ComplaintsforKlarna Inc.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid over $200+ of merchandise on a website that was involved in a legal battle with the police because they were caught selling replica brand items. So their customer service no longer works and I keep trying to tell them this but it seems like they just have an automated system that responds to my email. They ask for a series of question and proof that I contacted them, tracking numbers, items and prices, etc WHICH I have provided but they still say I didnt provide them anything and they want to continue charging me the final $60 or so dollars because Klarna is a multi payment website that allows you to get now and pay the remaining balance later. This has been going on for months now. Their customer service is a joke, and the website in question I bought from is Pandabuy, they are no longer a working service company to my knowledge

  

  Business response

  11/05/2024

  Hello ****** - 
  
  Klarna is in receipt of your complaint, ********, in regards to order Z08Q1LRW with Pandabuy. 
  
  In  your complaint you mentioned that this company was in a legal battle with the police due to selling replica brand items. You have not received your items and from here you have reached out to ******** to try to rectify the issue, but all their responses are automated and your evidence is not being thoroughly reviewed. 
  
  After reviewing your disputes and the reviews left for Pandabuy, we agree that you should not be held liable for the payments on this order. 
  
  The remaining balance of $62.81 has been removed from this order as of November 5th, 2024. 
  
  A repayment of $64.80 was issued to the **** ending in 1392, a repayment of $62.80 was issued to the **** ending in 1392 and a repayment of $62.80 was issued to the **** ending in 3051. These were all issued as of November 5th, 2024 as well. Please allow 5-7 days for these funds to populate in your account. 
  
  The payment of $62.81 that was made on June 10th, 2024 was disputed with your bank on June 17th, 2024. When a transaction is disputed, this initiates a chargeback and the funds are retrieved from Klarna by your bank while your bank investigates the dispute. The dispute was closed in your favor on July 17th, 2024. From here, your bank is responsible for crediting the funds back to your account, as the funds are no longer in Klarna's possession. If you have any additional question about how these funds were issued back to you, please contact your bank. 
  
  This order now reflects as complete in your Klarna account with a balance of $0.00. There is no further action needed from you. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at *********************************************************************;

  Customer response

  11/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *********

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My order was never delivered from ****. Klarna states that Temu provided proof that it was. However, they did not send me that proof nor do I know what theyre talking about. It is within my right to request documentation. Either way, I did not receive my order. Klarna has a buyer policy where it states an order will be refunded if it was never delivered. Yet, they resumed payments, did not thoroughly investigate, reach out to me, provide documentation, etc. klarna needs to process a refund immediately per their policy.

  Customer response

  11/05/2024

  **** ****

  

  Business response

  11/06/2024

  Hello **** - 
  
  Klarna is in receipt of your complaint, ********, in regards to not receiving order R3JQH4XD with Temu. 
  
  We are happy to inform you that the remaining balance of $0.55 has been removed from the order and your down payment of $23.66 has been issued to the Mastercard ending in 9650 as of November 6th, 2024. This is the last four digits of an Apple Pay card that was used for this order. Please allow 5-7 days for these funds to populate in your account. 
  
  This order will now reflect as complete in your Klarna account with a balance of $0.00. There is no further action needed from you. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at *********************************************************************;

  Customer response

  11/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ****

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  About 2 weeks ago, I contacted Klarna about reducing payments on an account, I have done this before in the past with no problems and was still able to make purchases. When I explained this to the agent, a notice popped up saying that it was a hardship and I told him that I would hold off on that because I didn't want it to affect my purchase power. He told me not to worry and asked if I still wanted to reduce my payments and I told him only if it's not a hardship. He said not to worry. In my mind, I'm thinking it would be like before, but I go into the app today and see that my purchase power was put on hold. Instead of "don't worry" he should have explained like the agent explained to me today that there were two types of hardships and that it would still affect my purchase power. I specifically told him that I didn't want to do this if it affected anything-meaning my purchase power. I was given a false sense of security.

  Customer response

  11/05/2024

  I just wanted to make it clear that when I said that I didnt want anything to be affected in the screenshot I provided, I meant my purchase power.

  By the agent saying No Worries/Dont worry I took it to mean dont worry about your purchase power being affected.  

  

  Business response

  11/05/2024

  Hello ******,
   
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with Instacart (SGFS4MWC).
  
