Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Went to Credit Karma looking for offers for refinancing my car. Caribou made me an offer that would lower my interest rate. And claimed that the payment schedule would be the same as I currently have. I gave them a call and went through a long process of giving them my personal information over the phone. I told them several times that I was only checking to see if they could honor what they had offered. But the representative insisted that we need to go through this long process before he could tell if they could honor it. Turned out that they could not honor what they had offered on Credit ******** concerned that they might sell my information to other companies. When I stated my concern to him, he told me that he had done a soft credit check which I hadnt consented to. I believe that they collected all of my information so they could sell it. He did say that I was not approved but I still believe that my information will be shared with other companies and I will be inundated with phone calls and emails.I believe that Caribou is all a big scam to collect personal information to sell to other companies.

  

  Business Response

  Date: 07/18/2025

  Thank you for contacting Caribou Financial****** (Caribou) regarding a complaint filed with the Better Business Bureau (BBB) by ***** ******, Complaint ID ******** on July 11, 2025. The following outlines our research and resolution. According to the complaint, Mr. ****** visited the Credit Karma website, viewed advertised offers that he was unable to obtain via a Caribou lending partner, and is concerned about the use of his personal information. As described below, Caribou was unable to match Mr. ******* file with a Caribou lending partner. To address Mr. ******* concerns about his personal information, refer to Section 8 of Caribous Privacy Policy ************************************************** where it explains We do not sell personal information about you to third parties for their own benefit and use.
  

  Based on Caribous records, Mr. ****** visited the Credit Karma website, entered his preliminary information and consented to a soft credit pull and Caribous Privacy Policy. Mr. ****** proceeded to the Caribou website and provided additional information to determine if prequalified offers were available from a Caribou lending partner. Unfortunately, Caribou was unable to match Mr. ****** with a lending partner. 
  

  Mr. ******* complaint alleges that his information was collected in order for Caribou to sell it. To address his concerns, refer to Section 8 of Caribous Privacy Policy ************************************************** where it explains We do not sell personal information about you to third parties for their own benefit and use.
  

  Caribou appreciates the opportunity to address Mr. ******* concerns. At this time, Caribou considers the matter closed and will take no further action.

• Initial Complaint

  Date:07/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 28th 2025 I saw an advertisement on credit karma for some unbelievably low auto refinance rates offered by Caribou. After reviewing the fine print and having been reassured on at least two pages that only a soft pull was necessary, I went ahead and hit send. Within minutes I received notification that I had two new hard credit inquiries on my transunion credit file by two separate credit unions. I contacted both credit unions and both of them kept passing me around saying the next department could remove the unauthorized inquiries but no one i spoke to had a clue. It turns out that Caribou is just a referral scam and both the promise of a soft credit pull and 5% 72 month rates was a lie.

  

  Business Response

  Date: 07/10/2025

  Thank you for contacting Caribou Financial****** (Caribou) regarding a complaint filed with the Better Business Bureau (BBB) by ******* *****, Complaint ID ******** on July 3, 2025. The following outlines our research and resolution. According to the complaint, Mr. ***** visited the Credit Karma website and viewed advertised rates that were not available. As described below, after Mr. ***** consented to a soft credit pull and proceeded to Caribous website, he was presented with multiple refinance offers that he was not interested in.

  Based on Caribous records, Mr. ***** visited the Credit Karma website, entered his preliminary information and consented to a soft credit pull. Mr. ***** proceeded to the Caribou website where he was presented with multiple refinance offers to choose from. As Mr. ***** did not select a loan offer and continue with his application, Caribou did not send Mr. ***** application to a Caribou lending partner and a hard pull of credit was not performed. 

