Consumer complaint received 2023-01-18 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: Carvana Group, LLC
State: TX

Complaint narrative:
CFPB, On XX/XX/XXXX I went into a XXXX XXXX XXXX XXXX Branch in XXXX, Tx and spoke to a branch advisor name XXXX to go over over my loan documents regarding my car and excessive interest and late fees, and payment arrangement needing to be made on my account ending in # XXXX which was not honored in the conversation with the representative I spoke with and I was told that I had to wait until my account was past due to set up an arrangement but my account would be notated of the arrangement but was never honored. The Bank has been playing on my cognitive XXXX and taking advantage of me, they have been changing dates, and owed amounts around, as well as charging me late fees where I was never late and making my payments on time. They has been harassing me and making it hard for me to comprehend, retain, and process information without providing me with any documents in the note message box on the online app. and all the information doesnt reflect current and up to date information or anything in writing from there that internal online website. 

The next conversation was about me selling my car and seeking steps for that process my XXXX XXXX XXXX account ending in # XXXX as it related to my sale offer with XXXX. I also needed to go over all documents regarding my car loan for the XXXX XXXX XXXX as I was advised to sell my car if I wanted to purchase a home. When I purchased the XXXX XXXX XXXX and XXXX XXXX and I didnt understand how I came into purchasing the XXXX XXXX and trading in my XXXX XXXX and all the cost associated with the vehicle especially when I did not sign anything or receive copies and loan documents and contract agreement of what I signed I never had to upload or submit any documentation to even qualify for any loans. No one explained anything to me step by step as I needed and asked about using my reasonable accommodations regarding my Cognitive disadvantages. 

I was told that all my documents were correct and that XXXX XXXX did not give consumers any original copies of signed documents at all of what I signed but a blank copy. And I also asked about my GAP insurance that I had on my XXXX XXXX of {$290.00} and was told that my insurance was automatically cancelled once I purchased the XXXX XXXX and that the coverage did not transfer over from the XXXX XXXX ( See Attachments ). 

We also discussed in the branch office in regards to the sell of the XXXX XXXX vehicle what my options were to take care of the negative equity of {$5900.00} that would be owed on the vehicle and they told me that my only option was to that I had to take out a personal expense loan also called a signature loan and go through a Sell Pay Down and to refinance the negative equity that would be left off the sell value of the vehicle from the buyers offer of {$36000.00}. 

I was advised that I had to fill out the loan application first and that my loan application wouldnt even be accepted until they received the check from XXXX of {$36000.00} first. 

Conversation # XXXX : The representative was back and forth on and off the phone with customer service one lastly by the name of XXXX advising me as well besides the in branch representative XXXX at the XXXX XXXX XXXX XXXX branch in XXXX, Tx XXXX of what I needed to do with this process and mention to her that I needed to refinance and do a NO MONEY LOAN the negative equity of {$5900.00} well as a personal expense loan or signature loan for the negative equity that would be left over. She also explained and asked me what term of payment I wanted to pay between 6-36 months with XXXX % interest or 36 months with payments as low as {$180.00} or as high as {$210.00} once approved. 

Status of Loan Application : I was talked into doing a loan and later received a denial of the loan based on an internal review and/or information obtained from my credit report, and that I did not meet their lending criteria for approval. I never received any internal credit reports, any signed documents or copy of personal expense loan application or even never signed anything. I later find out the next few days after going back into the branch that the customer service representative XXXX at the XXXX XXXX location XXXX XXXX XXXX XXXX XXXX XXXX, XXXX TX XXXX XXXX submitted my application loan # XXXX for the whole amount as a personal loan expense with no collateral on XX/XX/XXXX instead of the negative equity amount I was applying for. The whole amount of {$42000.00} was submitted as a refinance of the vehicle instead deceptively which is not what our conversation was about in regards to what NO MONEY LOAN or SELL PAY DOWN negative equity of {$5900.00}. Again I was taking advantage of and mislead about the whole Sell Pay down process when selling a vehicle you currently have a loan with the bank for. My Human rights under the Americans XXXX XXXX have been completely violated. None of the products have been provided for me in writing or offered in my app. 

Conversation # XXXX I asked about the payment arrangements that was made on my account without my consent and mentioned in the conversation that I had spoke to a representative over the phone previously In regards that I was in the middle of a selling process with my vehicle XXXX XXXX XXXX acct. ending in # XXXX and that I would not be making a payment in XXXX because I was paying it off and I asked about what my options were XXXX XXXX XXXX XXXX has not only violated my XXXX rights and the Federal Law but violated their own policy & procedures of what they stand for and how they are dedicated to helping their members in protecting them in any capacity financially. 

My experience with them has caused me great XXXX, and XXXX  and trigger my medical health condition. 

The experience with them financially has caused my credit to decline and reporting to the credit bureaus with hard inquiries sabotaging my credit scores. XXXX XXXX XXXX XXXX has not provided me with their internal credit report that determined there decision to deny my personal expense loan known as a XXXX XXXX XXXX 0 % interest on the negative equity of sell of the XXXX XXXX XXXX loan acct. # XXXX THEREFORE, I am demanding a resolution for XXXX XXXX XXXX XXXX to dispute the hard inquiry made on my credit with their internal credit agency system XXXX XXXX, and other credit agencies in mentioning XXXX, XXXX, and XXXX to be removed due to their deceptive act of misinforming me and leading me to apply for a loan. 

Summary of Rights You must be told if information in your file has been used against you. 
Anyone who uses a credit report or another type of consumer report to deny your application for credit, insurance, or employment - or to take another adverse action against you must tell you, and must give you the name, address, and phone number of the agency that provided the information. 

You have the right to know what is in your file. You may request and obtain all the information about you in the files of a consumer reporting agency ( your " file disclosure '' ). 

I am also requesting for the right to there product to be able to do a SELL PAY DOWN on my vehicle for the negative equity off todays payoff of {$43000.00} from selling price of {$38000.00} in a guarantee letter in writing without doing another hard credit pull and or allow me to sell the vehicle with a payoff offer of {$38000.00} as a total payoff approved and acceptable. 

Lastly, I am requesting a resolution to work with one person as a XXXX  Private Client one on one regarding this selling process XXXX : to XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, VA XXXX, SPECIAL PROCESSING. 

You have the right to dispute incomplete or inaccurate information. If you identify information in your file that is incomplete or inaccurate, and report it to the consumer reporting agency, the agency must investigate. 

Consumer reporting agencies must correct or delete inaccurate, incomplete, or unverifiable information. 
Inaccurate, incomplete or unverifiable information must be removed or corrected, usually within 30 days. 
However, a consumer reporting agency may continue to report information it has verified as accurate. 


IT IS ORDERED.

Company response to consumer: Closed with explanation