  We have reviewed your concern regarding your purchase power. Any time you extend a payment in any manner, your purchase power will become unavailable as you are expressing a financial concern. As a courtesy, we have credited your order $25 to help clear the debt. Your remaining balance went from $79.75 to $54.75. We understand there may have been a miscommunication but to clarify, extending your payment will cause your purchase power and it will not restore until the pushed back debt is settled. We hope this addresses your concerns at this time. Have a great day.

  Customer response

  11/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ***********

  Customer response

  11/18/2024

  
  ****** *********** <***************************************>
  Sat, Nov 16, 3:55 AM (2 days ago)
  to **********************************************************************************************
  
  Hello
  I made a complaint against Klarna and received a response on Tuesday, November 5th.  Klarna issued me credit of $25.  At the time, my balance was $79.75.  When the credit was issued, it never showed in the system, so when it was time for me to make a payment 2 days later, Klarna drafted the amount from my account bringing it to 63.80.  I have been going back everyday to check for this credit and it never came through.  I have been talking to agents asking where the credit was I was told to wait.  When I last spoke to someone they told me to wait until the 15th and it would show up in my bank account.  Well, today is the 16th and it still has not been reflected in the amount and it has not shown up in my bank account.  I go back to customer service to try to find out what's going on and was basically called a liar - insinuating that I already received my credit.  I don't understand what he means by there is no such order in debt collection.  If he is referring to the $25 credit,  how is that possible when other agents have seen that the $25 was there and pending?  I provided a screenshot from BBB where klarna promised the $25, as well and he read the previous conversations, so what is he talking about?  I knew that this was gonna be some bull when klarna said they were giving it to me and I saw that it wasn't reflected in my account.  Should I report this to the ************************?
  

  
  

  

  Business response

  11/18/2024

  ******,

   

  It appears the credit did not reflect. This has now been adjusted as the remaining balance has went from $63.80 to $38.80. We hope this addresses your concerns. Have a great day.

  Customer response

  11/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. Thank you!
  
  Regards,
  
  ****** ***********

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the items from a website called Generalille. I tried tracking the products for 2 months. i couldn't followed the route because it was not updated and a mess. After 2 months i got a little package with jewelry cleaner that I didn't order. I paid through Klarna. Of course, they discount the half of the money before I got the wrong package because it took 2 months for me to get it. I contact Generalille. They never answered. I contacted Klarna and is when I just found out the company's name on the billing info was another company from *****. I called the company called Easy cheap I never heard of it in my life and will never buy anything from them because sounds suspicious. they told me package was delivered. I explained them the item i got were not the ones I ordered, and they insisted those were the products and i couldn't return it because they were in ***** and will take too long for them to get it. In that moment i knew was scammed. I opened 2 claims in Klarna and asked them to contact the company and ask the other company to prove them they send me the right products. I sent pictures of the package with less than a pound when the weight of the package i was waiting was about 6 or 7 pounds. They want to charge people without taking responsibilities on the service the customers are getting. i want ********************** investigate the incident and refund me the money they charged me and remove the balance and late fees.

  

  Business response

  11/04/2024

  Hello Magdelis - 
  
  Klarna is in receipt of your complaint, ********, in regards to order QXM07FNC (21250S110299). 
  
  The remaining balance of $47.90 has been removed from the order and your two payments of $20.45 each have been refunded as of November 4th, 2024. 
  
  The first payment of $20.45 was issued back to the **** ending in 1024 and the second payment of $20.45 was issued back to the **** ending in 1024 as well. Please allow 5-7 days for these funds to populate in your account. 
  
  This order will now reflect as complete in your Klarna account with a balance of $0.00. There is no further action needed from you. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at *********************************************************************;

  Customer response

  11/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  Magdelis **** *********

