Consumer complaint received 2019-10-31
Company: CarMax, Inc.
State: AL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Carmax XXXX XXXX XXXX XXXX XXXX XXXX, Va XXXX ( XXXX ) XXXX On XXXX XXXX, I talked with a carmax customer servicer. I asked what payment was needed to bring the account current. I was told if I paid {$400.00} on or before the XXXX which is my due, it would bring my account current. I also was told as long as I made a payment before the XXXX of each following month I would be within my 30 day grace period and would not be reported as late. 
OnXX/XX/XXXX I made a payment of {$350.00} and {$47.00}, and was told that my account was now current. 

XXXX, I made another {$400.00} payment for {$300.00} and {$95.00}. 
XXXX XXXX, I was charged a late fee of {$18.00}. which I couldnt understand since I was told that my account was current. I did not receive a late fee in XXXX and was making the payment before the XXXX of this month. 

XX/XX/XXXX a carmax representative called and asked did I want to make a payment and bring my account current. I explain to him that I was current and had spoken with several prior representatives in XXXX and XXXX that said my account was current. I explained to him I paid they said what was owed to bring my account current. I explained to him at this point that they were lying, misleading me and giving me false information. The representative apologized and assured me If I could make a payment of {$620.00} before the XX/XX/XXXX, my account would be current. Within two days I made a payment of {$270.00} and {$120.00} On XX/XX/XXXX and XXXX XX/XX/XXXX, I made a payment of {$220.00}. 

On XXXX. XXXX, I received another late fee. 

On XX/XX/XXXX, I paid {$370.00}. I was forced to pay XXXX late fee after being transferred and transferred over and over for an hour. No one could explain to me why I had a late fee. 

XX/XX/XXXX, I made a payment of {$350.00}. At this point I also asked could I talk with a supervisor so that I could inform them on the situation, because this was ridiculous and out of hand. I explain the situation and was told that I would get a call from a supervisor within the next 24 hours. I never received a phone call. 

On XX/XX/XXXX, I called back to explain the situation on what was going on with my account. I explain that a supervisor was suppose to call me back within 24 hours, but I never received that call. I asked for another supervisor, but was told one was not available at the moment. The representative apologize that this had been going on, but could not explain why it was going on. She told me that she saw all the times I had called in and paid and what she was adding up that the account was current. She stated that she could help by giving me a payment extension while they invested my account. I was told once extension went through, which it did on the same day, XX/XX/XXXX, that my account would be investigated by the department who investigates the cases. She also stated in the meantime they would have some of those late payments taken off my credit report. No one never followed up with me, I never got any forms in the mail to complete and return as I told I would have. I was also told several times when I called to check on the status of my account, that they were still working on it, or someone would contact me. No one never followed up with me. 


Carmax never removed the late charges as promised several times to me, nor did any supervisor or the department investing my account contacted me. Once they did the extension everything was swept under the carpet. The fraudulent late charges have remained on my credit and affecting my credit score and history for years.

Company response to consumer: Closed with explanation