Product: Vehicle loan or lease

I traded in my XXXX XXXX XXXX for a XXXX XXXX XXXX XXXX on XX/XX/XXXX. I owed {$15000.00} on the XXXX ( a loan I held with CarMax ) and CarMax offered me {$9600.00} for it. I informed the sales associate that I intended to roll over any outstanding amount from the XXXX into the loan I would be financing for the XXXX and I was assured that had happened at the time of purchase. I had the monthly payment for the XXXX set up for automatic XXXX, which was still deducted from my bank account a few days later. I assumed it was just a timing issue and made a note to follow up with CarMax about it, until another payment for the XXXX was deducted from my bank account in XXXX. I logged into CarMax Auto Finance to attempt to shut off the automatic XXXX  payment myself but was unable to access my previous loan by that time, so I called CarMax Auto Finance. They were able to shut off the automatic XXXX payment for me and they informed me that the issue was due to a mistake made by CarMax staff at the time of purchase ( an incorrect payoff amount was entered for the XXXX ) and that the local store would get in contact with me to resolve the issue. I received my first email from XXXX XXXX on XX/XX/XXXX, which was not only void of any sort of apology, but made it seem as though I had done something wrong and demanded that I somehow come up with an additional {$11000.00}. I followed up the same day to inquire about repayment option and was ignored until I followed up again on XX/XX/XXXX, at which point I was informed by XXXX that he did not know what options we even had to address the issue. That alone was frustrating, since he had been the one to initiate the conversation to begin with. I continued to received automated warnings about my " past due '' loan via text message and email and finally received another email from XXXX on XX/XX/XXXX where he mentioned CarMax was having the XXXX sent back to the store for reappraisal and that they were going to reinstate the loan and we would have to run financing all over again. This was not okay with me so I was taking some time to consider my response when I received a follow-up email from XXXX the next day on XX/XX/XXXX, telling me we needed to " come up with a plan to get this completed, '' as though I hadn't been trying to do that for over a month at this point. I was very upset at how this had been handled already, so it was at this point on XX/XX/XXXX that I complained to XXXX XXXX as well as XXXX XXXX, XXXX XXXX and XXXX XXXX, as they were also included on the email chain by this point ). XXXX was on vacation by this time, so XXXX responded and let me know that CarMax would be willing to cover {$4000.00} of what was still owed on the XXXX to help compensate for what they had put me through so far. She also told me a decision should be made by XXXX XXXXXX/XX/XXXX " to make sure we have the time to complete the process before your previous vehicle payments reinstate. '' While I was certainly not willing to allow that to happen, I decided I would try to work with that offer and I replied the same day to thank her for that offer. I also included an updated itemization I put together and mentioned a few more terms I would like to include in order to protect myself and my finances. This email was also ignored. I followed up once again on XX/XX/XXXX when I noticed a delinquency for a late payment filed on my credit report. There has been no late payment on either loan. I asked CarMax that day to remove that from my credit report and please start responding to me so we can resolve this issue. XXXX said she would follow up early the following week. As of XX/XX/XXXX, I have not heard anything from CarMax and the delinquency is still present on my credit report.