Klarna

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official U.S. website: https://www.klarna.com/us/
• Customer service (888) 518-2771: (888) 518-2771
• Customer service (app chat, help): https://www.klarna.com/us/customer-service/
• How to file a complaint with Klarna: https://www.klarna.com/us/complaints/
• Help center: payments, late fees, collections: https://www.klarna.com/us/help/payments/
• Buyer Protection Policy: https://www.klarna.com/us/buyer-protection/
• Terms and legal documents: https://www.klarna.com/us/legal/
• State licenses (Klarna Inc.): https://cdn.klarna.com/1.0/shared/content/legal/terms/en-US/Licenses
• Arbitration opt-out notice form (PDF): https://cdn.klarna.com/1.0/shared/content/legal/en_us/arbitration/opt_out_notice.pdf
• Klarna Inc. principal office (Form 20-F): +1 (844) 552-7621

Locations

Klarna payments, refunds, late fees, credit reports, collections and complaints: what Klarna's own pages say (checked October 6, 2026)

Klarna's own pages, opened on October 6, 2026, set out the routes below. This site's archive had no approved posts about Klarna on that date, so this page does not rely on reader complaints; the figures are from Klarna, its regulators and third-party profiles, each dated.

Contacting Klarna. The Customer service page offers chat in the Klarna app (“24/7 support from our AI assistant in any language,” with “real human support available when you need it”) and a phone line, (888) 518-2771, listed as “Opening hours: 24/7.” Other Klarna pages give the same number with narrower hours: the Important disclosures page says “Monday - Friday 8:00AM - 6:00PM Eastern Time” and the User Terms say “Monday-Friday from 8:00AM - 5:00 PM Eastern Time” for a marketing opt-out call. The Complaints page says to contact Customer Service, give as much detail as possible (for example the statement reference), and that Klarna will “strive to investigate and resolve it within 20 business days, whenever feasible.”

If a payment fails or you cannot pay. Klarna's help article says that if a payment cannot be collected “we may try again,” a missed payment “may be added to the amount of the next scheduled payment,” and late fees may apply. The Pay in 4 Agreement says “A Late Fee of up to $7 may be charged if any scheduled payment remains unpaid after 10 days (the total of late fees charged on an order will never exceed 25% of your Total Purchase Amount),” and the Pay Later terms use the same $7 and 25 percent limits. You can extend a due date once per order in the app, except for Pay over time purchases. For hardship, the article says to contact Klarna or use “Report a problem” in the app and open the Financial support section. Klarna also states that if you miss a payment the balance “may be sent to collections” and that “you will not be able to continue using Klarna until you've paid off your debt.”

Credit reporting. Two Klarna documents differ in wording. The help article says “Klarna reports repayment activity for Pay over time loans to credit bureaus. This may include on-time payments, late payments, and missed payments,” and the collections article says “Late payments might also be reported to the credit bureaus.” The Pay in 4 Agreement says “We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit bureau report.” To dispute an error, the CFPB says to start by disputing it with the credit reporting company (Equifax, Experian or TransUnion) in writing with supporting documents; the company must investigate and forward the dispute to the business that supplied the information.

Collections. The Pay in 4 Agreement names TrueAccord Corp., SIMM Associates Inc. and Firstsource Advantage LLC as Klarna's debt collection service providers. A collector is a different business from Klarna. The CFPB says a collector must give validation information (creditor name, amount, how to dispute) in its first communication or within five days, and that in some situations you have only 30 days after contact to ask for certain information; Klarna's article says you can pay either Klarna directly or the agency, and that questions about collection fees go to the agency.

