An update from Klarna Bank AB
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Multiple Credit Searches
We have been investigating reports of multiple hard credit searches to try to understand
these in more detail. Each customer should have one hard credit search and multiple soft
searches for their first attempted purchase. Then, if another attempt has been made, customers
should only have additional soft searches appearing on their Credit File. We are aware that in
some cases customers have reported that they have identified multiple hard searches on their
Credit File, which we are investigating further with Transunion (Klarna’s Credit Reference
Agency). We are speaking to Transunion again on Tuesday morning for an update. If there are
instances where multiple hard searches have been made for one attempted Samsung Upgrade
Programme purchase, please be assured that we will arrange for any additional hard searches
to be removed.
Declined after being accepted
If you have been accepted for the upgrade programme and subsequently experienced
an issue where you were unable to sign the credit agreement to complete the application and
have since been declined, we are currently working on a process where you will be able to
re-apply successfully. We will provide an update once this is in place and notify customers when
they can re-apply.
Deposits
If you experienced an issue regarding multiple deposits being taken, we can now confirm
that all customer deposits have now been released (where applicable). Customers affected will
be able to see the removal of the deposit hold on their bank account within 3-5 working days.
How long this takes will depend on your bank and how long they normally take to remove the
deposit payment hold.
Unable to sign agreements
For those individuals that were unable to sign their credit agreements, this issue has now
been resolved.
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