Consumer complaint received 2025-07-19 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CarMax, Inc.
State: CA

Complaint narrative:
XXXX XXXX XXXX, XXXX. 
XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX Email : XXXX Phone : ( XXXX ) XXXX Date : XX/XX/XXXX To : Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX  XXXX DC XXXX Subject : Formal Complaint Regarding Inaccurate and Unlawful Reporting by CarMax FCRA & SCRA Violations Re : CarMax Auto Loan Account # XXXX Dear Consumer Financial Protection Bureau, I am submitting this formal complaint regarding CarMax Auto Finance and its continued furnishing of negative credit information to Experian and possibly other credit bureaus. The subject account was reported as charged off in XX/XX/XXXX, with a {$25000.00} balance past due, and an original balance of {$28000.00}. I am currently an XXXX XXXX member of the United States XXXX, stationed at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX and therefore entitled to protections under the Servicemembers Civil Relief Act ( SCRA ) [ 50 U.S.C. 3937 ]. 

This derogatory reporting is harmful, inaccurate, and appears to violate multiple federal laws. 



Disputed Account : Creditor : CarMax Auto Finance Account Number : XXXX Date Opened : XX/XX/XXXX Status : Account charged off. {$25000.00} written off. {$25000.00} past due as of XX/XX/XXXX. 
Reported by : XXXX  Terms : 62 Months On Record Until : XX/XX/XXXX Legal Basis for Complaint : XXXX. XXXX XXXX. XXXX Creditors are required to provide a reasonable time for payments to be posted before classifying an account as late. The reporting of this charge-off lacks transparency regarding this requirement. 
2. 15 U.S.C. 1692c ( c ) This section prohibits continuing to report or collect on an account once a dispute or validation request is submitted. CarMax has not provided signed agreements, payment records, or verification of the debt.

3. 15 U.S.C. 1681 Under the Fair Credit Reporting Act, furnishers must ensure that all data they report is accurate and verifiable. Any failure to do so mandates deletion. This account was reported with no explanation or due process and no effort to validate its accuracy.

4. 50 U.S.C. 3937 ( SCRA ) As an active duty servicemember, I am legally protected from adverse financial actions without court intervention and proper consideration of my military status. The failure to accommodate these protections amounts to a federal violation.

Requested Action by CFPB : Investigate CarMax Auto Finance for unlawful furnishing of negative data in violation of the above statutes.

Require Experian and any other credit bureau to immediately delete the CarMax account from my credit profile unless CarMax can fully validate and verify the debt with legal documentation.

Provide me with documentation of your findings and any enforcement or remediation action taken.

This reporting is severely damaging my credit profile while I am on active military duty, and I am demanding immediate corrective action under both the FCRA and SCRA. 

Sincerely, XXXX XXXX XXXX, XXXX. 
XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX Email : XXXX Phone : ( XXXX ) XXXX

Company response to consumer: Closed with explanation