Orders, returns and cancellations. Klarna says it cannot cancel a store order: contact the store, and Klarna will cancel the payment and refund “when the store confirms the cancellation.” If an order has not arrived, the help article says you do not need to pay until you receive all items, and that choosing “Report a problem” pauses the payment plan while you work it out with the store. After a return is reported in the app, “your payments are paused” to allow the store to process it, and Klarna says it can better support you if the store has not registered the return after 21 days and you have supplied tracking details. The Buyer Protection Policy covers “Goods Not Received” and “Significant Deviation” claims raised within 120 days of purchase, requires that you contacted the store first, says Klarna decides eligibility “in its reasonable discretion,” excludes purchases made with the Klarna Credit Card or Klarna Credit account, and excludes services, event and travel tickets, gift cards and similar items; it also says it does not limit any right to dispute a card transaction with your card issuer.

Klarna Membership. The Membership Plans Agreement lists monthly fees of $4.99 (Core), $9.99 (Plus), $19.99 (Premium) and $44.99 (Max), says the membership “will continue and automatically renew until termination,” and says you may terminate it “in the Klarna mobile application in your Membership account settings.” It also says changing plans or cancelling gives no refund or credit for the period already paid, and that cancelling or downgrading within 6 months with a metal card can cost a $50 Metal Card Fee “reduced by $8 for each month of active Membership.”

Arbitration and class waiver. The User Terms contain a mandatory arbitration provision with a class-action waiver, unless you are covered by the Military Lending Act or opt out. They say you may opt out “within 30 days from the date you first use the Klarna service” by completing the opt-out notice form and mailing it to Klarna Inc., Attn: Arbitration Opt-Out. The Pay in 4 Agreement says it incorporates that provision and that you may still use small claims court if the dispute qualifies.

Regulator routes. The CFPB accepts complaints about credit cards, personal loans, debt collection, credit reports and money transfer services; Klarna appears in its public database as “Klarna AB.” Klarna's Important disclosures page lists state regulators and complaint portals for money transmission by state. The record of complaints and actions is under the sections below.

Regulator actions and approvals involving Klarna

CFPB. The CFPB enforcement-actions page, searched for “klarna” on October 6, 2026, returned “Sorry, there were no results based on your filter selections.” That is a negative finding limited to that search on that date. The CFPB's separate January 13, 2025 research report on buy now, pay later loans named Klarna among six firms whose matched application and origination data it studied; it is a research report, not an enforcement action. On May 6, 2025 the CFPB announced it “will not prioritize enforcement actions” based on its May 31, 2024 interpretive rule applying parts of Regulation Z to buy now, pay later digital user accounts (89 Fed. Reg. 47,068) and was “contemplating taking appropriate action to rescind” it; Klarna's 2025 Form 20-F says the CFPB “subsequently rescinded this interpretive rule in May 2025.”

Sweden (Finansinspektionen). On December 11, 2024 the Swedish Financial Supervisory Authority announced it was “issuing Klarna Bank AB (Klarna) a remark and an administrative fine of SEK 500 million for violating the anti-money laundering regulations.” It said the investigation covered April 1, 2021 to March 31, 2022 and found “significant deficiencies” in Klarna's general risk assessment and in procedures for customer due diligence on customers using the invoice product, and that the violations were not of a nature to warrant a warning or withdrawal of authorization. Klarna's Form 20-F puts the fine at “approximately $47 million,” says the investigation “did not identify any transactions conducted on our network that were in violation of applicable AML/CFT regulations,” and describes steps it took in response. This action concerns the Swedish bank, not Klarna Inc. or U.S. consumers' accounts.

Not checked. This page did not complete searches of state attorney general or state banking department enforcement databases, an FTC case search, or state data-breach notification lists for Klarna, so it makes no statement about them either way. Klarna's Form 20-F says that “We have in the past been, and may in the future be, subject to findings of breach of consumer protection requirements” without describing specific U.S. actions.

Banking application (company statement). On July 6, 2026 Klarna announced that it had submitted applications to the Utah Department of Financial Institutions and the FDIC to establish Klarna Bank USA, a proposed Utah-chartered industrial bank to be wholly owned by Klarna Inc. The sources checked did not show a decision on the applications.

