Consumer complaint received 2025-08-22 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: Carvana Group, LLC
State: FL

Complaint narrative:
CFPB Complaint Carvana Group , LLC ( XX/XX/XXXX ) On XX/XX/XXXX, I purchased a vehicle from Carvana and downloaded their official Purchase Receipt, which listed the delivery date as XX/XX/XXXX and confirmed that the tender was accepted and the account was closed at zero balance. The receipt included the full transaction details and confirmed no balance remained. Based on this receipt, I was required to provide insurance three days before delivery, and I did so through XXXX insurance coverage. XXXX would not have issued coverage unless the purchase had been recognized as a valid, completed transaction. 

Carvanas own stated policy is that once a consumer begins a purchase, they have 40 minutes to complete the process ( or XXXX hours if pre-ordered ). I completed my purchase within that time frame, and the system confirmed it by issuing the Paid in Full receipt. By policy, the transaction was finished. Yet beginning on XX/XX/XXXX and continuing through XX/XX/XXXX, Carvana contradicted its own completed process. They inserted a fabricated cashiers check requirement, moved dates around on the dashboard, and pressured me by phone on the XXXX. Their own 40-minute rule proves the deal was done on the XXXX meaning everything they did afterward was manipulation to undo a transaction they had already closed. 

Less than one week after I filed my Carvana complaint with CFPB ( XXXX XXXX. XXXX, filed XX/XX/XXXX, closed on XX/XX/XXXX or XX/XX/XXXX ), that very same account purchased another vehicle from Carvana. On XX/XX/XXXX, their own system generated another Paid in Full receipt, showed the tender accepted, closed the account at zero balance, and allowed me to obtain insurance coverage. If their excuse truly had merit that the account does not exist why am I now holding a third receipt tied to the same account, each closed at zero balance? 

On the evening of XX/XX/XXXX, I began to see changes on my Carvana dashboard. Different advocates made edits between the XXXX and XXXX. A cashiers check requirement suddenly appeared, tied to the delivery date. By the morning of XX/XX/XXXX, I was told I had to upload a cashiers check or pay cash up front before XXXXXXXX XXXX. in order to get delivery by the XXXX. This was after my order had already been completed and marked Paid in Full. 

Carvana then called me on XX/XX/XXXX and pressured me to admit I had canceled the order. I did not cancel my order. I have a recording where I stated clearly that I did not cancel my delivery. Despite this, Carvana canceled the order and later logged it as Canceled XX/XX/XXXX, which was the original delivery date. This was a cover-up : the cancellation actually happened on the XXXX. 

Afterward, I confirmed through XXXX records that the VIN for this vehicle had been canceled since XXXX and carried a lien. Carvana knew this car could not be legally titled or registered, yet still sold it to me, issued a Paid in Full receipt, and allowed me to obtain insurance on it before canceling the order. 

This is not the first time this has happened. CFPB also just recently closed my complaint against XXXX ( XXXX XXXX. XXXX, filed XX/XX/XXXX, closed less than five days ago ). In that case, XXXX admitted tender came over temporarily before later denying the account altogether. Both XXXX and XXXX, under the same corporate umbrella, have used the same excuse the account does not exist while their own systems produce receipts that prove the opposite. 

Between the two companies, I now hold three separate receipts, all tied to the same account, each closed at zero balance. Both companies told CFPB the account does not exist. Yet their own systems continue to generate receipts, insurance confirmations, and account closures. 

If the account truly does not exist, how did it purchase another vehicle in XXXX and generate yet another Paid in Full receipt less than a week after I filed my CFPB complaint? How does a nonexistent account keep producing receipts, balances, and insurance coverage across two companies and XXXX years? 

This is not a fluke. Carvana and XXXX practice fraud and deception as if it were second nature like a second skin. Their own receipts, DMV records, and insurance confirmations prove it.

Company response to consumer: Closed with explanation