"open","notes":"Klarna says to use this form only for phishing; for account help contact Customer Service.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":35},"verified_from":{"page":17},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 35 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Klarna Inc. (Columbus, Ohio) is the lender for Pay in 4 (Klarna Nevada for Nevada borrowers). The Klarna credit card and Pay over time financing are issued by WebBank, a Utah state-chartered bank (FDIC BankFind cert 34404). CFPB complaint data lists the company as \"Klarna AB\". Upgrade financing is closed to new purchases since May 13, 2026.","warnings":[]},"unauthorized_charge":{"company":{"id":"klarna","name":"Klarna","sector":"payments","website":"https://www.klarna.com/us/","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Check whether someone in your household used your account, then report it in the app or to customer service and lock the account.","evidence":["order details","date you noticed it","confirmation emails"],"steps":[{"do":"Check whether it is a pending authorization, a split shipment, or a purchase by someone in your household."},{"do":"Lock your Klarna account in the app and report it by chat or phone.","channel":{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"do":"Or call customer service.","channel":{"id":"customer-service-phone","type":"phone","label":"Klarna Customer Service","value":"+1-888-518-2771","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","notes":"The Pay in 4 agreement gives Monday-Friday 8:00 AM-5:00 PM Eastern for calls to cancel a payment authorization.","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"do":"If Klarna does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Klarna Customer Service","value":"+1-888-518-2771","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","notes":"The Pay in 4 agreement gives Monday-Friday 8:00 AM-5:00 PM Eastern for calls to cancel a payment authorization.","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"},{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}],"facts":[],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Klarna Customer Service","value":"+1-888-518-2771","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","notes":"The Pay in 4 agreement gives Monday-Friday 8:00 AM-5:00 PM Eastern for calls to cancel a payment authorization.","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","note":"Klarna aims to resolve complaints on first contact, otherwise within 20 business days when feasible.","channel":{"id":"complaints-mail","type":"mail","label":"Written complaints and notices (mark complaints \"Complaint\")","value":"Klarna Inc., 800 N. High St., Suite 04121, Columbus, OH 43215","purposes":["poor_service","transaction_dispute","billing_error"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Pay in 4 agreement uses the arbitration provision of the Klarna Shopping Service terms unless you opted out of it there; Military Lending Act protections excepted."}],"known_blockers":["Most Klarna support starts in the app, which needs the account holder's sign-in.","Customer Service verifies the account holder."],"security":{"official_domains":["klarna.com"],"never_asks":[{"kind":"policy","claim":"Klarna says that if a message is not in your Klarna Inbox, it did not come from Klarna.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Klarna describes phishing by SMS, email and WhatsApp, fraudulent URLs, and phone calls that impersonate a bank with claims, threats or requests for sensitive information.","source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scam messages push urgent action, threaten consequences such as account deactivation, link to sites that do not match Klarna's, and ask for one-time passwords and payment details.","source":"https://www.klarna.com/us/help/fraud-and-security/how-do-i-report-a-phishing-or-scam-attempt/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Klarna (monitored only, no reply)","value":"phishing@klarna.com","purposes":["fraud"],"source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"id":"phishing-form","type":"web_form","label":"Report a suspicious email or website to Klarna's security team","value":"https://www.klarna.com/us/phishing-and-scams/","purposes":["fraud"],"access":"open","notes":"Klarna says to use this form only for phishing; for account help contact Customer Service.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":35},"verified_from":{"page":17},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 35 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Klarna Inc. (Columbus, Ohio) is the lender for Pay in 4 (Klarna Nevada for Nevada borrowers). The Klarna credit card and Pay over time financing are issued by WebBank, a Utah state-chartered bank (FDIC BankFind cert 34404). CFPB complaint data lists the company as \"Klarna AB\". Upgrade financing is closed to new purchases since May 13, 2026.","warnings":[]},"fraud":{"company":{"id":"klarna","name":"Klarna","sector":"payments","website":"https://www.klarna.com/us/","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Forward phishing to phishing@klarna.com; if you clicked a link or shared details, contact your bank, lock your Klarna account and change your password.","evidence":["messages from the scammer","screenshots","FTC report number"],"steps":[{"do":"Forward the email or use the phishing form.","channel":{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Klarna","value":"phishing@klarna.com","purposes":["fraud"],"source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"}},{"do":"If you shared information, contact your bank or card issuer, lock the Klarna account, change your password, turn on two-factor authentication and block your cards in the app."