Who operates Klarna in the United States

Corporate structure. Klarna Group plc is incorporated in England and Wales (company number 14467769; registered office 10 York Road, London SE1 7ND) and is the ultimate holding company; its shares have been listed on the NYSE under “KLAR” since the September 2025 IPO, and it files annual reports on Form 20-F and current reports on Form 6-K. Its principal operating entity is Klarna Bank AB (publ), a Swedish bank supervised by the Swedish FSA. Its main U.S. subsidiary is Klarna Inc., a Delaware corporation with a principal office at 800 N. High St., Ste. 400, Columbus, Ohio 43215. The Form 20-F says that Klarna Inc. holds money transmitter licenses in certain states and is “actively seeking additional licenses”; Klarna's licenses page lists state licenses by number (NMLS #1353190).

The company's account of itself. Klarna's U.S. About page says Klarna began in Stockholm in 2005 (“Kreditor became Klarna in 2010”), launched the Klarna app in 2018, introduced the Klarna Card and paid membership plans in 2025 and listed on the NYSE in September 2025. The Form 20-F says that as of December 31, 2025 the company served approximately 118 million active consumers and approximately 960,000 merchants across 26 countries (company figures).

Who is the lender. The Pay in 4 and Pay Later agreements name “the lender, Klarna Inc.” (Columbus, Ohio; Klarna Nevada for Nevada borrowers). Klarna's U.S. site footer says “Monthly financing through Klarna and One-time card bi-weekly payments with a service fee to shop anywhere in the Klarna App issued by WebBank,” and the Form 20-F describes WebBank as “an FDIC-insured Utah state-chartered industrial bank through whom a portion of the loans facilitated through our network in the United States are originated,” including for Fair Financing and Klarna balance products. The Klarna balance deposit account has its own rates and fees disclosure, effective June 1, 2026, which says that on and after July 3, 2026 the Interest Rate Booster no longer applies and all tiers earn 0.01 percent.

Recent company items. The legal page says Upgrade financing is “no longer available for new purchases since May 13, 2026.” On July 28, 2026 Klarna announced it would be the leasing provider for Apple Upgrade, a hardware leasing program offered by Apple in the United States (Form 6-K).

Klarna complaint record: BBB, CFPB and Trustpilot figures

All figures are as displayed on October 6, 2026 and come from different sources; they are not added together or averaged here.

• This site's archive: no approved posts about Klarna were identified in the archive on October 6, 2026, so no complaint themes are listed.
• BBB (Klarna Inc., Columbus, OH; BBB of Central Ohio): rating B, with the reason “18 complaint(s) filed against business that were not resolved”; BBB says Klarna Inc. is not BBB Accredited. The profile shows 2,863 total complaints in the last 3 years and 1,030 complaints closed in the last 12 months, and 1.09 out of 5 as the average of 349 customer reviews (BBB says reviews do not affect the letter grade; BBB says it may publish only a share of complaints when volume is high). BBB's page data gives a file-opened date of November 2, 2015 and a business start of January 1, 2005.
• CFPB Consumer Complaint Database (company name “Klarna AB”): 2,959 complaints received between August 26, 2017 and September 19, 2026, and 1,890 received since October 5, 2025. Company responses: closed with explanation 2,784, closed with monetary relief 166, closed with non-monetary relief 4, in progress 4 and untimely response 1; timely response yes 2,743 and no 216. Product labels are chosen by the consumer: across all years the largest were payday, title, personal or advance loan (821), debt collection (588), credit reporting or other personal consumer reports (517), credit card (497) and money transfer, virtual currency or money service (190). In the 1,890 complaints since October 5, 2025 the most frequent issues were incorrect information on a report (308), problem when making payments (282), problem with a purchase shown on your statement (262), attempts to collect debt not owed (202), problem with a company's investigation into an existing problem (102) and took or threatened to take negative or legal action (101). The CFPB does not verify the accuracy of these complaints.
• Trustpilot (single page for klarna.com, listed with “Sweden”, not limited to U.S. customers): 4.5 out of 5 from 609,307 reviews, 184,475 of them in the last 12 months; the profile is claimed (October 2020) with a paid Trustpilot subscription; Trustpilot says the company invites customers to review and replied to 98 percent of negative reviews.

