Consumer complaint received 2018-10-29
Company: CarMax, Inc.
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
On XX/XX/18 my husband and I contacted Carmax auto finance due to a letter we received stating that our vehicle was in repossession. We were told that someone had removed phone calls from our account and that is why we were never notified before the repossession letter. During that phone call we discussed payment on XX/XX/18 with an intent to pay {$500.00}. We were told that no XXXX were made to the account and payment would be expected on XX/XX/18 or repossession would go into affect on XX/XX/18. We were not asked to give any credit card information or other information further than the intent to pay. On XX/XX/18 XXXX XXXX the third was contacted again with threats of repossession despite the arrangement made with the previous call center manager. He explained the details he was given and was told that the information he was given was false. He explain to the person that he would be going home to verify with the written letter that was sent to us. On XX/XX/18 A Nother call was made by Carmax auto finance group at XXXX stating that the car will be repossessed on XX/XX/18 if payment was not made. I stated to the call center rep that we had already made arrangements with a previous color and that I was currently trying to work and did not have time to discuss anything unless it was new information. A Nother call was made by Carmax auto finance group at XXXX stating that the car will be repossessed on XX/XX/18 if payment was not made. I stated to the call center rep that we had already made arrangements with a previous caller and that I was currently trying to work and did not have time to discuss anything unless it was new information. At that point the call center rep stated to me that I was incorrect and that our car would be placed for repossession tomorrow morning. At that point I asked for a supervisor and the supervisor also stated that the car was up for repossession tomorrow morning. I asked her to go back in the records and look things up. She wanted to put me on hold again and I explained to her that I am currently working phone lines for one of my jobs. At that point the call center rep stated to me that I was incorrect and that our car would be placed for repossession tomorrow morning. At that point I asked for a supervisor and the supervisor also stated that the car was up for repossession tomorrow morning. I asked her to go back in the records and look things up. She wanted to put me on hold again and I explained to her that I am currently working phone lines for one of my jobs. She stated that she would call me back after she had some time to review the information. Once she called back she informed me that there was a mistake somewhere and that due to the date of the letter we received we did in fact have until XX/XX/18 to make a payment of {$410.00}. 
This company has been ridiculous in there miss management of our information. We have received no phone calls to inform us of how late our payments were. We were under the impression that payment arrangements had already been made through the app this company has been ridiculous in there miss management of our information. We have received no phone calls to inform us of how late our payments were. We were under the impression that payment arrangements had already been made through the ap. We however did not know that our bank declined the check despite having overdraft privileges on our bank account to cover car payments or other bills as needed. In XXXX I had a serious injury involving a XXXX  XXXX and XXXX XXXX in my XXXX XXXX. I have been out of work most of the summer and have just recently finished XXXX XXXX as of two weeks ago. I stated this to the we however did not know that our bank declined the check despite having overdraft privileges on our bank account to cover car payments or other bills as needed. In XXXX I had a serious injury involving a XXXX  XXXX  and XXXX XXXX  in my XXXX XXXX. I have been out of work most of the summer and have just recently finished XXXX XXXX as of two weeks ago. I stated this to the Call center representative on the XX/XX/18 phone calls and informed her that now that I was back to work I could take back over handling the account. I was confused however on why I did not receive any phone calls. The representative claims that someone told them not to call us anymore but could not give us details on that phone call. Neither my husband or myself remember telling any representative not to call us. We remember stating to a representative to not call us at work however that does not mean to not call us. Period a collection representative contacting an individual I was confused however on why I did not receive any phone calls. The representative claims that someone told them not to call us anymore but could not give us details on that phone call. Neither my husband or myself remember telling any representative not to call us. We remember stating to a representative to not call us at work however that does not mean to not call us. Period a collection representative contacting an individual while at their place of employment is extremely unprofessional and XXXX look bad on the individual. That type of situation can cause stress at work and in some cases loss of employment. We feel that the mistakes of XXXX  XXXX  XXXX have caused us XXXX XXXX with the constant contact after the lack of contact for three months. This situation needs to be remedied. It is one thing to call once a week to remind someone of a debt but once payment arrangements have been made collection calls should cease until the date of that payment has passed.

Company response to consumer: Closed with explanation