  Caribou appreciates the opportunity to address Mr. ***** concerns. At this time, Caribou considers the matter closed and will take no further action.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23553833
  
  I am rejecting this response because:
   The photo shows the two hard inquiries that hit my transunion credit bureau within seconds of going to the Caribou website. No other website was accessed other than Caribou for refinance rates. 
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to refinance my vehicle with this company. After a long and terrible process it was done and I was informed it was accepted and that I would receive an email welcome packet. However it has been over a month and now my old lender is contacting me stating I am about to go 45 days late which will hit my credit. I have attempted to call and email for an explanation and have not been contacted back by any representative of Caribou. The customer service is horrendous and I am now in fear of my credit being damaged due to their negligence

  

  Business Response

  Date: 07/02/2025

  Thank you for contacting Caribou Financial****** (Caribou) regarding a complaint filed with the Better Business Bureau (BBB) by ******* ********, Complaint ID ******** on June 29, 2025. The following outlines our research and resolution. According to the complaint, Mr. ******** submitted an application to refinance his auto loan; however, he did not receive adequate communication about the status of the application. As described below, a Caribou Sales Manager contacted Mr. ******** to apologize for the delay in communication and described the remaining steps of the refinance process. 

  Based on Caribous records, Mr. ******** visited the Caribou website and submitted an application to refinance his auto loan through a Caribou Lending partner. Unfortunately, the lenders original approval expired and an updated copy of the loan package was required to be signed. A Sales Manager contacted Mr. ******** on June 30, 2025 to apologize for the delay and communicated the remainder of the process. Mr. ******** executed the updated loan package and chose to proceed with the refinance.

  Caribou appreciates the opportunity to address Mr. ********* concerns. At this time, Caribou considers the matter closed and will take no further action.

  Customer Answer

  Date: 07/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Title: False approval, poor management, and irresponsible handling of my personal data I started my auto refinance process with Caribou on May 29. From the beginning, I was told that I was already approved, and that I just needed to complete the paperwork. They even ran a credit check, assigned me a lender (*********************), and had me sign all the documents as if the refinance was already confirmed.After that, almost three weeks passed without any clear response. I had to send them an email myself to ask for a status update, because no one was giving me any follow-up over the phone and my calls were never returned.They finally called me only because I emailed them and told me I was not approved due to my income. This is completely unacceptable, especially after making me sign all the documents and verbally confirming that I had been approved. This creates serious distrust, especially considering that they now have all of my sensitive personal and financial information.I absolutely do not recommend Caribou. The process was disorganized, slow, confusing, and full of false promises. They wasted my time, affected my credit, and left me feeling like my sensitive data was handled without any care or accountability.

  

  Business Response

  Date: 07/03/2025

  Thank you for contacting Caribou Financial****** (Caribou) regarding a complaint filed with the Better Business Bureau (BBB) by ****** *******, Complaint ID ******** on June 27, 2025. The following outlines our research and resolution. According to the complaint, Mr. ******* submitted an application to refinance his auto loan; however, he did not receive adequate communication about the status of the application. As described below, a Caribou Loan Advisor contacted Mr. ******* to communicate  that his supporting income documentation did not match the lenders guidelines. 

  Based on Caribous records, Mr. ******* visited the Caribou website on May 29, 2025 and submitted an application to refinance his auto loan through a Caribou Lending partner, including his proof of income documentation. A Caribou Loan Advisor contacted Mr. ******* on June 27, 2025, apologized for the delay, and communicated that the supporting proof of income documentation did not match the lenders guidelines. 

  Caribou appreciates the opportunity to address Mr. ******** concerns. At this time, Caribou considers the matter closed and will take no further action.

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23529071
  
  I am rejecting this response because:

  
  I strongly disagree with Caribou Financials characterization of my experience.
  The issue was not that my income documentation did not match the lenders guidelines the issue is that I was never properly informed of this until I sent an email myself asking for a status update. Throughout the application process, I received no meaningful communication from Caribou about the status of my application or any issues with my documents.
  It is unacceptable that I had to wait nearly a month, completely in the dark, and only received a vague explanation after I initiated contact. One simple email or call during that time could have avoided all of this confusion and frustration.
  As a result of this poor handling, my credit score was negatively affected due to the hard inquiry on my credit report for an application that was never properly processed or explained to me. I am formally requesting that Caribou take immediate steps to remove or reverse the impact of this inquiry and restore the lost credit points. I should not be penalized for a process that failed due to lack of communication on your end.
  If this matter is being considered resolved, I strongly disagree. I am extremely dissatisfied with the way this was handled and expect corrective action, not just an apology.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approved for refinance however the loan officer and assistant I have not received any form of communication about what's going on. Multiple attempts to the call center and emails to them yield no responses. It's going on a month with ZERO updates as to what's going on. Poor communication. Poor service from this company. I have signed legal documents and nothing has been done for a month. ******* ****** and ***** ***** ********