• Initial Complaint

  11/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a purchase with ********* through klarna on 10/18/24. I was charged a duplicate invoice during the check out process and put on two separate payment plans. One where I paid $163 for the initial payment and another where I paid $82 for the initial payment. I called ********* immediately who confirmed there was only one order. So I reached out to klarna about being charged twice for the same two items and they said they were going to look into it. They then got back to me stating they could not refund my money because there was nothing wrong with my invoice and that they would no longer look into the issue. I again stated, there is nothing wrong with the invoice because I did make the purchase however there was only one purchase not two. Klarna staff took NO responsibility and kept trying to push back on ********* despite me mentioning I had already spoken to ********* and they confirmed their was only one order yet you guys are trying to charge me $656 for $328 dollars worth of items. I also sent screen shots showing my order confirmation and that there was only one order but they refused to listen. I had to ask ********* to escalate this to their accounting team but this is so insane. I already paid off the full balance for the items on one of the payment plans, the one that I initially paid $163 on but they refuse to refund my $82 and are trying to keep charging me additional payments when I’ve clearly shown and explained that this is an error on their part and I did not make two purchases, just one. I will NEVER use klarna again. This is true fraud and they are literally trying to steal money from me and refuse to take accountability. It’s a literal nightmare and I want my money back and refuse to make any more payments when I’m being wrongfully charged.

  

  Business response

  11/04/2024

  Hello ***** - 
  
  Klarna is in receipt of your complaint, ********, in regards to a duplicate order with ********* showing on your account. 
  
  The first order was successfully cancelled and refunded by ********* on November 1st, 2024. The payments made towards this order were also refunded. 
  
  The payment of $163.99 was issued back to the VISA ending in **** on November 1st, 2024 and the payment of $164.01 was issued back to the VISA ending in **** on November 1st, 2024 as well. Please allow 5-7 days for these funds to populate in your account if they have not already. 
  
  Now there is only one active order and payment plan with ********* on your account. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at ****************** 

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I order on Feb 23rd with a tracking number of ET030796954CA and was notified after customs released it, that my item was unable to be delivered. On March 2nd I was notified that the item would be returned back to sender . I contacted ****** on March 5th about the issue and spoke with *******. Once it was sent back it would be refunded. I ordered another package and proceeded to wait for the return to clear.

  Despite my disappointment, on April 3rd I received an voicemail (which I kept) saying that my package was at a local post office and that it had been sitting since March 2nd stating that they would give me 48 hours to retrieve the it or it will be returned back to SSense. I never picked it up and I immediately opened a claim with the **** claim number ********.

  On April 3rd that it would have to be picked up within a certain timeframe.

  On April 16th, I was informed that the package that I was told couldn't be delivered to me and would not be delivered if I didn't pick it up was indeed delivered and signed with no proof of signature. By then, the case was closed and I reopened another claim ********. I have contacted Klarna about the situation and SSense which both assured me earlier that everything would be fine. I was told that I needed to close the dispute with Klarna for SSense to take care of it. Klarna never addressed the issue and SSense told me that on (4/18/24) Security Team was handling the issue which never happened either. I closed the dispute on Klarna's end due to talking to an individual on 4/29/24 about this issue being resolved within a week if I closed it and provided the information that it is closed from SSense with ***********.

  April 30, 2024, I was told that since it had been 60 days that it was nothing the company could do for me, even after my multiple attempts in being proactive in getting this issue rectified.

  

  Business response

  11/04/2024

  Hello ****** - 
  
  Klarna is in receipt of your complaint, ********, in regards to order QH9QB2S6 with SSENSE. 
  
  In your complaint you stated that the package was not able to be delivered and was being held at a local post office. ****** confirmed that if the package was not picked up within 48 hours it would be returned to them and a refund would be issued. Unfortunately, this has not yet happened. This is not the experience that we wish for our customers to have and we are happy to get this resolved for you. 
  
  The order has been removed from collections as of August 14th, 2024 and the remaining balance of $358.59 has been waived as of November 4th, 2024. 
  
  The payment of $168.78 was disputed with your bank on May 10th, 2024. When a transaction is disputed, this initiates a chargeback, which means the bank retrieves the funds from Klarna. The dispute was then closed in your favor on May 22nd, 2024. From here, the bank is responsible for crediting the funds back to your account as the funds are no longer in Klarna's possession. If you have any additional questions on how this was issued back to you, please contact your bank. 
  
  This order now reflects as compete in your Klarna account with a balance of $0.00. There is no further action needed on your end. 
  
  We believe this fully addresses any concerns, but should you have any additional questions you are welcome to contact us via chat 24/7 at *********************************************************************;

  Customer response

  11/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed for a bankruptcy and had a Klarna balance. I have continuously emailed and provided supporting documentation to Klarna on this. However, every time I try to use ************ It is telling me I have an overdue balance. Calls with customer support say they will continue to try to fix this, but I never hear back from them. Since this is not fixed, Klarna is attempting to collect on a balance that is subject to a bankruptcy discharge. And this is illegal.