The BBB, CFPB and Trustpilot counts measure different things (BBB complaints, CFPB complaints about financial products, and public reviews of the international site) and cover different time spans.

Court filings involving Klarna

Securities class action over the September 2025 IPO. Nayak v. Klarna Group plc, No. 1:25-cv-07033 (E.D.N.Y.), was filed on December 22, 2025 by a shareholder on behalf of purchasers of Klarna securities in the IPO. The complaint is brought under Sections 11, 12(a)(2) and 15 of the Securities Act of 1933 against Klarna Group plc, nine named officers and directors and the IPO underwriters; it says the IPO offered about 34,311,274 shares at $40.00 per share and alleges that the registration statement was misleading, including as to the potential for credit loss provisions to be raised. These are allegations. The docket shows an order on motions to appoint counsel on April 21, 2026, an amended complaint on June 29, 2026 and a motion to dismiss with a supporting memorandum on September 8, 2026; the docket text available did not describe the amended claims or any ruling on the motion. Klarna's Form 20-F, filed February 26, 2026, says: “We are not presently a party to any legal proceedings that, if determined adversely to us, would individually or taken together have a material adverse effect on our business.”

Consumer fraud and arbitration case. Edmundson v. Klarna, Inc. was a putative consumer class action (D. Conn. No. 3:21-cv-00758, filed June 2, 2021) alleging common-law fraud and violations of the Connecticut Unfair Trade Practices Act over allegedly misrepresenting or concealing the risk of bank overdraft fees when paying by installments. Klarna moved to compel arbitration under its terms. On November 3, 2023 the Second Circuit (No. 22-557) reversed the district court's denial of that motion and remanded; on January 18, 2024 the district court ordered the claim to arbitration, and after a joint stipulation of dismissal the court closed the case on February 23, 2024. The opinion's summary says the plaintiff had $70 in overdraft fees assessed by her own bank.

Other dockets. A CourtListener RECAP search for case names containing “Klarna,” run on October 6, 2026, listed 28 cases and 585 docket entries, including many suits by individual consumers, bankruptcy adversary proceedings and commercial disputes; this page did not review each and does not describe cases whose dockets do not state the claims. Klarna's terms say disputes with it go to individual arbitration unless a consumer opts out.

Is Klarna Legitimate?

Klarna Group plc is a public company incorporated in England and Wales whose shares trade on the NYSE under “KLAR,” and it files annual (Form 20-F) and current (Form 6-K) reports with the SEC; its principal operating entity, Klarna Bank AB (publ), is a Swedish bank supervised by the Swedish FSA, and its U.S. subsidiary Klarna Inc. publishes a state license list and a Columbus, Ohio principal office. In the U.S., Pay in 4 and Pay Later loans are made by Klarna Inc. under written agreements that state a late fee of up to $7 per missed payment, capped at 25 percent of the purchase amount, and WebBank originates a portion of U.S. loans according to the Form 20-F. The record includes a December 2024 SEK 500 million Swedish fine for anti-money-laundering violations, a pending IPO securities class action, a Second Circuit decision reversing the denial of Klarna's motion to compel arbitration in a putative consumer class action, and no CFPB enforcement action in the CFPB search described above. Third-party profiles differ widely (BBB rating B with 1.09 out of 5 in reviews, Trustpilot 4.5 out of 5, 2,959 CFPB complaints in the database), and this page offers no rating or verdict of its own.

Court & Public Records

Company Relationships

• Affiliated with: Klarna Inc.
• Affiliated with: Klarna Bank AB (publ)

Frequently Asked Questions