  

  Business Response

  Date: 06/26/2025

  Thank you for contacting Caribou Financial****** (Caribou) regarding a complaint filed with the Better Business Bureau (BBB) by ***** ********** Complaint ID ******** on June 20, 2025. The following outlines our research and resolution. According to the complaint, Mr. ********* submitted an application to refinance his auto loan; however, he did not receive adequate communication about the status of the application. As described below, a Caribou Loan Advisor contacted Mr. ********* to communicate the lenders application decision and closed his application.

  Based on Caribous records, Mr. ********* visited the Caribou website on May 21, 2025 and submitted an application to refinance his auto loan through a Caribou Lending partner. After reviewing Mr. ********** proof of income the lender unfortunately declined the application. A Caribou Loan Advisor contacted Mr. ********** apologized for the delay, and communicated the lenders decision. Mr. ********** application has been closed and the lender will follow up with Mr. ********* with a letter regarding the reasons for their decision. 

  Caribou appreciates the opportunity to address Mr. ********** concerns. At this time, Caribou considers the matter closed and will take no further action.

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23495772
  
  I am rejecting this response because: I waited close to a month for a response. Your Indian outsource center was no help. And the loan officers and assistants do not get back to you. I signed legally binded notarized contracts. With no communication for a month. **** poor company. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I receive mail for *********** J ******, who I do not know and who does not live at my address that I have lived at for the last year. I have requested this company to investigate if fraudulent loans are being given or identity theft has occurred and received a generic response we will remove your address from our system, with no indication that they will research the issue. I have again received mail for that person, a month after being told my address was removed from their system. I want someone in the company to ensure my identity is not being fraudulently used and to investigate likely fraud attempted by the person I am receiving mail for.

  

  Business Response

  Date: 03/28/2025

  Thank you for contacting Caribou Financial****** (Caribou) regarding a complaint filed with the Better Business Bureau (BBB) by ****** *******, Complaint ID ******** on March 20, 2025. The following outlines our research and resolution. According to the complaint, Ms. ******* received letters at her address in someone elses name, and she is concerned about whether someone obtained her identity to apply for an auto loan refinance. 

  Based on Caribous records, Caribou mailed a letter to Ms. ******** address that was addressed to an individual who does not live there. At times, Caribou partners with third parties to obtain mailing lists and addresses, and unfortunately Caribou was provided incorrect information. 

  After receiving the complaint, a Caribou Sales Manager contacted Ms. ******* on March 22, 2025 to explain that Caribou had not received any information related to a refinance application for Ms. ******* or her address, and her information has been removed from all future mailings. Ms. ******* may receive additional mailings that were processed prior to the date Caribou reviewed her complaint.

  Caribou appreciates the opportunity to address Ms. ******** concerns. At this time, Caribou considers the matter closed and will take no further action. 

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found caribou on line. Filled out the information I was approved for the loan terms and conditions. I signed and returned. The whole process was very hard to get ahold of my loan officer with no response most of the time. I reached out to make sure everything was fine as stated and emailed to me. I then was told well we are changing things. This is false advertising and chaos. I demand what I signed and what was approved. I believe this would fall under breach of agreement.

  

  Business Response

  Date: 03/11/2025

  Thank you for contacting Caribou Financial****** (Caribou) regarding a complaint filed with the Better Business Bureau (BBB) by ****** ******, Complaint ID ******** on March 5, 2025. The following outlines our research and resolution. According to the complaint, Mr. ****** submitted an auto refinance application through Caribou and he alleges the loan was changed. As described below, a Caribou Sales Manager contacted Mr. ****** to discuss his concerns, and obtained his approval to submit his application to a new lender.  Unfortunately, Mr. ******* refinance application was declined.

