Letter received from Klarna Final Notice - I've never even used Klarna!

MABLE

Cutie22kittens said:

MABLE said:

Cutie22kittens said:

MABLE said:

MABLE said:

MABLE said:

Cutie22kittens said:

MABLE said:

marcia_ said:

MABLE said:

marcia_ said:

MABLE said:

Many thanks for the above replies and I know the truth I am completely innocent.  This matter has taken too much of my time already and just want to let matters rest now.

 Is the debt showing on your credit record? 

Yes it is and I brought it to their attention from checking my credit report.

 I can understand you are done with this, must have been stressful but I would continue the fight until they agree to remove the credit markers. Otherwise this may effect you getting any other type of credit for years 

Fortunately the account is shown up to date on credit report and by me being proactive by contacting them early has avoided any late markers.  

I find it strange my latest chase up email was sent the day before their final response was emailed to me the next day with a goodwill gesture to write off debt.  

Despite being promised an email or call from their fraud dept it never happened. I did all the chasing.

It’s so frustrating. We also had the final response letter the day after we made the complaint. Go through the link at the bottom to the adjudicator, they were very organised and you only deal with one person.  Why should you have something showing on your credit file which you did not purchase. They need to remove it as it was identity theft. I asked for a subject access report on the account in my name which basically means they have to supply you with the information they hold.  They came back to say they were unable to supply all the information as I had already told them that the account was opened without my consent or knowledge and it would be a breach of the other person data to supply their details so admitting indentity theft, although they never actually said those words. I hope this helps, don't give up. You did nothing wrong, so why should you be the victim. 

First of all I really appreciate your help and feel not so along dealing with Klarna.

I completed the adjudicator form pressed submit only to be advised their site is now down.

Also I did phone Klarna cs and they advised the investigation is still ongoing. What!!!!😊

Pleased to advise the Adjudicator has confimed application received and I should hear something by 17 Feb.

Still waiting to hear from the Adjudicator. However making progress regarding unauthorised data held by Klarna. The following email received yesterday.

quote

Hello 
Thank you for your patience.

I am pleased to confirm that as of 25.01.2025, Klarna has successfully deleted your data in accordance with legal requirements and our policies. However, some data may be retained due to legal obligations, such as bookkeeping and anti-money laundering regulations. Rest assured, all data is securely stored and kept only as long as necessary.

If you have any further questions, feel free to contact us via Customer Service or visit our Privacy Notice for more information. 

unquote.
 Also checked my credit report and no late indicators. However when updated 31 December 2024 for Dec its shows ... which means no data available for that period. I will keep monitoring to make sure it is completed wiped from my credit report.

So glad you're getter it sorted. We heard back from the adjudicator quite quickly so 🤞 We've not yet actioned our right to be forgotten but useful to know that they acted on your request. 

At last received a reply from the adjudicator today. 

Dear Mable, 

Case reference number: 

In your submission for review you expressed dissatisfaction with the outcome of your formal complaint with Klarna. More specifically, you have highlighted concerns related to Klarna’s case and complaint handling after you reported an unauthorised purchase. You have requested that several actions are taken in order to reach a satisfactory resolution to your case.

Outcome

After carefully considering all of the relevant factors regarding your concern, I have determined that the initial conclusion reached by Klarna's complaints team was not accurate. Please see my findings below.

• On 28 October 2024, an order was placed using your personal details with the retailer Recharge.com for the amount of £56.78 using Klarna’s Pay Later payment method (order reference: 
• On 3 December 2024, you telephoned Klarna to advise that you had noticed a Klarna account on your credit report. You explained that you were not a Klarna customer, and that the account was registered to your old address. 
  • The order was disputed as an ‘unauthorised purchase’ and forwarded to Klarna’s security team for handling.
  • 
    
• On 18 December 2024, a complaint was submitted on your behalf through the third party Resolver, in which you reiterated that you had not placed this order. You requested for the order to be written off, and for the Klarna account created in your name to be closed.
• On 16 January 2025, you received a ‘not upheld’ final response letter to your complaint. The complaint agent advised that they would write off the balance of the order as a gesture of goodwill, and escalate your case to the relevant team for data deletion.
• 
  
