Consumer complaint received 2020-06-23
Company: Carvana Group, LLC
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Credit denial

Complaint:
I am writing regarding a serious matter wherein Carvana has violated FDIC Fair Lending laws by engaging in a pattern or practice of differential treatment of prospective loan applicants on the basis of race or ethnicity. 

I initiated a loan online, and provided all the requested documents - my pay stubs and Drivers License. I waited for the documents to be verified. The next day, Sunday, I called Carvana and spoke with a representative who said that my paystubs were not sufficient. Keep in mind, I was told this only after they had already received my drivers license and could clearly see Im a minority woman of XXXX. Seems that if paystubs are not sufficient for proof of income, Carvana wouldnt make it an option to begin with. Anyhow, I was then told by the representative they would now need to verify my employment by calling my employer. I am employed by my husbands XXXX and we have been in XXXX in the state of Florida for over the 13 years ( our XXXX XXXX can be easily verified via the Florida Dept of State -XXXX XXXX XXXX   website ). I provided the representative with the business name, phone number, and my husbands name. I was told they would call to verify my employment. After waiting a day with no calls to verify employment, I decided to call Carvana again to find out the status. This time, I was connected with a representative by the name XXXX. Let me start off by saying I was floored by my experience with XXXX - he was extremely insulting and demeaning. When I first get on the phone with him, I ask about the status of the verification as I was told it was going to happen the prior day. Well, now according to XXXX, the verification of employment was no longer sufficient either and was no longer an option for me. Now, I was told I had to provide 3 months of cancelled checks. Why were my paystubs not enough to begin with. Why was I told in the first place that they would call to verify my employment to substantiate my proof of income only to later be denied that option. According to XXXX they need to verify the XXXX   phone number attached to the XXXX  ( as he stated ). Well I explained to him the circumstances of how my husband owns the business, and suggested he take the time to research Florida state records he would see the XXXX XXXX  in my husbands name and I even offered to submit those documents for o him along with a phone bill from XXXX showing my husbands name and phone number on the bill. That wasnt sufficient enough for him. When I questioned the loan process and asked if they treat all loan applicants with this amount of scrutiny as I felt the differential treatment was racially based he said boldly youre coming to Carvana requesting a line of credit and we dont have to approve you for anything. I immediately asked to speak to a supervisor as a I was offended and appalled that a company such as Carvana would allow their representatives to speak to potential customers in such a demeaning way. He did try to diffuse the situation but the damage had been done. At that point is was clear to me that Carvana was engaging in discriminatory lending by making more difficult for me obtain a loan. I eventually requested that he have his superior contact me. I received a call from XXXX, who also was very unhelpful and condescending in her responses to me. I asked her why was I being required to go through all these lengths to prove employment and income. I mentioned to her that a colleague of mine ( a XXXX is woman ) got a loan with Carvana and was able to submit simply her pay stubs and that was sufficient, why is it not sufficient for me? So first the pay stubs were not enough, then the phone verification was not going to be sufficient, now I am required to provide 3 months of cancelled checks? Verifying my employment is simple yet Carvana representatives refused to do so. It is obvious that Carvana has engaged in discriminatory lending against me by using different standards in determining whether to extend credit. It was not until after Carvana received my license and identified me as being XXXX XXXX XXXX, that I was required to provide additional documents that are otherwise not required to be provided by other non minority applicants. 

This is a serious violation of civil rights and Undoubtedly if this has been done to me, it most certainly has been done to other XXXX XXXX  XXXX  as well. During these challenging social times, it is unacceptable for a company such as Carvana to  practice these unethical discriminatory lending tactics.

Company response to consumer: Closed with explanation