I ordered gym clothes from Aybl, spent around £150 and paid with Klarna.
The package was never delivered, with the courier, Evri, taking responsibility for not delivering it and reporting that it had been lost.
However, when I contacted Aybl, they told me they had received them and I still had to pay. Klarna charged me, I got it back through my bank, but then they took money out of my account again.
Klarna said I needed to resolve this with Aybl, but I couldn’t do that because they stopped responding.
Missing Products: Consumers can panic when their order doesn’t arrive, especially if the seller doesn’t take responsibility.
Then it got to the point where Klarna said it was past the window to file a case and they closed it. I tried to contact them about it but they simply referred me to their complaints procedure.
I have received several calls from a debt collection company and am now concerned that interest will accrue and my credit rating will be negatively affected, which could prevent me from pursuing a career in the financial sector, as I hope to do. .
This is really stressful and has been going on for months, can you help me? MW, by email
This is Money’s Harvey Dorset responds: Finding out that your package was lost in transit is incredibly frustrating.
It’s good to hear that Evri did the right thing and admitted it was his fault.
Unfortunately, this message did not reach either Klarna or Aybl, neither of whom took responsibility for the lost package.
Instead, Klarna charged you, while the rest of the debt was piling up on your late payments and you were contacted by debt collectors.
You are right to be concerned about the effect this could have on your credit score.
Klarna and other buy now, pay later services report late or missed payments to credit reference agencies, such as the UK’s three major players: Equifax, Experian and TransUnion.
These reports can remain in your credit file for six years and could cause problems when you purchase credit products later.
Bad credit could also prevent you from progressing towards your dream career in financial services, and many banks or other financial institutions carry out credit checks on potential employees.
I am pleased to inform you that after speaking to the parties involved, Aybl has agreed to refund the cost of your order in the form of a £150 voucher.
Aybl did not respond to a request for comment.
Meanwhile, Klarna offered him £500 compensation for the inconvenience caused; He undoubtedly made a serious mistake, but he went further with that compensation offer.
A Klarna spokesperson said: ‘We’re sorry MW has had to spend so much time on this. We made a mistake in handling the dispute for which we are responsible.
‘We have canceled the invoice, we have removed it from debt collection, we have removed all credit marks and, to try to rectify the situation, we have offered MW compensation for the time and stress they have put into this.
“We have also updated our customer service routine to prevent similar errors from happening in the future.”
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