Consumer complaint received 2023-12-11
Company: Carvana Group, LLC
State: CA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
On XX/XX/2023 CARVANA ACCEPTED MY APLICATION FOR A CAR PURCHASE THROUGH XXXX XXXX XXXX. ON THE SAME DAY ATTACHED TO THE APROVAL NOTICE IT SAID THAT CARVANA WILL BE CONTACTING ME WITHIN FORTY EIGHT HOURS. THEY DID AND THEY TOLD ME TO GO ONLINE PICK OUT THE VEHICHLE THAT I WANT AND JUST FOLLOW THROUGH WITH THE PURCHASE ONLINE. THE PERSON I SPOKE WITH ALSO SAID THAT IT IS A SIMPLE PROCESS THAT WILL ONLY TAKE ABOUT TWENTY MINUTES. OK, SO THAT'S WHAT I DID. BUT WHEN I WAS ABOUT FINISHED WITH THE APLICATION I WAS AT THE PART WHERE IT ASKED IF I WOULD LIKE TO ADD A COSIGNER I ENTERED NO THEN TAPPED ENTER AND THE APLICATION PROCESS WAS PAUSED WITH A MESSAGE SAYING THAT THERE WAS AN ISSUE WITH GETTING MY TERMS. SO NOW I AM CALLING AND CHATTING ONLINE WITH CARVANA AND THEY TELL ME THAT I NEED TO CALL XXXX BECAUSE XXXX WOULD NOT ALLOW CARVANA TO DO A SOFT PULL ON MY CREDIT. IT WAS SATURDAY AND EVEN THOUGH I TRIED TO CALL THERE WASN'T A HUMAN AVAILABLE TO TALK WITH SO I WAITED UNTIL MONDAY AND CALLED A FEW TIMES AND TALKED WITH TWO PEOPLE ON THAT MONDAY AT DIFERENT TIMES BOTH OF THE REPRESENTATIVES ASSURED ME THAT MY CREDIT REPORT WAS NOT LOCKED OR FROZEN AND THAT THERE WAS NOTHING ON EXPERIANS END STOPPING CARVANA FROM OBTAINING A SOFT PULL OF MY CREDIT. THE REQUIREMENTS FOR AN APROVAL ON A CAR LOAN WITH CARVANA ARE 1, YOU MUST BE EIGHTEEN OR OLDER. 2, YOU MUST HAVE AT LEAST SIX MONTHS OF CREDIT HISTORY. 3, YOU MUST HAVE AN INCOME EVERY MONTH. I MEET ALL OF THESE REQUIREMENTS. AND WHEN I CALLED AND TOLD THEM THAT I SPOKE WITH XXXX THAT THEY ASSURED ME THAT NOTHING WAS BLOCKING CARVANA FROM GETTING A SOFT PULL CARVANA SAID I NEEDED TO WAIT FORTY EIGHT HOURS AFTER SPEAKING WITH CARVANA. AT THIS POINT I COULD ONLY THINK ABOUT HOW THE PERSON ON THE PHONE IN THE BEGINNING OF ALL OF THIS SAID THAT IT WOULD ONLY TAKE TWENTY MINUTES. SO I WAIT FORTY EIGHT HOURS AND TRY AGAIN BUT THIS TIME WHEN I GET TO THE PART WHERE IT SAID THAT THERE WAS A ISSUE WITH GETTING MY TERMS IT SAID NOW THAT THERE WAS A PROBLEM VERIFYING MY IDENTITY AND IT PRODUCED A BLANK BOX AND PROMPTED THAT I ENTERED MY SOCIAL SECURITY NUMBER SO I DID THEN I TAPPED ENTER AND IT PRODUCED ANOTHER EMPTY BOX THAEN PROMPTED ME TO ENTER MY SOCIAL SECURITY NUMBER SO AGAIN I ENTERED MY SOCIAL SECURITY NUMBER AND AGAIN A EMPTY BOX WAS PRESENTED ASKING FOR MY SOCIAL SECURITY NUMBER AND SO I CALL AND CHAT ONLINE AS WELL AND AGAIN CARVANA SAYS THAT IT IS XXXX THAT I NEEDED TO CALL XXXX AND HAVE THEM FIX WHATEVER IT IS THAT'S CAUSING THE ISSUE SO I CALL AND SPEAK WITH XXXX THIS TIME THEY CONNECTED ME WITH SOMEONE WHO WORKS ON THE XXXX SYSTEM AND THE MAN SAID THAT THERE WAS NO ISSUES ON EXPERIANS END THAT WOULD STOP CARVANA FROM GETTING THE INFORMATION CARVANA NEEDED TO COMPLETE THEIR APLICATION PROCESS THE MAN ALSO WENT ON TO SAY THAT CARVVANA IS LYING TO ME THAT THEY DO NOT WANT TO SELL ME A VEHICHLE. I DID SAY TO THE MAN THAT IF CARVANA DID NOT WANT TO SELL ME A CAR WOULD IT NOT BE A LOT EASIER JUST TO TELL ME THAT THEY WOULD NOT BE ABLE TO SELL ME A CAR BUT THAT MAN JUST BECAME IRRITATED BY MY QUESTION AND AGAIN SAID THAT CARVANA IS LYING TO ME! SO I GET OFF OF THE PHONE WITH XXXX AND I MAKE ANOTHER CALL TO CARVANA WHO NOW TELL ME THAT I NEED TO WAIT ANOTHER FORTY EIGHT HOURS AFTER TALKING TO XXXX.

Company response to consumer: Closed with explanation