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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.
What can I do if I’m experiencing financial hardship?
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 0800 447 000. 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.
What happens next?
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).
Other helpful resources.
There are several other resources that may be helpful if you are experiencing financial hardship. One such resource which every New Zealander has access to is MoneyTalks, a free financial helpline for advice and support from trained financial mentors. MoneyTalks can also connect you with services in your community.
In addition, other resources and organisations that may provide helpful advice include:
What if I have a complaint?
You are able to lodge a complaint directly with Klarna through the contact form on our website, via email at firstname.lastname@example.org or via postal mail (with the keyword “Complaint”) to:
Klarna New Zealand Limited (company number 8035397),
PO Box 2219, Auckland 1140
However, if you feel the issue has not been resolved to your satisfaction, you are able to:
Lodge a complaint with the Financial Services Complaints Ltd via their website. FSCL provides free and independent complaint resolution. They can also be contacted at email@example.com or on 0800 347 257.
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