  Based on Caribous records, Mr. ****** visited the Caribou website on February 18, 2025 and submitted his application to a Caribou Lending partner for a refinance offer that included an 84 month term. After the lender reviewed the vehicles odometer picture that reflected higher mileage than the application, the lender confirmed the maximum term they could refinance is a 36 month term. Unfortunately, Mr. ****** did not accept that offer. 

  After receiving the complaint, a Caribou Sales Manager contacted Mr. ****** on March 6, 2025 to explain the lenders mileage guidelines and offer to send his refinance application to another lender who provided a preliminary offer. Mr. ****** agreed to submit his application, but unfortunately the new lender declined his application.

  Caribou appreciates the opportunity to address Mr. ******* concerns. At this time, Caribou considers the matter closed and will take no further action.

• Initial Complaint

  Date:03/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had applied for a loan in which I was approved to refinance my vehicle. I elected a package that I no longer want to contribute to having, and was informed that I am allowed to cancel my warranty(coverage) in my vehicle while still keeping the loan balance. Upon numerous attempts to call/email to get a proper answer and facilitate the process of canceling said warranty, I have yet to receive any word/reapinse that fills that need. It's been over 30 days since my initial point of contact. I was given numerous different numbers to call to which had no avail as I was rerouted back to the original help desk number I called. I'm a rather intelligent person and know how I am supposed to get to where I need to go, but I have been hit with a roadblock or wrongful information by every employee I've contacted every step of the way. I have been repeatedly informed as well to contact my loan officer to which I believe is no longer working for the company, as his email is now invalid and phone number goes blank. Upon requesting for a new loan officer I have yet to receive any news, all the while I'm being charged for a service I do not wish to receive anymore as it's been utterly useless. I simply want to get a hold of a manager/or someone in a similar position of power so that I can express my feelings and hopefully have my issue resolved promptly.

  

  Business Response

  Date: 03/11/2025

  Thank you for contacting Caribou Financial****** (Caribou) regarding a complaint filed with the Better Business Bureau (BBB) by ****** ********** Complaint ID ******** on March 3, 2025. The following outlines our research and resolution. According to the complaint, Mr. ********* refinanced his auto loan through Caribou and he has questions related to his vehicle service contract. As requested by Mr. ********** a Caribou Sales Manager will call him on March 12, 2025 to review and resolve any questions he may have. 

  Based on Caribous records, Mr. ********* refinanced his auto loan through Caribou in December 2022 which included a vehicle service contract. Before cancelling his vehicle service contract, Mr. ********* would like to know the pro-rated refund he would receive.

  After receiving the complaint, a Caribou Sales Manager contacted Mr. ********* on March 6, 2025; however, Mr. ********* was unavailable and he requested that the Sales Manager call him back on Wednesday, March 12, 2025. The Sales Manager will contact Mr. ********* as requested on March 12, 2025 to resolve any questions he may have.

  Caribou appreciates the opportunity to address Mr. ********** concerns. At this time, Caribou considers the matter closed and will take no further action. 

• Initial Complaint

  Date:02/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After I applied and submitted all of my documentation successfully, they performed a hard inquiry on my credit. After the hard inquiry was performed and I was notified, they did not contact me for weeks after, and I persistently followed up with them over the phone. After three months of my application pending I finally told them that they need to tell me whats going on. They then told me that the credit union who is going to be the lender didnt get back to them. A month later, the credit union got back to them and I was told they would need to perform another hard inquiry on my credit. The reason they stated was that my initial application took too long to process due to their own communication issues with the credit union. Essentially, they ran a hard inquiry on my credit affected my credit score, and I was in eligible for the approval process due to their own mismanagement and miscommunication. It is very likely I would have been approved since I have excellent credit so they essentially wasted three months of my time for no reason and negatively impacted my credit score. I need a written explanation of what happened or I will take legal action against them. I will also need them to revoke the hard inquiry they made to one of the credit reporting bureaus.

