Klarna fraud still "investigating" and refusing to sign for letters

UK8975345

Earlier this year someone at Royal Mail was intercepting my post, which included my personal details. Royal Mail has admitted to this breach. There were several attempts to apply for credit cards in my name which were thankfully denied. I only found out because one of the letters for the fraudulent credit card application arrived. I reported it to Action Fraud and placed a CIFAS marker on my credit report. Royal Mail sent me a cheque of 30GBP to cover the CIFAS registration.

However about a month ago I received a letter from Klarna regarding missed payments for a purchase through Booking.com threatening to send "my account" to debt collectors for a purchase on Booking.com. I have never used Klarna or Booking.com They had approved a fraudulent purchase using my name, but a fake email and mobile number. Klarna only ever tried to contact me by letter three months after the purchase when they were threatening to send it to a debt collector. 

I immediately reported it to them, and it's now been over a month and they are still "investigating" it. I was using ClearScore to check my credit reports which is why I missed the Klarna fraud.

To add to the frustration, I sent Klarna a formal letter via recorded delivery almost a month ago, but the tracking still shows it as unsigned for. It's clear they are avoiding all communication.

Klarna has placed a missed payment on my credit report, and TransUnion have told me that I can't dispute it until Klarna completes their investigation, but I'm worried Klarna will keep reporting missed payments while their "investigation" is ongoing and perhaps even insist that I am responsible.

How can I get Klarna to stop stalling and take responsibility? Klarna also provided me with the payment reference number with Booking.com. I tried to contact Booking.com through Facebook and they initially said they would investigate but eventually they said there was nothing they could do and just blocked me. Any advice would be appreciated.

Mark_d

I would go to my solicitor.  We need to stop Klarna damaging your credit report because you've never had any credit agreement with Klarna

Nasqueron

Report it as fraud to Action Fraud, send the crime reference number to Klarna with a formal complaint by letter, email and maybe even ring until you get a reference number that starts the 8 weeks ticking

The post not being signed for doesn't mean anything, in a big office they might get 100 signed for letters a day, they don't sign for each one individually 

MyRealNameToo

Nasqueron said:

The post not being signed for doesn't mean anything, in a big office they might get 100 signed for letters a day, they don't sign for each one individually 

I can't say how many Klarna gets but we used to get 1-2 sacks of letters and parcels per day that were signed for or special delivery or such. Post Room would be given a clipboard with several sheets listing all there references of what's allegedly in the sacks and just initial the bottom of each page. Clearly this is done without checking as the postman isnt going to wait whilst they try to cross reference hundreds if not thousands of items. 

For us Signed For was just treated as normal post, Special Delivery it depended on if it was addressed to an individual or not. 

MEM62

What's the time frame on this?  How long have Klarna been investigating?  Are you being realistic in your expectation of response times?  

UK8975345

MEM62 said:

What's the time frame on this?  How long have Klarna been investigating?  Are you being realistic in your expectation of response times?  

It's been almost 6 weeks.
TransUnion have told me they can't dispute it until the investigation is over (if for any reason Klarna decide to rule against me which wouldn't surprise me based on what I've read about this company).
I spoke to the Financial Ombudsman Service and they said they are happy to help once 8 weeks have passed since my initial complaint to Klarna.
My credit report clearly shows CIFAS protection on my account and the three fraudulent attempts to take out credit cards in my name. So I don't understand why it's taking Klarna so long to "investigate" this.

UK8975345

I received the following baffling email from Klarna. It looks like they haven't bothered to read any of the information I provided, and they're treating my fraud report like a simple customer service query.

They are asking for basic account details and order information, completely ignoring that my issue is fraud and that I am not the one who made the purchase.

EMAIL FROM KLARNA:

My name is [NAME REMOVED], Thank you for reaching out to Klarna.

We reviewed your email and want to ensure I fully understand your concerns. Based on your email, it seems you are writing to us regarding your formal followup. I want to make sure we address your concern properly.

Since Klarna is a regulated bank, we are required to follow banking regulations. Therefore, we need additional information to verify your identity and locate your account. To proceed with your request, we ask you to provide the following details

1. Your full name
2. Date of birth 
3. Email address used for placing orders with Klarna
4. Order information (store name, purchase date, purchase amount, reference number, and please attach proof of payment).

Once we have the necessary information, we will be able to assist you with your request. Without the requested information, we will not be able to process your request. We appreciate your patience while we gather the required information.

​If you encounter any issues or need further assistance, You can chat with us directly by visiting our Customer Service page via [LINK REMOVED]

I’m glad I was able to assist and wish you a pleasant day

Kind regards,

[NAME REMOVED]

Customer Service

Klarna Financial Services UK limited

Contact information:

Nasqueron

You have to wait 8 weeks after your complaint was registered (assuming you did complain) until you can go to the FOS. If you haven't formally complained (depending what was in your letter), then do so

UK8975345

Nasqueron said:

You have to wait 8 weeks after your complaint was registered (assuming you did complain) until you can go to the FOS. If you haven't formally complained (depending what was in your letter), then do so

I formally complained last month but they haven't acknowledged (or perhaps are refusing to acknowledge) my complaint despite sending it via recorded delivery and a copy via email.

MEM62

UK8975345 said:

I received the following baffling email from Klarna. It looks like they haven't bothered to read any of the information I provided, and they're treating my fraud report like a simple customer service query.

They are asking for basic account details and order information, completely ignoring that my issue is fraud and that I am not the one who made the purchase.

EMAIL FROM KLARNA:

My name is [NAME REMOVED], Thank you for reaching out to Klarna.

We reviewed your email and want to ensure I fully understand your concerns. Based on your email, it seems you are writing to us regarding your formal followup. I want to make sure we address your concern properly.

Since Klarna is a regulated bank, we are required to follow banking regulations. Therefore, we need additional information to verify your identity and locate your account. To proceed with your request, we ask you to provide the following details

1. Your full name
2. Date of birth 
3. Email address used for placing orders with Klarna
4. Order information (store name, purchase date, purchase amount, reference number, and please attach proof of payment).

Once we have the necessary information, we will be able to assist you with your request. Without the requested information, we will not be able to process your request. We appreciate your patience while we gather the required information.

​If you encounter any issues or need further assistance, You can chat with us directly by visiting our Customer Service page via [LINK REMOVED]

I’m glad I was able to assist and wish you a pleasant day

Kind regards,

[NAME REMOVED]

Customer Service

Klarna Financial Services UK limited

Contact information:

Well at least you have had something back from the which shows that a process is under way. You might want to point out to them that they already have your name but you are not privy to any other information that may have been used to open the account as you did not open it. 

Nasqueron

UK8975345 said:

Nasqueron said:

You have to wait 8 weeks after your complaint was registered (assuming you did complain) until you can go to the FOS. If you haven't formally complained (depending what was in your letter), then do so

I formally complained last month but they haven't acknowledged (or perhaps are refusing to acknowledge) my complaint despite sending it via recorded delivery and a copy via email.

Then wait until 8 weeks is up and go to the FOS