},{"do":"Report the incident in the app.","channel":{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"do":"Report the scam to the FTC.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Klarna Customer Service","value":"+1-888-518-2771","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","notes":"The Pay in 4 agreement gives Monday-Friday 8:00 AM-5:00 PM Eastern for calls to cancel a payment authorization.","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"},{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Klarna","value":"phishing@klarna.com","purposes":["fraud"],"source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"}],"facts":[],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Klarna Customer Service","value":"+1-888-518-2771","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","notes":"The Pay in 4 agreement gives Monday-Friday 8:00 AM-5:00 PM Eastern for calls to cancel a payment authorization.","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","note":"Klarna aims to resolve complaints on first contact, otherwise within 20 business days when feasible.","channel":{"id":"complaints-mail","type":"mail","label":"Written complaints and notices (mark complaints \"Complaint\")","value":"Klarna Inc., 800 N. High St., Suite 04121, Columbus, OH 43215","purposes":["poor_service","transaction_dispute","billing_error"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Pay in 4 agreement uses the arbitration provision of the Klarna Shopping Service terms unless you opted out of it there; Military Lending Act protections excepted."}],"known_blockers":["Most Klarna support starts in the app, which needs the account holder's sign-in.","Customer Service verifies the account holder."],"security":{"official_domains":["klarna.com"],"never_asks":[{"kind":"policy","claim":"Klarna says that if a message is not in your Klarna Inbox, it did not come from Klarna.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Klarna describes phishing by SMS, email and WhatsApp, fraudulent URLs, and phone calls that impersonate a bank with claims, threats or requests for sensitive information.","source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scam messages push urgent action, threaten consequences such as account deactivation, link to sites that do not match Klarna's, and ask for one-time passwords and payment details.","source":"https://www.klarna.com/us/help/fraud-and-security/how-do-i-report-a-phishing-or-scam-attempt/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Klarna (monitored only, no reply)","value":"phishing@klarna.com","purposes":["fraud"],"source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"id":"phishing-form","type":"web_form","label":"Report a suspicious email or website to Klarna's security team","value":"https://www.klarna.com/us/phishing-and-scams/","purposes":["fraud"],"access":"open","notes":"Klarna says to use this form only for phishing; for account help contact Customer Service.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":35},"verified_from":{"page":17},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 35 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Klarna Inc. (Columbus, Ohio) is the lender for Pay in 4 (Klarna Nevada for Nevada borrowers). The Klarna credit card and Pay over time financing are issued by WebBank, a Utah state-chartered bank (FDIC BankFind cert 34404). CFPB complaint data lists the company as \"Klarna AB\". Upgrade financing is closed to new purchases since May 13, 2026.","warnings":[]},"payment_assistance":{"company":{"id":"klarna","name":"Klarna","sector":"payments","website":"https://www.klarna.com/us/","account_url":null},"issue":{"id":"payment_assistance","name":"Payment plan or bill assistance"},"playbook_source":"company","summary":"Pay in 4 payments are taken automatically every 2 weeks; a late fee of up to $7 can apply after 10 days.","evidence":["current bill","household income documents","any hardship or medical documents"],"steps":[{"do":"To change the payment method, do it at least three business days before the next scheduled payment."},{"do":"Contact Klarna before a payment fails.","channel":{"id":"customer-service-phone","type":"phone","label":"Klarna Customer Service","value":"+1-888-518-2771","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","notes":"The Pay in 4 agreement gives Monday-Friday 8:00 AM-5:00 PM Eastern for calls to cancel a payment authorization.","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}}],"channels":[],"facts":[{"kind":"fee","claim":"A late fee of up to $7 may be charged if a scheduled Pay in 4 payment stays unpaid for 10 days after its due date; total late fees on an order will never exceed 25% of the purchase amount.","issues":["payment_assistance","fee_reversal"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"},{"kind":"process","claim":"After the first payment, the next 3 payments are made automatically every 2 weeks. If a payment fails, Klarna may retry it up to two more times and may charge your backup payment method after at least one day's notice.","issues":["payment_assistance"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"},{"kind":"policy","claim":"Klarna may report information about your account to credit bureaus, and late or missed payments may appear on your credit report.","issues":["payment_assistance","credit_report_error"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Klarna Customer Service","value":"+1-888-518-2771","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","notes":"The Pay in 4 agreement gives Monday-Friday 8:00 AM-5:00 PM Eastern for calls to cancel a payment authorization.","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","note":"Klarna aims to resolve complaints on first contact, otherwise within 20 business days when feasible.","channel":{"id":"complaints-mail","type":"mail","label":"Written complaints and notices (mark complaints \"Complaint\")","value":"Klarna Inc., 800 N. High St., Suite 04121, Columbus, OH 43215","purposes":["poor_service","transaction_dispute","billing_error"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Pay in 4 agreement uses the arbitration provision of the Klarna Shopping Service terms unless you opted out of it there; Military Lending Act protections excepted."