  

  Business response

  11/01/2024

  Hello ****,
   
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding your ability to make purchases with Klarna.
  
  At this time you are not approved to make any purchases with Klarna as you have recently, as mentioned, undergone a bankruptcy. We have cleared your debt and not approving you for any future purchases at this time to help practice safe lending. You are able to find more regarding this here: ************************************************************************************************************************. We hope this addresses your concerns at this time. Have a great weekend.

  Customer response

  11/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22500954
  
  I am rejecting this response because: 

   

  when I went into the app, it still says that I have an unresolved balance.  
  
  Regards,
  
  **** *******

  Customer response

  11/03/2024

  Thats clearly shows that I still owe a balance.  

  Customer response

  11/03/2024

  According to this, theres no balance owed.  Please tell me where you are getting that there is a balance owed.

  

  Business response

  11/04/2024

  ****,

   

  Yes, your purchase was in collections. You do not have any purchase power because you had the debt removed as you have filed for bankruptcy. You will not be approved to use Klarna at this time. We are not able to change this as this is decided by our automated system. We hope this addresses your concerns. Have a great day.

  Customer response

  11/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22500954
  
  I am rejecting this response because: 

  I am not addressing being approved for a Klarna purchase.  I would like you to address why when I go online, it is saying that I still owe.  Please address this.  
  

  Please thoroughly read and understand my concerns.  If you have any questions, please call me directly.  

  
  Regards,
  
  **** *******

  

  Business response

  11/06/2024

  ****,

   

  Your balance was written off due to your bankruptcy. You do not have a balance with Klarna. The system still states you have a balance because you did not pay the order off. This is only communicated to you when you are attempting an order. As long as you are not getting emails regarding having a balance, you are good to go. We hope this addresses your concerns.

  Customer response

  11/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22500954
  
  I am rejecting this response because: 

  The app shows that I do not have a balance, however when I attempt to make a purchase, that is when the balance issue is coming up.  So can you please provide me details on where this balance is coming from, in which balances were written off?

  
  Regards,
  
  **** *******

  

  Business response

  11/06/2024

  ****,

   

  Your balance was written off, meaning it was not paid by you. This does not hold up to the contractual agreement made when you checked out for the order. Klarna is not approving you to make new purchases at this time due to this. This is an automated response as you were denied. An adverse action notice is always emailed within 25 days each time you are denied with a more detailed explanation. We have confirmed you no longer owe the balance on the order. Thank you.

  Customer response

  11/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22500954
  
  I am rejecting this response because: 

  Then why is the system saying there is an outstanding balance?  Can you confirm the orders that you have on me and the original balances?

  
  Regards,
  
  **** *******

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned items from Macys on 04/23/24 and 04/28/24 up to date Klarna did not refund my initial payment neither gave me a credit on my application. For the amount of $342.85. Klarna keep saying the one time credit card last number provided at the time of the purchase was 1854. which is not correct. on the original Macys receipt shows Klarna one time card number last four is 6990. I spoke with Macys they refunded the money to Klarna to the same number of the original receipt which is 6990. Macys do not have records of used Klarna one time card last four number 1854. Klarna its making me pay items that I returned in store. The customer service is terrible I have provided copies of the original receipt and return receipts many times to Klarna. It has been almost 6 months with No resolution.

  

  Business response

  11/01/2024

  Hello *****,
   
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ****** (K0BKF756).
  
  We have reviewed your concern regarding a refund. At this time we have refunded $88.39 to your original form of payment to reflect this return. Please allow 1-7 business days receive this. We hope this addresses your concerns. Have a great weekend.
  
