Consumer complaint received 2023-12-30
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Problem with signing the paperwork
Company: Carvana Group, LLC (GA)

Since XXXX  I have been trying to get out of this predatory loan and since XX/XX/XXXX I have been trying to sell this used vehicle back to Carvana with this XXXX loan with illegal interest rates. Both companies make it impossible for a XXXX woman to proceed with this process despite their websites indicating the information needed. I have submitted my XXXX pay off to Carvana on more than XXXX separate occasions as requested, but after I submitted a written complaint about concerns of discrimination they immediately demanded that I only speak to them over the phone. I am XXXX and have submitted written notification of this to both entities since XXXX, but I alternatively receive responses that I MUST call to have this transactions and concerns processed. I have provided numerous screenshots proving there is no balance due and numerous up-to-date XXXX payoff letters but Carvana continues to insist that they need to speak with me on the phone along with the loan servicer DESPITE them already divulging that they have direct access to my financial account with XXXX without prior authorization. When I attempted to purchase a new car via Carvana within the last XXXX days I also experienced the same bias as I provided exactly what was outlined on their website ( financial documents/proof of incomet ), however, I was repeatedly prompted to supply additional documentation that were NOT listed on their website as a requirement. It was falsely lead to believe that the vehicle purchase was on track after providing proof of insurance and all the requested documentation only to receive a demand for a list of documents that again were no where on their website ( export attached ). This negatively impacted my insurance and caused unnecessary confusion for no reason at all. All of these have happened after I was first prompted to upload my photo ID. It's as if they are intentionally making it harder or near impossible for XXXX XXXX XXXX  to receive loans or sell their vehicles despite receiving an offer. XXXX is now refusing to provide written confirmation of the XXXX pay off amount as I attached a copy of it, emailed both companies at the same time and requested a simple " yes '' to confirm the payoff amount. Not only am I limited in functioning, but I do NOT feel comfortable providing my SSN and private identifying info to Carvana as it would be required by XXXX to confirm my account information. I've never had to do all of this to sell my car or buy a car. Ever. Both companies are predatory and bias and should be addressed accordingly. They provide no alternative communication methods nor accommodations to customers which is illegal in and of itself and I am being discriminated against in order to be forced to stay in a predatory loan that they collude to get vulnerable and at risk customers to agree to. See attached correspondence and screenshots. The last time I submitted a complaint they insisted on only speaking over the phone to address these concerns as well showing a clear pattern of bias in the way that they provide customer service and address their illegal practices. For the record, complaints were filed against both entities as soon as I became aware of fraudulent business practices, misleading sales, issues with my vehicle, etc. This also seems to be retaliation for those complaints as their refusal to cooperate with this simple transaction is unfounded.