  • I can confirm that I do not agree with the findings of the complaint agent, and will be overturning your complaint outcome to ‘upheld’. This is because, at the time that the final response was issued, Klarna’s security team had not yet concluded their investigation into your unauthorised purchase dispute. Although I do accept that the complaint agent took resolutive actions on your behalf, I do not believe that a complaint outcome could accurately be given without first reviewing the security team’s handling in full.
  • 
    
• You have referred your final response to the Complaints Adjudicator as you are dissatisfied with several aspects of Klarna’s case handling. Please allow me to address each point individually below.
• 
  
  • Firstly, you do not agree with some of the wording used by the complaint agent. You believe that by referring to the write off of this order as a ‘goodwill gesture’, there is an implication that the payment was yours in the first instance, which is not the case.
  • 
    
    • I can confirm that I wholly agree with your viewpoint, and have passed my concerns regarding this wording directly on to Klarna. I am satisfied to see that Klarna is taking measures to ensure that their complaint agents' language is updated to prevent similar issues in future.
    • 
      
  • Within your submission, you also state that you would like valid confirmation that this order was placed fraudulently.
  • 
    
    • This is not something that either myself or Klarna can confirm to you. This is because Klarna’s security team only has the ability to deduce whether a customer is found liable to pay for a disputed order according to Klarna’s own processes. For confirmation that fraud or identity theft has taken place, an external police investigation must be conducted outside of Klarna.
    • 
      
  • You would like confirmation that any information regarding this order is removed from your credit file.
  • 
    
    • I can see that this order did not lead to any credit marks, and Klarna has now successfully taken the action to remove the account from your credit file.
    • 
      
  • Finally, you have requested compensation for the amount of time that you have spent contacting Klarna. You state that, contrary to what you were informed by Klarna’s customer service, you did not receive any correspondence from Klarna’s security team.
    • I do agree that you were proactive in attempting to resolve this case. However, I do not believe that an adequate timeframe was given for Klarna to provide a satisfactory resolution to you. As stated previously, the security team was still in the process of investigating your case when the complaints team issued their final response. Although I do understand the sensitive nature of your case, investigations into such matters may take time.
    • Based on this reasoning, I do not agree that any additional compensation is warranted in addition to the resolution already provided by Klarna. 

unquote

So there we have it. They upheld my complaint and the account will be deleted from my credit file. Not concerned about compensation but hopefully I can now put this business behind me. 

So glad for you. Almost identical word for word in places to our email , obviously set paragraphs they use. Like you said time to move on and hope nothing like this happens again. Best Wishes. 

Many thanks for all your support.😊

MABLE

Pleased to report all mention of Klarna deleted from my new credit report.

marcia_

MABLE said:

Pleased to report all mention of Klarna deleted from my new credit report.

 Brilliant klarna obviously has very weak id checking giving out funds to anyone without checking but at least they are slowly putting things right. I hope that includes their ID and credit Checking 

Spinners1961

TheWoodler said:

This issue has been covered this morning on the BBC by Rip-Off Britain (09/01/2025) with two case studies and advice from a consumer champion. 

https://www.bbc.co.uk/programmes/m0026qls

A family member saw this programme and urged me to watch it on iPlayer. 

With nothing to lose I wrote to their Complaints Adjudicator on Jan 18th;

Dear Sirs,

 

Sorting out this nightmare cost me time and money so I cannot accept your feeble response to my complaint. 

 

I note with interest that the exact same fraud was recently featured on the BBC 'Rip Off Britain' television programme broadcast on January 9th, 2025.

 

Two members of the public were featured, curiously both from my local area. Both involved the company DHGate and both received their final notice letters off you in early July 2024 - ALL exactly the same as me. However, unlike me, both victims were given an apology and £150 from Klarna as a goodwill gesture.

 

Therefore, as an absolute minimum, I would like the same please - i.e. a proper apology and £150 as a goodwill gesture.

 

Regards

 

Today, I heard back from the Complaints Adjudicator. It is a very long reply so I'll go straight to the adjudicator's decision that, "I therefore agree that compensation is due and that £150 is an appropriate amount". 

Back of the net!

(My letter wasn't spaced as badly as that).

marcia_

 Well done ♥️