  

  Customer response

  11/01/2024

  
  '***** ******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Attachments
  11:54 AM (1 hour ago)
  to disputeresolution
  
  
  Sent from my iPhone
   One attachment
      Scanned by Gmail
  

  
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Klarna on 9/3/24 to let them know I was returning the items I purchased to ***** for a total of $246.06 because the parts were no longer needed. I provided them with the tracking information for both 1Z1VR7919092956780 and 1Z1VR7919097918722 as well as the emails dated 9/10/24 confirming the parts have been received by ***** and the return had been processed to the **** card provided by Klarna for the purchase. I have also reached out to ***** directly and provided them with an additional email confirming from ***** that the refunds have been issued to the original **** card. Klarna continues to states they need additional proof of the return and are requiring I continue to make payments on items I have returned and provided proof of the return from *****. I would like Klarna to acknowledge the items have been returned and remove the balance from my account - again I have provided them with proof of the returns from ***** multiple times.

  

  Business response

  11/01/2024

  Hello *******,
   
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the order with ***** (Z33JZC13).
  
  We have reviewed your concern regarding your refund from the merchant. We have not received this credit as of November 1. The provided documentation does not specify the destianation of the refund leading to your dispute being closed. As a courtesy we have refunded your single payment of $65.50 at this time. You no longer owe for this order and it is not longer active. We hope this addresses your concerns. Have a great weekend.
  
  

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Aug 7, I had a scammer impersonating TMobile and they got my credit card info for a scam repair. I actually had to cancel my cards and replace my SIM card in my phone because this scam was so invasive. Needless to say, the scammers purchased UberEats and some clothing from my card that I had to close down. The purchaser utilized KLARNA for buy now pay later. Meanwhile, I start getting a bunch of email from Klarna notifying me of a late fee, etc. for these clothes that I never bought. I explained this TWICE to the Klarna customer service people. They say they will investigate, then turn around an hour later and say I'm still liable for the charges. I told them I had to place a credit freeze on my credit, change all my passwords and cancel my cards. The banks I worked with were great and took my info and cancelled and credited the transactions. Klarna, which is obviously not a domestic organization, does not seem to understand customer service and how fraud happens, or what to do about it!! In order to contact someone for customer service, they want you to open an account- I'm not doing that!!! Then they bury their *********************************** all their website screens and make it extremely difficult to find a number to call to speak with someone, and they have no email for complaints or issues. I have no need for those services that they offer. I don't fault anyone that does, but they will not listen to reason about what may be rampant fraud with the use of their services. It would make sense if there were a way to use multifactor authentication to ensure the purchaser wasn't a fraud, but they are out to just make money. Very poor customer services- All I want is to not be charged for this stuff I NEVER bought and for them to realize they got duped.

  Customer response

  10/30/2024

  This is a delivery receipt from *** that shows the items I'm being charged for by Klarna were delivered to somewhere in **, I live in **!!!  I never received these items, I have never heard of Cettire, and never bought anything from them.  The scammer used my info and credit cards to purchase (steal) items that they had delivered to this address as noted on the receipt.

   

  I don't think Klarna has a real fraud department: how do you investigate a complaint and render a decision in under 2 hrs?

   

  Thank you.

   

  ***** ******

  

  Business response

  10/31/2024

  Hello *****,
   
  Klarna is in receipt of your complaint ********. We appreciate your inquiry regarding the orders that were placed under your account that are said to have been unauthorized.
  
  We have reviewed your concern and our fraud department has found these orders to be legitimate due to various security clearances in the app. We are not able to remove the orders from the profile at this time. The orders remain due in full as payment has not been collected. If this is genuine fraud, we will need an official police report to move forward. We hope this addresses your concerns. Have a great day.

  Customer response

  11/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22492307
  
  I am rejecting this response because: 

  I am attaching my original email I sent to ***** PD to notify them of the criminal activity as well as the police report. I would have notified **** earlier however I was on vacation out of the country and was not aware of the unauthorized purchase until the delivery of the items which I attached the prior email notification. I had already cancelled my credit cards however the criminals used my old card before I could cancel.  The credit card theft occurred on 8/7/24, which is probably when the order for the goods was put in, and when the thieves likely opted for using Klarna.  I never use Klarna, nor the vendor from which the items were delivered.  I should not be held liable for theft of my own identity and unauthorized use of my credit cards.

  
  
  Regards,
  
  ***** ******

  

  Business response

  11/04/2024

  *****,

   

  We have now removed all of the 5 active orders on your account as a courtesy. We ask that you please change your password, email and any other details to avoid this from occurring again. If this were to happen again, we may not be able to assist again with this matter. We hope this resolves your concerns. Have a great day.

  Customer response

  11/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