Consumer complaint received 2025-01-15 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: CarMax, Inc.
State: GA

Complaint narrative:
I am writing to formally request a review of my car loan payment history. