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Klarna 'missed' payments, their error

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Firstly we had a offer on a house 2 weeks ago Today accepted. 

I've been keeping upto date with my credit file via Equifax.

Well last Friday I found out that Klarna had me marked as missed payments in Jan, Feb and March. But my payments in Dec, April and May were fine. 

So I go onto chat and they see no missed payments on my account and also I have proof I paid. I paid manually on their app before it automatically come off, this is what apparently caused the error.

Anyway my Mortgage Advisor says I need a written letter on Klarna headed paper saying I missed no payments and it was their error.

Klarna have said they have put this to their finance team and will email me when the letter sent. I chased this up Yesterday and it's been escalated to senior management team and I've to wait for contact. 

I'm really anxious now it's been 2 weeks and I don't have a mortgage in place and rates increasing.

Am. I wrote to just sit and wait or should there be more urgency on there behalf. Also is their anything I can do to speed this up. Soon it'll be a week since they admitted they were wrong and still no letter sent yet.

Anybhelp greatly appreciated. 

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  • MalMonroe
    MalMonroe Posts: 5,783 Forumite
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    Scott1984 said:
    Firstly we had a offer on a house 2 weeks ago Today accepted. 

    I've been keeping upto date with my credit file via Equifax.

    Well last Friday I found out that Klarna had me marked as missed payments in Jan, Feb and March. But my payments in Dec, April and May were fine. 

    So I go onto chat and they see no missed payments on my account and also I have proof I paid. I paid manually on their app before it automatically come off, this is what apparently caused the error.

    Anyway my Mortgage Advisor says I need a written letter on Klarna headed paper saying I missed no payments and it was their error.

    Klarna have said they have put this to their finance team and will email me when the letter sent. I chased this up Yesterday and it's been escalated to senior management team and I've to wait for contact. 

    I'm really anxious now it's been 2 weeks and I don't have a mortgage in place and rates increasing.

    Am. I wrote to just sit and wait or should there be more urgency on there behalf. Also is their anything I can do to speed this up. Soon it'll be a week since they admitted they were wrong and still no letter sent yet.

    Anybhelp greatly appreciated. 
    Hi, 

    What I would do is phone their senior management team, or phone and ask for the phone number of the senior management team if it's not readily available - because how dare they make you wait, when they are the ones who have made an error?!

    I would phone and phone, morning and afternoon. Twice a day every day. So that they would be fed up of me and they'd get that letter sent out. They can actually email the letter to you as an attachment, especially if they scan it so it cannot be altered.

    They're dragging their heels and it's really quite upsetting. I think you are being really calm and you've given them enough time to get on with things but now you do need to start making a big nuisance of yourself. It does work, believe me, I've done similar in the past. This is important for you.  Good luck     :)
    Please note - taken from the Forum Rules and amended for my own personal use (with thanks) : It is up to you to investigate, check, double-check and check yet again before you make any decisions or take any action based on any information you glean from any of my posts. Although I do carry out careful research before posting and never intend to mislead or supply out-of-date or incorrect information, please do not rely 100% on what you are reading. Verify everything in order to protect yourself as you are responsible for any action you consequently take.
  • Scott1984
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    MalMonroe said:
    Scott1984 said:
    Firstly we had a offer on a house 2 weeks ago Today accepted. 

    I've been keeping upto date with my credit file via Equifax.

    Well last Friday I found out that Klarna had me marked as missed payments in Jan, Feb and March. But my payments in Dec, April and May were fine. 

    So I go onto chat and they see no missed payments on my account and also I have proof I paid. I paid manually on their app before it automatically come off, this is what apparently caused the error.

    Anyway my Mortgage Advisor says I need a written letter on Klarna headed paper saying I missed no payments and it was their error.

    Klarna have said they have put this to their finance team and will email me when the letter sent. I chased this up Yesterday and it's been escalated to senior management team and I've to wait for contact. 

    I'm really anxious now it's been 2 weeks and I don't have a mortgage in place and rates increasing.

    Am. I wrote to just sit and wait or should there be more urgency on there behalf. Also is their anything I can do to speed this up. Soon it'll be a week since they admitted they were wrong and still no letter sent yet.

    Anybhelp greatly appreciated. 
    Hi, 

    What I would do is phone their senior management team, or phone and ask for the phone number of the senior management team if it's not readily available - because how dare they make you wait, when they are the ones who have made an error?!

    I would phone and phone, morning and afternoon. Twice a day every day. So that they would be fed up of me and they'd get that letter sent out. They can actually email the letter to you as an attachment, especially if they scan it so it cannot be altered.

    They're dragging their heels and it's really quite upsetting. I think you are being really calm and you've given them enough time to get on with things but now you do need to start making a big nuisance of yourself. It does work, believe me, I've done similar in the past. This is important for you.  Good luck     :)
    Thanks for your response, I was on chat again last night asking to be phoned and I asked for a contact I can email this issue with but I'm still met, with be patient or they don't have these contacts as its a different department. I'm going to phone Today but I'm wondering are there any way I can nudge them to taking this more seriously like Ombudsman or something. Because I keep getting the run around. 
  • MrFrugalFever
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    Threatening with the ombudsman is unlikely to yield any hopeful response, mainly for 2 reasons, the first being you have to have exhausted all their complaints procedures first and allow them 8 weeks to provide you with a final response before going to the Ombudsman and secondly, they will know the FOS are inundated and will take quite literally months to investigate your complaint.

    Regular cool, calm and collected phone calls to try to move the process along with them is most likely your best bet at this stage. I’m sure you have already done so, but do stress the importance of this being done in a timely manner due to mortgage etc and ensure that somewhere you have a record of what has been discussed thus far.

    best of luck.
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