Consumer complaint received 2025-05-22 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: Carvana Group, LLC
State: GA

Complaint narrative:
This complaint involves a retail installment agreement that was originated by Carvana and serviced by XXXX. While the contract was signed with Carvana, XXXX now handles billing and credit reporting. 

On XX/XX/XXXX at approximately XXXX I spoke with XXXX XXXX a Representative in the Collections department at XXXX XXXX XXXX informed me that ALL collection communication would cease until the dispute was settled. The dispute was NEVER settled, my concerns were not properly addressed and I feel ignored and taken advantage of. The call was recorded and I have attached the full phone call as well as the sound clip where XXXX from XXXX tells me that collection communication will stop. 

XXXX is intentionally ignoring my requests. 
XXXX is flagrantly violating multiple federal laws by falsely reporting a loan on my credit report, despite never issuing oneONLY a RETAIL INSTALLMENT contract exists. This constitutes a clear violation of the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681s-2 ( b ), which mandates accurate reporting and a reasonable investigation upon dispute. Their failure to validate the debt and provide a full accounting after my dispute violates the Fair Debt Collection Practices Act ( FDCPA ), 15 U.S.C. 1692g, which requires cessation of collection efforts until proper validation is provided. My personal consumer report has been severely injured by the actions of XXXX. 

Additionally, XXXX violated the Truth in Lending Act ( TILA ), 15 U.S.C. 1601 et seq., by failing to properly apply my {$3100.00} down payment toward the vehicles advertised price of {$24000.00}. Instead of financing approximately {$20000.00}, I was charged over {$28000.00} with an unexplained {$7100.00} discrepancy and a hidden {$1900.00} finance chargenone of which were properly disclosed. This deceptive financing constitutes clear predatory lending. 

My proof of Request for Debt Validation and Notices of Default etc. have been attached along with the recorded phone audio in this complaint. 

Despite my signing the contract without recourse to avoid liability for their false and illegal practices, XXXX continued abusive collection activityincluding sending a repossession noticeafter they promised in a recorded call to cease collections during dispute. This ongoing bad faith conduct further breaches contract law principles. 

Case law such as XXXX XXXX XXXX  XXXX ( XXXX XXXX XXXXXXXX ) and XXXXXXXX XXXX XXXX XXXX  ( XXXXXXXX XXXX  XXXX ) reinforce that furnishers must conduct a reasonable investigation and remove inaccurate information, or face liability. XXXX XXXX XXXX, XXXX ( XXXX XXXX XXXX ) confirms the necessity of proper debt validation before collection. 

XXXX  conduct is deceptive, abusive, and unlawful. I demand immediate removal of all false, misleading, and inaccurate information from my consumer reports and a full accounting of the debt as required by law. 

My proof of Request for Debt Validation and Notices of Default etc. have been attached along with the recorded phone audio in this complaint.

Company response to consumer: Closed with explanation