Consumer complaint received 2025-11-24 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: CarMax, Inc.
State: NY

Complaint narrative:
In short, I have been attempting to get CarMax Auto Finance to provide my car 's title to the XXXX XXXX XXXX XXXXXXXX so I can register the vehicle ( as is legally required of me ), and they refuse to produce the title and a permission to register letter. 

On XXXX, I moved to XXXX XXXX XXXX from XXXX XXXX. On XXXX, I contacted CarMax Auto Finance, as the XXXX holders on my XXXX XXXX, that I intended to register the vehicle in the state of XXXX XXXX The first agent I spoke with on XXXX informed me I needed to visit the XXXX and complete a retitlement form. I drove to my local XXXX, completed the form, and faxed it in. The agent at the XXXX told me that I would also need a permission to register letter from CarMax, so I called them back to request that letter. The second agent I spoke with ( again on XXXX ), told me she completed that request and it could take up to XXXX business days to be " assigned. '' On XX/XX/XXXX, I called back to check in on progress after having heard nothing from CarMax. The agent I spoke to at that time said it was yet to be " assigned '' and I should call back next week. 

On XX/XX/XXXX, I called back and spoke with an agent who put me on hold to " check with the titles department. '' She came back around XXXX minutes later and informed me that ( a ) the permission to register letter was being prepared as we speak, and ( b ) that while CarMax had received my faxed retitlement form, that " title advised it wasn't necessary to mail in the title in the XXXXXXXX XXXX XXXX XXXX XXXX That was confusing to me, because the XXXX XXXX XXXXXXXX XXXX had provided me the form and helped me fax it to CarMax. I pointed that out, and she confirmed it was confusing, but confirmed 100 % that was what title was saying. I had already been on the phone more than XXXX minutes at that point, so I decided not to protest. 

On XX/XX/XXXX, I spoke with the XXXX, who confirmed 100 % the information from CarMax was wrong and they needed the title mailed to them from CarMax to proceed. I called CarMax and was connected to an agent who instantly told me that " the notes say we never received your form. '' I told her that was inaccurate, because just the week prior someone had told me that they had in fact received the form but thought it wasn't necessary. She put me on hold, so I hung up and tried again. This time I was connected with a different agent. I told her the whole story, and she ended up calling various departments, and attempting to contact other agents I had spoken to previously. At the end of the call, she informed me that all of a sudden, the title department had changed their story and they HAD found my retitlement form and in fact were preparing to send everything to me later today. 

I am filing this complaint to ensure 100 % that ( a ) they do in fact send that packet to me and the XXXX XXXX XXXXXXXX before I am out of legal compliance, and ( b ) so that hopfully the CFPB can do something to prevent future customers from having to spend more than XXXX hours on the phone with agents of CarMax, all of whom have different, conflicting stories to tell.

Company response to consumer: Closed with explanation