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

booneruk

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:

This email is AI generated slop! I wish organisations didn't do that. So lazy, and reputationally dangerous for t hem.

UK8975345

It's been over 10 weeks and I have already reported it to the Financial Ombudsman. The Financial Ombudsman are opening a case for me and they have already asked Klarna to acknowledge my complaint.

This is the email that I received from Klarna today (this is the first time that Klarna have acknowledged my complaint):

Klarna<service@klarna.co.uk>

​You​

Dear [NAME REMOVED],

Case number: XXXXXXX

Thank you for reaching out to the Klarna complaints team.

We are writing to update you on the progress of your complaint. We understand the importance of resolving your concerns in a timely manner and want to keep you informed about the status of your complaint. Unfortunately, at this stage, we are not in a position to issue a final response.

We want to assure you that we are working diligently to investigate and address your complaint comprehensively.

For more information on how we handle complaints, please visit [LINK REMOVED], where you can find a copy of our complaints handling procedure.

We sincerely apologise for the delay and kindly ask for your continued patience while we continue to investigate your case. Should you have any queries, we kindly ask you to contact our customer service at [LINK REMOVED].

In the meantime we wish you a great day ahead.

Kind regards,

[NAME REMOVED]

Customer Service

Klarna Bank AB (publ)

Contact information: