Consumer complaint received 2018-01-07
Company: Carvana Group, LLC
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
On XXXX XXXX I applied for a car loan with Carvana on their website Carvana.com. On the website your given things that are requested before the loan can be processed. My consumer report was pulled and I was approved, I was given the payment amount per month and down payment required, APR and total cost of the car. Initially all documents I was asked to provide was before the underwriting team took alook at my application which was after the holidays on XXXX XXXX. There was nothing else needed until I received an email from an underwriter XXXX asking for additional things which was verifying I have a credit fraud alert on my consumer report and to pay my current car payment so my account would be up to date. At that time my car payment was due on XXXX XXXX which was a holiday so they considered it 1 day behind so, I was very upset that I was being forced to pay the payment being I signed the contracts for the loan and uploaded my documents on XXXX XXXX and I was n't informed initially about this requirement by anyone. After receiving her email I called in to speak with a supervisor and spoke to a man named XXXX. XXXX began to explain that this would need to be done before the loan could move forward and once I made the payment the underwriting team would approve the loan. After an hour long discussion with XXXX about the payment that needed to be made he then decided to add additional information that needed to be submitted to get the loan done. He wanted me to provide a business license even after I told him I was n't a business owner, 3 months of bank statements when I had already provided check stubs and utility bill or something showing my address which I provide the front and back of my State issued License with my current address. I was disgusted that all of a sudden he wanted to ask for additional documentation because he did n't like the way or previous conversation went and was doing it just to make things extra difficult. I then made the car payment like I was asked and changed my number on my credit report to match the one on Carvana 's site because that 's what XXXX told me I had to do .He then told me If I did n't have those items, I could provide him with a number to HR to verify employment or get some sort of scanned document from the bank showing my check was cashed there. I then explained I did n't cash most of my checks at my bank because there are n't that many locations in the XXXX area near me but then he insisted I provide a receipt from the check cashing store.  After he asked for things that I thought was crazy to ask for just to get a car loan. I provided my bank statements showing the amount of money I 'm paid being deposited in my account. I uploaded the document the next morning on the website and maybe about 15 minutes later the website was updated to all documents were verified by the underwriting team, so I thought. Maybe about 30 minutes later XXXX emailed me stating he still needed me to provide a scanned document from the bank showing the check was cashed there even after I said several times during our conversation I did n't cash the two check at the bank. At this point I really felt he requested these Items based on his feelings from the car payment conversation and was just being difficult. I do n't believe these documents are ask for from every customer because I 've applied for loans with Carvana in the past and was never asked for these documents! I was unable to speak to anyone but XXXX which was frustrating and even when I thought we were pass one thing he 'll add on another just to frustrate me. He continued to make me think if I would provide one thing the underwriting process would began and it did n't. I had to call different numbers to try to talk to someone different and no one would allow me to talk to anyone but XXXX. I finally decided to call the fiance company to speak with someone about my concerns and was promised someone would return my call to resolve the issue and I have not heard back from anyone at this point. I 'm still waiting on a resolution being my loan application is still valid for 30 days and I had n't been denied the loan just asked for things that were impossible to provide and would just cause these things to prolong it until my 30 days are up!

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation