Consumer complaint received 2025-10-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Carvana Group, LLC
State: NM

Complaint narrative:
On XX/XX/XXXX, I wired {$2200.00} to Carvana and submitted all required documents within their deadline to purchase a XXXX XXXX XXXX. Despite my full performance, Carvana 's system repeatedly rejected my attempts to enter correct mailing and delivery addressesinformation legally required for vehicle title, registration, and delivery. After multiple failed attempts and communications with advocates who confirmed address changes were possible, the vehicle lock expired due to these system failures. Carvana then cancelled the transaction, retained {$1900.00} of my payment despite providing no vehicle or service, and resold the vehicle to another buyer. When Carvana later sent a partial {$300.00} refund, they mailed it to the wrong address despite my providing correct address information in six written communications over six weeks, proving the address system failures that prevented the original purchase were real and persistent, not user error. 

VIOLATIONS ISSUE XXXX : Accepted Payment While System Prevented Required Information Entry I paid {$2200.00} and submitted all required documents within Carvana 's deadline. Carvana advocate XXXX confirmed on XX/XX/XXXX at XXXX AM that I could update my delivery and mailing addresses after payment was received, stating " we can change the location. '' However, when I attempted to update this information through XXXX 's online system, it rejected every entry : my correct mailing address, my physical address, and my delivery location. The vehicle lock expired while I was attempting these updates. Accurate address information is legally necessary for vehicle title registration, XXXX documentation, insurance records, and delivery coordination. By accepting my payment while their system prevented me from providing information required to complete the transaction, XXXX created an impossible situation where I could not fulfill the requirements for a valid vehicle purchase despite having paid in full. 

Documentary Evidence : XX/XX/XXXX, XXXX AM : Advocate XXXX confirms " we can change the location '' after payment received XX/XX/XXXX, afternoon/evening : Multiple attempts to update addresses through system ; all rejected XX/XX/XXXX, XXXX PM : Documented to XXXX that XXXX rejected XXXX XXXX XXXX, XXXX NM XXXX XXXX rejected physical address XXXX XXXX XXXX XXXX XXXX XXXX NM delivery ; lock expired during attempts ISSUE XXXX : Unjust Enrichment - Retention of Funds Despite Providing No Value Carvana retained {$1900.00} of my payment despite providing no vehicle, no delivery, and no service. The transaction failed due to Carvana 's system failures, not my fault or withdrawal. I fully performed all obligations : paid {$2200.00}, submitted all documents, and met their deadline. Despite this, Carvana kept {$1900.00} while I bore the entire financial loss. The claimed " shipping fee '' is invalid because no shipping occurred, no costs were incurred on my behalf, and the transaction failure was caused by Carvana 's system preventing me from providing required address information. Carvana then sold the vehicle to another buyer while retaining my {$1900.00}, meaning they suffered no financial loss while I lost {$1900.00} for receiving nothing. 

Documentary Evidence : XX/XX/XXXX : Wire transfer of {$2200.00} ( XXXX XXXX XXXX Tm # XXXX ) XX/XX/XXXX, XXXX PM : Documented vehicle " now see it as available for the next customer again '' XX/XX/XXXX : Cancellation confirmed XX/XX/XXXX : Only {$300.00} refund issued ; {$1900.00} retained ISSUE XXXX : Impossibility of Performance - Carvana Prevented Completion Then Retained Payment After paying {$2200.00} and submitting all required documents, I attempted to complete the transaction by providing accurate mailing and delivery addresses as legally required for vehicle title, registration, insurance, and delivery. Despite multiple attempts through Carvana 's online system and communications with advocates, Carvana 's system would not accept any correct address entries. XXXX advocate XXXX had confirmed on XX/XX/XXXX that address updates were possible, but the system failures made this impossible. Completion of a vehicle purchase requires accurate address informationthis is not optional but legally mandatory. Carvana made performance impossible by preventing me from providing required information, then retained {$1900.00} when the transaction could not be completed. Under the legal doctrine of impossibility of performance, when XXXX party makes completion impossible, that party can not retain payment for performance that could not occur due to their own actions or failures. 

Documentary Evidence : XX/XX/XXXX, XXXX AM : Asked XXXX about address changes; confirmed possible XX/XX/XXXX, afternoon : System rejected all address correction attempts XX/XX/XXXX, XXXX PM : Documented system failures to Carvana before reaching cancellation decision XX/XX/XXXX, XXXX AM : Reiterated " attempted to complete the purchase in good faith, but experienced multiple issues with address verification '' Cancellation screen disclosed non-refundable fee, but only after system had already failed and payment was already made ISSUE XXXX : Post-Cancellation Address Failures Validating Original Concerns After cancellation, I provided my correct mailing address ( XXXX XXXX XXXX, XXXX, NM XXXX ) in XXXX separate written communications between XX/XX/XXXX and XX/XX/XXXX. Despite these documented corrections, XXXX mailed the partial {$300.00} refund check to an incorrect address ( XXXX XXXX XXXX, XXXX XXXX, NM XXXX ). XXXX tracking number XXXX confirms delivery to the wrong address on XX/XX/XXXX. The check was refused and returned to Carvana on XX/XX/XXXX. This demonstrates that Carvana 's inability to process correct address information was a persistent, systemic problem spanning over XXXX weeks and multiple advocate interactions, not an isolated incident or user error. This validates that my concerns about completing a vehicle purchase with a company unable to maintain accurate address information for legal documents were reasonable and justified. 

Documentary Evidence : XX/XX/XXXX, XXXX PM : Correct address provided in cancellation explanation XX/XX/XXXX, XXXX PM : Reported check sent to wrong address ; provided correct address XX/XX/XXXX, XXXXXXXX XXXX  : Provided correct address to advocate XX/XX/XXXX, XXXX XXXX : Provided correct address to different advocate XX/XX/XXXX, later : Third advocate still had wrong address on file XX/XX/XXXX : XXXX XXXX XXXX shows delivery to XXXX XXXX XXXX, XXXX XXXX NM XXXX ( wrong address ) XX/XX/XXXX : Check refused and returned XX/XX/XXXX : Multiple additional attempts to correct address LEGAL BASIS This conduct violates the Federal Trade Commission XXXX ( XXXX XXXX. Section XXXX ( a ) ) prohibiting unfair and deceptive practices, the FTC Refund Rules ( XXXX CFR Part XXXX ) requiring prompt full refunds when transactions can not be completed, and the New Mexico Unfair Practices Act ( XXXX XXXX, Section XXXX ) prohibiting unconscionable trade practices. Common law doctrines of unjust enrichment and breach of good faith also apply. 

RELIEF REQUESTED I request that the Consumer Financial Protection Bureau investigate this matter and facilitate the return of {$1900.00} wrongfully retained by XXXX.

Company response to consumer: Closed with explanation