Klarna recognises that sometimes the unexpected happens and your circumstances can change. Common events that may contribute to a significant change in circumstances may include:
Sudden or unexpected reduction in income due to loss of employment
A death, long term industry or illness
Relationship breakdown and
Many other examples.
Occasionally, these changes can result in a customer experiencing financial hardship, which means they are temporarily unable to meet their repayment schedule.
Klarna is absolutely committed to helping you if you find yourself unexpectedly experiencing financial difficulties.
If you are in this situation, please contact our customer service team. They are highly skilled and trained to help you with sensitivity, respect and compassion.
The best way to get a fast response is to contact the team via the Chat function in the Klarna app, where response times are generally rapid. However, if you prefer you can also speak with us directly by phoning 1300 000 190. The team will then generally assess your hardship application on the spot.
If you would prefer not to have live contact with our customer service team you can submit a webform for them to review. However, we would generally recommend coming through our live channels of chat and phone to get the most immediate assistance.
Once you have submitted your application, we will discuss when you may be able to make payment. We may then extend the due dates of your instalment payments, to allow you the time you need to put aside the appropriate funds to meet your payments. This is known as entering into a Financial Hardship Arrangement.
We will continue to periodically discuss your situation with you and the appropriateness of the plan under your Financial Hardship Arrangement. We may adjust the plan in consultation with you to ensure it continues to suit your individual circumstances.
Once you have entered into a Financial Hardship Arrangement with us, Klarna will:
Write to you confirming what we have agreed with you.
Freeze any applicable late payment fees during the period of the Arrangement.
Not list the default on your credit reference file (unless we are legally required to do so).
There are several other resources that may be helpful if you are experiencing financial hardship. You may wish to access independent financial counselling and support including through the National Debt Helpline which is a free, independent government service. It provides step-by-step guides, as well as access to financial counsellors in your state via its hotline: 1800 007 007.
In addition, other resources and organisations that may provide helpful advice include:
Klarna Australia Pty Ltd
Level 16, 175 Pitt Street
SYDNEY NSW 2000
However, if you feel the issue has not been resolved to your satisfaction, you are able to:
Lodge a complaint with the Australian Financial Complaints Authority (AFCA) via their website. AFCA provides free and independent complaint resolution. They can also be contacted at email@example.com or on 1800 931 678
If you believe Klarna has not complied with the Buy Now Pay Later Code of Practice, you can lodge a complaint with the Australian Finance Industry Association (AFIA)’s Code Compliance Committee (CCC). The CCC can be contacted via this link or at BNPL-CCC@afia.asn.au
For more information on our complaint handling, please visit our Feedback and Complaints page.
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