  

  Business Response

  Date: 02/21/2025

  Thank you for contacting Caribou Financial****** (Caribou) regarding a complaint filed with the Better Business Bureau (BBB) by ******* *********, Complaint ID ******** on February 12, 2025. The following outlines our research and resolution. According to the complaint, Mr. ********* submitted an auto refinance application through Caribou and did not receive adequate communication from Caribou about the status of the application with the lender.

  Based on Caribous records, Mr. ********* visited the Caribou website on October 21, 2024 and inquired about refinancing his auto loan. Mr. ********* submitted his application to a Caribou Lending partner. After reviewing Mr. ********** file, the lender requested additional information. Unfortunately, there was an inadvertent miscommunication and the lender closed out the file. 

  After receiving the complaint, a Caribou Sales Manager contacted Mr. ********* on February 20, 2025 to apologize for his experience and offer to restart his application. Mr. ********* appreciated the call but chose not to proceed.

  Caribou appreciates the opportunity to address Mr. ********** concerns. At this time, Caribou considers the matter closed and will take no further action.

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I refinanced my car through Caribou at the end of summer 2024. It seemed smart as interest rates were starting to fall and my original loan was at a much higher rate. I should have stopped early on in the process, since there were annoyances and miscommunication right from the application process. They misquoted how much I'd be paying per month 3x and I had to redo paperwork, which was now all outdated because they require up to the day paystubs. They were unclear about when the loan would be transferred (it took till November!) and even after taking almost two full months to move the paperwork through, I had overlapping loans ***orted on my credit score for three and a half months, which brought my score down and negatively impacted my rental applications. They still haven't transferred my title, claiming the *** is holding my registration for unpaid fees, which I had thought I resolved with a different *** at Caribou/Beneficial Bank back in September. I got my registration just fine, but my title work is messed up and I get calls and texts from Caribou twice a day, even though I keep telling them my car is in fact registered. I also signed up for autopay with Beneficial (they own the loan) and every other month they don't take my money out and I have late fees. I can't get on the phone with a person at that bank to resolve this. Further more, none of my payments so far have appeared at all on my credit ***ort. Even though I get plenty of messages on my phone from Beneficial, when I try and connect with them, I only get machines. I also isn't transparent when I should be dealing with Caribou or **************** This has been an absolute nightmare and I plan on resolving this only to try and switch to a different firm. I have not actually received the service I signed up for months ago and I'm getting penalized through credit dips.

  

  Business Response

  Date: 02/06/2025

  Thank you for contacting Caribou Financial****** (Caribou) regarding a complaint filed with the Better Business Bureau (BBB) by ***** *****, Complaint ID ******** on January 28, 2025. The following outlines our research and resolution. According to the complaint, Ms. ***** alleged that Caribou misquoted loan offers, did not provide adequate updates, and has not yet transferred the title into her new lenders name. As described below, Ms. ***** accepted the loan offer available from our lending partner and Caribou was only able to recently attempt to transfer the lienholder on Ms. ****** title with the *************************************** (***) when it was able to confirm that Ms. ****** registration renewal was paid.

  Based on Caribous records, Ms. ***** visited the Caribou website on August 24, 2024 and inquired about refinancing her auto loan. Ms. ***** submitted some initial information and consented to Caribous Terms & Conditions and Credit Report Authorization. Although Ms. ***** selected an initial offer, the lending partner provided a counteroffer with a slightly higher interest rate and monthly payment. Ms. ***** accepted the lenders counteroffer and proceeded with her refinance application. Ms. ****** loan was funded through Caribous lending partner on September 30, 2024 and the payoff check was sent to her prior lien holder on October 2, 2024.

  Unfortunately, due to Ms. ****** expired registration and toll violations, Caribou was unable to transfer the lienholder on the new title to the new lender. Caribou provided frequent status updates to Ms. ***** via phone calls and text messages in order to obtain the updated registration. After confirming in early January 2025 that the registration renewal was paid, Caribou sent the title to the *** for processing with an estimated completion date of mid-February. If the *** rejects the title work due to the vehicles toll violations, Caribou will contact Ms. ***** with the documentation provided by the *** so she can pay the remaining outstanding fees.

  Caribou appreciates the opportunity to address Ms. ****** concerns. At this time, Caribou considers the matter closed and will take no further action.