Consumer complaint received 2026-03-12 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Incorrect information on your report — Account status incorrect
Company: CarMax, Inc.
State: GA

Complaint narrative:
I am filing this complaint regarding inaccurate credit reporting and the handling of my dispute by XXXX involving late payment reporting associated with a CarMax Auto Finance account. I previously disputed the late payment reporting because it does not align with my records and I do not recognize several of the reported delinquency entries during the time period in question. I also submitted a valid Identity Theft Report through the Federal Trade Commission requesting that the disputed information be blocked pursuant to the Fair Credit Reporting Act ( FCRA 605B, 15 U.S.C. 1681c-2 ). XXXX informed me that the request did not meet the requirements for a block but refused to explain which statutory requirement had allegedly not been met. During the timeframe associated with the disputed late payments, CarMax Auto Finance documented multiple instances of returned mail and there were communication disruptions regarding the account. I also experienced difficulty accessing the account information through the online portal during this same period. Because of these issues, I was not consistently receiving effective communication regarding the status of the account XXXX through XXXX. Despite these documented communication issues, late payments were reported to the credit bureaus during that same timeframe. I requested documentation demonstrating that proper notice of delinquency was actually delivered during the period in which returned mail and communication problems occurred. To date, I have not received sufficient documentation confirming that notice of delinquency was properly delivered. Under the Fair Credit Reporting Act, once a dispute is received through a credit reporting agency, the furnisher is required to conduct a reasonable investigation and review all relevant information provided by the consumer pursuant to 15 U.S.C. 1681s-2 ( b ). Credit reporting agencies are also required to conduct a reasonable reinvestigation of disputed information under 15 U.S.C. 1681i ( a ). Additionally, federal billing protections under 15 U.S.C. 1666b require that payments be properly credited and that consumers receive appropriate billing information. When notices are not effectively delivered due to returned mail or communication disruptions, the accuracy of delinquency reporting and the fairness of billing treatment must be carefully reviewed. I also requested the method of verification ( MOV ) for the late payment reporting pursuant to 15 U.S.C. 1681i ( a ) ( 6 ) - ( 7 ). Specifically, I requested documentation identifying how the disputed information was verified, including the verification channel used ( such as XXXX or other furnisher verification methods ), the date verification occurred, the department or furnisher responsible for the verification, and the specific records relied upon to confirm the late payment reporting. These records would include payment history ledgers, statement history, delinquency notices, address records, and returned mail documentation.who was spoken to regarding this matter. At this time, the disputed late payment reporting remains on my credit report without a meaningful explanation of how the information was verified or confirmation that the reporting complies with applicable credit reporting standards, including Metro 2 reporting accuracy requirements. Because the information remains disputed and has not been adequately verified, I am requesting that Experian either process the identity theft block pursuant to FCRA 605B or conduct a full and reasonable reinvestigation of the disputed information. If the late payment reporting can not be verified with complete and accurate documentation, the information should be corrected or removed from my credit report as required by the Fair Credit Reporting Act.

Company response to consumer: Closed with explanation