Consumer complaint received 2024-02-03 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Confusing or misleading advertising or marketing
Company: Carvana Group, LLC
State: CA

Complaint narrative:
I was pre approved by Carvana and then fully approved by Carvana. However there marketing add says OVER XXXX XXXX XXXX, NO BANKRUPTCY, MAKE OVER XXXX A YEAR if so then we will approve you no matter what your credit is. 
Ok so I provided proof I was over 18 provided proof no bankruptcy and provided proof I made over {XXXX} a year. So they then continue to ask for more information about you and that your not fully approved yet? However before they ask me for extra documents I had to provide my bank information and connect my account to there account so they can receive a down payment. So at first my down payment was XXXX on the platform for the car I wanted? And they so made me get insurance for the car first and get access to my bank information then they go and take the down payment. So now I'm all of a sudden have a downward payment adding up more then the price of the car. So they then said my car is longer available because I failed to respond to an XXXX mail that was never sent. So now I'm choosing more time to find Another car and I do so and it has a down payment of {XXXX but after I agreed on the car my down payment triple to XXXX a.dy XXXX was 27 % and for a term of 74 months. I'd of had to buy the car 4 times by the time I was done. So after weeks of then continue to keep asking for more information more proof of income it got into a dispute with the under writer. I have Carvana 3 years of tax forms provided how much aade each year and it was well over {XXXX} a year? I also gave them months of bank statements that was said to be used to verify my ID not used as financial statement. Ok why ask for 3 months then? Why ask for ally tax information and I gave them everything verified My address my residence my income my insurance bills cell phone bills everything so they could match addressess which has nothing to do with my loan. They asked for to much private confidential and information. After describing what documents I provided they still wanted more income verification and I gave them more then enough So what happened is after the deal was closing and me and the under writer were allegedly finished and my car was to be delivered well I brought the negotiable apr rate of 27 % that it should be 11 % under Ca laws and I brought up the over payment on down payment and I provided proof of TILA laws that down payment was illegal in the forms of cash and look on tje app they ask for cash only down payment and XXXX doesn't go forward your financial charge. The also charged XXXX for Insurance.Tje insurance that is included in. Your contract and all ready paid for. And I I said to lower the apr rate remove the down payment and remove the fee of GAP insurance and soon as laid tjr law down the under writer became completely combative and says that To give him a second he putse on hold He comes back says something is different You are terminated from Carvana and the treasurery department has cancelled your purchase and you are denied ever coming back.Wow all of a sudden oh they said I had either Information they can't verify, or it's unavailable or fraud. They didn't say what it was when what where because it was a fabrication of a lie to use as quick excuse to not analyze my contract and refuse to lower apr remove down payment and remove GAP fee also on tje app my down payment and taxes changed a few times and they make you believe you have a car on the way Then you get insurance before hand and make you provide bank information to collect immediately tjen they do the credit application lol This is absolutely wrong it wasted XXXX week of my time I made life decisions based off needed to have this vehicle and the payment was taken also and was illegally denied because of there own activities of fraud and false advertising and asking for to much private confidential information that has nothing.g to do with credit advance these people were rude would not put a supervisor on the phone nor would they explain themselves or the situation this completely illegal and nobody enforced the law or following the law. If you don't let them burn you then you will be denied a loan lol

Company response to consumer: Closed with explanation