Consumer complaint received 2024-07-17 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: CarMax, Inc.
State: WA

Complaint narrative:
I have a car loan from Carmax Auto Finance. I had only had the car for 2 months when it was totaled due to an accident involving a deer. My insurance company contacted Carmax for the payoff amount. My insurance agency ( XXXX XXXX ) sent Carmax a check with the full payoff amount {$12000.00} on XX/XX/2024. Carmax said it could take 7-10 business days to process. I continued to receive calls throughout XXXX from Carmax customer service representatives stating the full loan was still due. On XX/XX/XXXX, I called Carmax to determine why the check had not been processed. They stated they had not received the check. I got on a three-way call between their supervisor and my insurance agency in charge of the claim. He confirmed that they had sent a check to Carmax with the payoff amount on XX/XX/XXXX. Carmax continued to deny that they had received the check. Then they stated they would be continuing to charge me late and financing fees until it was received. My insurance agent stated he would cancel the first check and overnight a new check with tracking that day. 

On Monday, XX/XX/XXXX, I received an email stating my statement was posted. I was expecting to see everything paid off. However, the statement made no sense because it said, " Congratulations on your upcoming final payment! '' and included steps to receive my title, but showed a " misc. charge '' for {$12000.00} with the total amount after additional financing and late fees of {$12000.00}. This is when I looked thoroughly over my account history online and statements to find that the original check was indeed on the account history as processed but reversed on XX/XX/XXXX. Therefore, when I had talked to the supervisor on XX/XX/XXXX, they had actually received the check the whole time. But now it was canceled in order to send the new check. 

I contacted my insurance company, and they verified that the second check was overnighted and received on XX/XX/XXXX. Not only did the tracking number verify the check was received, but my insurance agent also had a screenshot of a signature of someone at Carmax receiving the check. On XX/XX/XXXX, I contacted Carmax once again to see why the second check received on the XXXX had not been recognized or processed. I was continuing to get calls almost daily stating I owed them money. The representative said they would look into it but could not confirm they had received the money. At this point, I just wanted to be done with Carmax. I had spent hours on the phone with them just trying to get someone to find the check that was somewhere at Carmax. Finally, I got transferred to someone in the accounting department, after being transferred multiple times. Then the person in accounting called me the wrong name. Every person stated that this issue was on me and not recognizing that I had tried twice now to get them paid. The person in accounting finally recognized they had the tracking number but would still not verify they had the check. At this time, my insurance agency had already closed the claim because everything had been taken care of on their end and my end. I am literally just waiting around for them to actually process a check that was now sent to them not once but twice. I just want to be done with Carmax and never use their services again. I just want my account closed out because they have been paid.

Company response to consumer: Closed with explanation