Consumer complaint received 2025-01-23 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: CarMax, Inc.
State: MD

Complaint narrative:
This is the letter I sent to the CEO for the terrible handling of my account during the pandemic. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX CarMax , Inc . 
XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Dear XXXX XXXX, I am writing to you with great frustration, pain, and disappointment regarding my experience with CarMaxs handling of my vehicle loan and the subsequent impact on my life. While I initially trusted CarMax for its commitment to customer service and ethical practices, my experience has been anything but satisfactory. The issues I have encountered have caused me significant harm, both personally and financially.During the XXXX crisis, CarMax allowed consumers to defer certain vehicle loan payments, assuring them that they would be reported as current to credit reporting companies. However, despite this promise, I discovered that CarMax reported me as delinquent for payments that were not required during the deferral period. This false reporting damaged my credit report and had a cascading effect on my financial stability.Furthermore, it has come to my attention that CarMax engaged in other harmful practices, including : Preventing consumers from canceling unwanted add-ons to their car loans.Incorrectly reporting credit information, in violation of the Consumer Financial Protection Act and the Fair Credit Reporting Act.Furnishing false and harmful information to credit reporting companies, even after determining that several types of information were inaccurate.Failing to conduct appropriate investigations of customer disputes, thereby compounding the harm caused to affected individuals.To make matters worse, I was recently contacted by a rude CarMax manager who harassed me with the same false claims and refused to escalate the call when I requested to speak to someone higher up. This interaction was both unnecessary and deeply upsetting, further demonstrating a lack of empathy and professionalism. The continued harassment and unwillingness to address my concerns have left me feeling as though CarMax is doubling down on taking advantage of my pandemic-related hardship.Adding to my distress, I am now facing legal action from CarMax despite the circumstances and the harm already caused. These actions have caused me severe distress, including XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The false accusations on my credit report have had serious implications, affecting my ability to secure a job, housing, or a loan. As a result, I have experienced significant emotional and financial pain, exacerbated by what I perceive to be creditor harassment, including excessive and abusive methods to collect debts and threats of legal action.It is deeply troubling that CarMaxs sloppy practices have smeared the credit reports of hundreds of thousands of customers, violating fundamental consumer protections during a national emergency. False information on a credit report is not a minor issueit has real, tangible consequences for individuals like me, who are left struggling to rebuild their lives in the aftermath.I urge you to take immediate action to address these issues and to provide a resolution that restores my confidence in CarMaxs commitment to its customers. Specifically, I request : A thorough investigation into my case and the immediate correction of any false information on my credit report.A formal apology acknowledging the harm caused to me and other affected consumers.Steps to ensure that such practices do not occur in the future, including improved oversight and compliance with consumer protection laws.XXXX. XXXX, I hope you understand the gravity of the situation and the profound impact it has had on my life. I trust that you will take this matter seriously and work to rectify the damage caused. Please feel free to contact me directly to discuss this further. Thank you for your attention to this matter. I look forward to your prompt response.

Company response to consumer: Closed with explanation