I ordered sportswear from Aybl, cost around £150, and paid with Klarna.
The package was never delivered, with the courier Evri taking responsibility for its failure to deliver and reporting it as lost.
However, when I contacted Aybl they said I had received them and I still had to pay. Klarna charged me a fee, which I reclaimed through my bank, but then they debited my account again.
Klarna told me to resolve this with Aybl, but I couldn’t because they stopped responding.
Missing goods: Consumers may panic if their order does not arrive, especially if the seller does not take responsibility
It then got to the point where Klarna said I had gone by the window to raise a case and they were closing my case. I had tried to contact them about this, but they only referred me to their complaints procedure.
I have received several calls from a collection agency and I 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 industry as I hope to do.
This is very stressful and has been going on for months. Can you please help? MW, via email
Harvey Dorset from This is Money replies: It is incredibly frustrating to discover that your package has been lost in transit.
It’s good to hear that Evri did the right thing and admitted it was a mistake.
Unfortunately, this message did not reach Klarna or Aybl, neither of whom took responsibility for the missing package.
Instead, you were charged by Klarna, while the rest of the debt piled up from your missed payments and you were contacted by debt collectors.
You are right to be concerned about the impact this could have on your credit rating.
Klarna and other buy now pay later services report late or missed payments to credit reference agencies, such as the three main players in the UK: Equifax, Experian and TransUnion.
These reports can remain on your credit file for six years and can cause problems if you take out credit products later.
Bad credit can also stop you from moving into your dream career in financial services, with many banks and other financial institutions running credit checks on potential employees.
I am pleased to say 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.
Klarna has now offered you £500 compensation for the inconvenience caused. The company undoubtedly made a serious mistake, but did its utmost with that compensation offer.
A Klarna spokesperson said: ‘We’re sorry that MW has had to spend so much time on this. We made a mistake in handling the dispute for which we take responsibility.
‘We have written off the invoice, taken it out of collection, removed all credit marks and in an attempt to make amends, offered MW compensation for the time and stress she spent on this.
“We have also updated our customer service routine to prevent the recurrence of similar errors in the future.”