Consumer complaint received 2018-01-02
Company: CarMax, Inc.
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Fraudulent loan

Complaint:
- [ ] My business partner and I bought the car in XXXX North Carolina. We drive home to GA to find out that the car had so many problems, we broke down at the XXXX Carmax to fix the car. After long conversations with Carmax Corporate who instructs us to go to the XXXX Georgia location, and tricked us in to rebuying the same car with another fraudulent financing loan contract with a second Carmax auto finance account number contract signing to fit in the tag and title price in the contract which we were fraudulently told in North Carolina Carmax dealership that our tags and title were included into the loan and that we would be mailed our tags to the local XXXX dmv tag office. It was all a lie and we were stuck with a {$900.00} expired tag and title bill, the tags were never shipped by Carmax, the dealership made us assume responsibility. Carmax has two different car owner fraudulent loan account numbers open in our name for the same exact 1 XXXX XXXX XXXX car. We managed to payoff the car in its entirety, as you can see from the XXXX/XXXX/XXXX receipt but wasnt aware that Carmax would not notify or disclose to us that payoff update, us unable to be notified properly do to life changing events, like dealing with going to granddad passing away, New Breaks in our XXXX XXXX Business, And  Homelessness, With Health issues in both of us. They heard how bad off we were and ended waiting over XXXX hrs just to sign papers and minor care to the car to get it running again, and we still ended up not being able to get a rental, the Carmax fraudulent inconvenience caused insurance to lapse, which came to us at the last moments of signing last papers. We are Legally Deemed XXXX by the Americans with Disabilities Act ( ADA ) And it was to our disadvantaged eager to leave cause we had to fax Dire Need Letter To XXXX. We were told to come by XXXX XXXX, XXXX for a check up, they actually said this is an attempt to collect a debt, and we argued that the car was paid off, but they ignored us, didnt check the car and sent us on our way. We found out that you MUST ask the appropriate question to start the payoff process finding the Original Account, and following procedure for the payoff process. They finally sent a XXXX XXXX XXXX but charged off over {$14000.00} while fraudulently subtracting and adding, crediting and returning over XXXX Times a month from XXXX XXXX to XXXX XXXX using invalid codes as forms up payments. This was not authorized by us and they stole the thousands of dollars they were trading back and forth on XXXX  fraudulent Carmax loan accounts never emailing us, calling us, telling us in person nor mailing us any information or updates about our XXXX accounts with the constant adding and subtracting of account credits and refunds they kept doing in secret over and over on XXXX loan accounts, they locked us out in XXXX of having access to our Carmax car owner account. Carmax towed our payed off car away on XXXX XXXX, left us stranded with no food or water in the massive Georgia snow storm. Since then we have not been able to get to any doctors appointments and have lost any and all preplanned commissions wages jobs due to having no transportation. Carmax discharged the bogus {$14000.00} loan balance to our credit scores for a plenty of 7 years with repossession status on our credit files. Our livelihood, business reputation and lives our ruined forever due to Carmax being negligent and fraudulent. This was my first time buying a car at XXXX XXXX XXXX, I am throughly traumatized and sick with XXXX getting hospital treatments due to Carmax and Carmax forever ruined our future car buying endeavors by destroying our credit profiles.

Company response to consumer: Closed with explanation