}],"known_blockers":["Most Klarna support starts in the app, which needs the account holder's sign-in.","Customer Service verifies the account holder."],"security":{"official_domains":["klarna.com"],"never_asks":[{"kind":"policy","claim":"Klarna says that if a message is not in your Klarna Inbox, it did not come from Klarna.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Klarna describes phishing by SMS, email and WhatsApp, fraudulent URLs, and phone calls that impersonate a bank with claims, threats or requests for sensitive information.","source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scam messages push urgent action, threaten consequences such as account deactivation, link to sites that do not match Klarna's, and ask for one-time passwords and payment details.","source":"https://www.klarna.com/us/help/fraud-and-security/how-do-i-report-a-phishing-or-scam-attempt/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Klarna (monitored only, no reply)","value":"phishing@klarna.com","purposes":["fraud"],"source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"id":"phishing-form","type":"web_form","label":"Report a suspicious email or website to Klarna's security team","value":"https://www.klarna.com/us/phishing-and-scams/","purposes":["fraud"],"access":"open","notes":"Klarna says to use this form only for phishing; for account help contact Customer Service.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":35},"verified_from":{"page":17},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 35 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Klarna Inc. (Columbus, Ohio) is the lender for Pay in 4 (Klarna Nevada for Nevada borrowers). The Klarna credit card and Pay over time financing are issued by WebBank, a Utah state-chartered bank (FDIC BankFind cert 34404). CFPB complaint data lists the company as \"Klarna AB\". Upgrade financing is closed to new purchases since May 13, 2026.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"app-chat","type":"chat","label":"Chat in the Klarna app (AI assistant 24/7, human support when needed)","value":"https://l.klarna.com/22XC/chatUS","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Klarna Customer Service","value":"+1-888-518-2771","hours":"24/7","purposes":["transaction_dispute","refund_request","unauthorized_charge","fraud","billing_error","account_access","poor_service"],"access":"human_only","notes":"The Pay in 4 agreement gives Monday-Friday 8:00 AM-5:00 PM Eastern for calls to cancel a payment authorization.","source":"https://www.klarna.com/us/customer-service/","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","note":"Klarna aims to resolve complaints on first contact, otherwise within 20 business days when feasible.","channel":{"id":"complaints-mail","type":"mail","label":"Written complaints and notices (mark complaints \"Complaint\")","value":"Klarna Inc., 800 N. High St., Suite 04121, Columbus, OH 43215","purposes":["poor_service","transaction_dispute","billing_error"],"source":"https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Pay in 4 agreement uses the arbitration provision of the Klarna Shopping Service terms unless you opted out of it there; Military Lending Act protections excepted."}],"security":{"official_domains":["klarna.com"],"never_asks":[{"kind":"policy","claim":"Klarna says that if a message is not in your Klarna Inbox, it did not come from Klarna.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Klarna describes phishing by SMS, email and WhatsApp, fraudulent URLs, and phone calls that impersonate a bank with claims, threats or requests for sensitive information.","source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scam messages push urgent action, threaten consequences such as account deactivation, link to sites that do not match Klarna's, and ask for one-time passwords and payment details.","source":"https://www.klarna.com/us/help/fraud-and-security/how-do-i-report-a-phishing-or-scam-attempt/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that claim to be from Klarna (monitored only, no reply)","value":"phishing@klarna.com","purposes":["fraud"],"source":"https://www.klarna.com/us/phishing-and-scams/","last_verified":"2026-10-13"},{"id":"phishing-form","type":"web_form","label":"Report a suspicious email or website to Klarna's security team","value":"https://www.klarna.com/us/phishing-and-scams/","purposes":["fraud"],"access":"open","notes":"Klarna says to use this form only for phishing; for account help contact Customer Service.","source":"https://www.klarna.com/us/security/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":35},"verified_from":{"page":17},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 35 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"dossier":{"title":"Klarna — how complaints actually go","last_verified":"2026-10-13","file":"dossiers/klarna.md","markdown":"## In short\n\nContact the store first, then use Report a problem on the purchase in the Klarna app; Klarna pauses the payment while it looks into it, and claims must be raised within 120 days. A return does not reduce what you owe until the store's credit reaches Klarna, so report the return with tracking to pause the payment. Pay in 4 payments are taken automatically and a late fee of up to $7 can apply after 10 days. In the 12 months to June 2026, 6.9% of CFPB complaints about Klarna closed with relief, and 9.3% got a late response. Klarna says that if a message is not in your Klarna Inbox, it did not come from Klarna.