Consumer complaint received 2026-05-11 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: AZ

Complaint narrative:
Consumer Financial Protection Bureau Complaint Company Name : Carvana, LLC Company Address : XXXX XXXX XXXX XXXX XXXX. XXXX, AZ XXXX Issue : Improper electronic withdrawal after cancellation of vehicle purchase / failure to timely refund consumer funds Complaint : I am submitting this complaint regarding Carvana, LLCs improper withdrawal and retention of {$2600.00} after Carvana canceled my vehicle purchase. On XX/XX/XXXX, Carvana confirmed that my purchase order for a XXXX XXXX XXXX XXXX XXXX XXXX XXXX had been successfully placed. The order confirmation identified a total transaction amount of {$26000.00}, delivery to XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, AZ XXXX, and a scheduled delivery appointment of XX/XX/XXXX between XXXXXXXX XXXX and XXXXXXXX XXXX XXXX. On the same date, Carvana separately confirmed in writing that a payment of {$2600.00} had been initiated from my XXXX XXXX account ending in XXXX for the vehicle purchase. Carvana specifically stated that the payment would take up to five business days to be withdrawn. After the order was placed, Carvana later canceled the vehicle purchase on XX/XX/XXXX at XXXX p.m. XXXX and sent written confirmation stating that the vehicle purchase was canceled. Despite Carvana canceling the vehicle purchase before the debit finalized, Carvana nevertheless completed the {$2600.00} withdrawal from my account afterward. My attached transaction records show that the debit processed as completed to Carvana, LLC Credit/Loans even after the transaction had already been canceled. The funds should never have been removed from my account because Carvana had already canceled the purchase prior to the completion of the withdrawal. Once Carvana canceled the order, Carvana no longer had lawful or contractual authorization to continue processing, finalize, retain, or delay return of the payment. Carvana then advised that my refund is being reviewed, despite the fact that Carvanas own records establish : 1. The order was canceled ; and 2. The debit still processed afterward. This conduct raises serious concerns involving improper electronic fund transfer activity, unfair and deceptive business practices, and improper retention of consumer funds. This matter implicates, without limitation : - Electronic Fund Transfer Act ( EFTA ), 15 U.S.C. 1693 et seq. ; - Regulation E, including 12 C.F.R. Part 1005 and 12 C.F.R. 1005.11 regarding unauthorized or erroneous electronic fund transfers and investigation obligations ; - Arizona Consumer Fraud Act, A.R.S. 44-1522 ; - A.R.S. 47-4401 regarding improper debits and withdrawals ; - Applicable consumer protection laws governing deceptive or unfair business conduct. Carvanas actions caused financial harm and disruption because funds were removed from my account after cancellation of the transaction. The withdrawal should never have finalized after Carvana canceled the vehicle purchase. I am requesting CFPB assistance to obtain : - Immediate return of the full {$2600.00} ; - Written explanation identifying when the debit was submitted, when the cancellation was processed internally, and why the debit nevertheless completed afterward ; - Confirmation that no adverse reporting, collections activity, account restrictions, or additional charges will occur related to this canceled transaction ; - Preservation and review of all ACH/payment processing records, internal account notes, cancellation records, communications, audit logs, and related transaction records associated with this matter. Carvana canceled the purchase before the debit finalized, and the funds should never have been removed from my account afterward.

Company response to consumer: Closed with explanation