Carvana complaint: Title Registration

My husband and I purchased a vehicle in December 2023. We provided copies of our current and active vehicle registration and license plate. We requested a transfer of both to the new vehicle. We did this on numerous occasions. We were also told that we were going to be reimbursed for those charges after the transfer was completed.

Today I call to get the status of the registration and I am told by the advocate that the department submitted a request for a new license plate and new registration therefore I will not receive the reimbursement. How convenient when this is NOT what was requested. I cannot understand the lack of disconnection with the customer support team and the customer. Is anyone listening? Now we just paid for something we already had. Why do this to a customer? Do you think I want to buy another vehicle from you?