\n\n## How complaints actually go\n\n- Klarna Customer Service is at (888) 518-2771, open 24/7, and in-app chat starts with an AI assistant with human support when needed. [Klarna: customer service](https://www.klarna.com/us/customer-service/)\n- Klarna aims to resolve a complaint on first contact; if it cannot, it acknowledges the complaint and aims to resolve it within 20 business days when feasible. Representatives can escalate to the appropriate team. [Klarna: complaints](https://www.klarna.com/us/complaints/)\n- The Pay in 4 agreement says complaints can go through the contact form on Klarna's website or by post marked \"Complaint\" to Klarna Inc., 800 N. High St., Suite 04121, Columbus, OH 43215. [Klarna Pay in 4 agreement](https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx)\n- A CFPB complaint goes to Klarna for a response, generally within 15 days, or a final response within 60 days in some cases; you then have 60 days to give feedback. [CFPB: what happens after you submit a complaint](https://www.consumerfinance.gov/complaint/process/)\n\n## What tends to work\n\n- Report a problem in the app or web portal: Klarna pauses your payment until the issue is solved. Keep proof that you contacted the store first. [Klarna: buyer protection](https://www.klarna.com/us/buyer-protection/)\n- For a return, report it with valid tracking; that pauses the payment for 21 days. [Klarna: buyer protection](https://www.klarna.com/us/buyer-protection/)\n- A CFPB complaint after Klarna's channels fail: in the 12 months to June 2026, 112 of 1,628 complaints (6.9%) closed with monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Klarna%20AB&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n\n## Traps and fine print\n\n- A return does not change what you owe under Pay in 4 until Klarna receives a credit from the merchant, and merchant credits do not count as payments. [Klarna Pay in 4 agreement](https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx)\n- Pay in 4 installments are charged automatically every 2 weeks. A failed payment can be retried up to two more times and charged to your backup payment method after one day's notice; change the payment method at least three business days before the next payment. [Klarna Pay in 4 agreement](https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx)\n- A late fee of up to $7 may be charged if a payment stays unpaid 10 days after its due date, capped at 25% of the purchase amount, and late or missed payments may appear on your credit report. [Klarna Pay in 4 agreement](https://cdn.klarna.com/1.0/shared/content/legal/terms/0/en_us/sliceitinx)\n- Buyer protection claims must be raised within 120 days, and Klarna decides at its reasonable discretion whether to refund or remove the payment obligation. [Klarna: buyer protection](https://www.klarna.com/us/buyer-protection/)\n- On May 12, 2025 the CFPB withdrew its 2024 interpretive rule that treated BNPL lenders with digital accounts as credit card issuers under Regulation Z. Do not cite it as a source of dispute or refund rights. [CFPB: Buy Now, Pay Later products](https://www.consumerfinance.gov/compliance/compliance-resources/consumer-cards-resources/buy-now-pay-later-bnpl-products/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Klarna AB\": 1,628. Top products: payday, title, personal or advance loan 491, credit reporting 334, debt collection 323, credit card 309, money transfer or money service 108. Top issues: a purchase shown on your statement 245, incorrect information on a report 237, problem when making payments 220, attempts to collect a debt not owed 162. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Klarna%20AB&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 1,628 complaints, 1,515 (93.1%) closed with explanation, 112 (6.9%) with monetary relief and 1 with non-monetary relief. 1,476 (90.7%) were marked timely and 152 (9.3%) were not. Data retrieved 2026-10-13. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Klarna%20AB&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- The CFPB says its complaint database is not a statistical sample of consumers' experiences, and that complaint volume should be read against company size. [CFPB consumer complaint database](https://www.consumerfinance.gov/data-research/consumer-complaints/)\n\n## Scams that target customers\n\n- Klarna says that if a message is not in your Klarna Inbox, it did not come from Klarna. Report suspicious emails or websites with its phishing form. [Klarna: security](https://www.klarna.com/us/security/)\n- Forward suspicious emails to phishing@klarna.com; the inbox is monitored but Klarna will not reply. Klarna describes phishing by SMS, email and WhatsApp, fake URLs, and calls that impersonate a bank. [Klarna: report phishing and scams](https://www.klarna.com/us/phishing-and-scams/)\n- If you clicked a link or shared information, contact your bank or card issuer, lock your Klarna account, change your password, turn on two-factor authentication and block your cards in the Klarna app. [Klarna: report a phishing or scam attempt](https://www.klarna.com/us/help/fraud-and-security/how-do-i-report-a-phishing-or-scam-attempt/)\n"},"guide":{"key":"payments","title":"Payment apps and money transfer services — how complaints work","last_verified":"2026-10-12","file":"guides/payments.md","page":"https://escalate.alexgaoth.com/#/guides/payments"}}