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Carvana complaint: Identify Verification

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Filed 8 Aug 2021 by Stephen

A couple of nights ago, tried to purchase a car. Went through the whole process and at the end there is a identity verification process with questions. At the end they said they were unable to verify my identity and to call 1-800-333-4554. I did so. The person I talked to said that their identity verification person was not available and I would have to call another time. There was no advice against trying a different purchase. Today I saw a car that was a little better deal. I attempted to purchase, again at the end it said unable to verify my identity. I called the above number and they said I had made too many attempts to verify my identity. 1. These were two different cars. 2. Carvana needs to devise a way verify one’s identity without using bogus questions. Overall a very disappointing experience.

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Discussion

3 comments

  1. Susan McLin

    Same thing happened to me. The questions were vague and I didn’t answer 1 correctly. They need to ask more fact based questions & have a back up process. Very unhappy. The man on phone said there was nothing else I could do but wait 6 months and try again. I currently own a carvana car as well. This is ridiculous

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  2. Marie E

    same thing happened to me, and I called the number and they said "sorry, try again in 6 months"!!! There should be a better verification process.

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  3. Erick

    Same experience with me. I was told by rep that once you fail the second attemp you have to wait 6 months to reapply. This is a ridiculous way to verify identity, if they don’t like the loan they should just decline early on in the process. Extremely unsatisfied with Carvana!

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