Consumer complaint received 2019-05-04
Company: Carvana Group, LLC
State: MA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
Starting Thursday, XX/XX/2019 and ending XX/XX/2019 - I attempted to purchase inventory listed for sale on carvana.com ( VIN # : XXXX ) and as a result they conducted multiple hard credit inquiries against my person for inventory they DID NOT HAVE. 

My creditworthiness and reputation, for which I've worked diligently to reflect my character, means a lot to me and I feel violated by their deceptive business listing. Had I known they were misrepresenting their available inventory I would have never bothered trying to purchase it, and subsequently my profile would not suffer any negative impact resulting from the hard pulls accompanying the process associated with a purchasing attempt involving financing through Carvana/carvana.com On Thursday, XX/XX/2019 I started a process to purchase inventory listed for sale by Carvana on carvana.com. The inventory was listed as an XXXX XXXX XXXX XXXX series with VIN # : XXXX. 

The online buying process contained an error which resulted in complications and necessitated that I reach out to customer support through the chat feature, who admonished me to return at noon time the following day on Friday, XX/XX/2019. Actions were taken against my account by the carvana customer support representative in the live chat : information on my account was set and unset by the representative while the inventory was reserved to my account for 24 hours. It is during this period that I believe the telephone number on the account was altered to an incorrect telephone number. 

Upon returning to the website on Friday, XX/XX/2019, I reached out to Carvana customer support again. I was connected with XXXX who got me to the final step of signing contracts, but I noticed that the telephone number on the contracts was not my phone number and it was NOT the telephone number I used to sign up with on the website. It was off by a a single digit which is not in close physical proximity to the actual number. I told the agent this and she advised me to return again with the correct number but to hold off on submitting the request again through the website because it would conduct another hard pull. In the meantime she went ahead and reserved the inventory to my account ( supposedly ). 

I had to eventually contact 3 support representatives. XXXX, XXXX, and XXXX, respectively. They all made it such that the inventory was supposed to be held for me but while connected to XXXX who encouraged me to resubmit the purchasing form to schedule delivery the website had reported on Friday, XX/XX/2019 " This vehicle is no longer available. Your lock timer on this vehicle expired due to inactivity and became available to other customers. Don't worry, we have over 10,000 vehicles in our inventory with your personalized terms on every vehicle. Click below to find your next vehicle. '' In the meantime I've received confusing emails from Carvana which confirm the availability of the inventory and also the delivery dates. I don't know what to do. 

XXXX was on live chat when the car vanished from their inventory upon scheduling delivery. He couldn't tell me why it happened, so here I am reaching out for help because I've nowhere else to turn. The company deceived me and violated my credit profile.

Company response to consumer: Closed with explanation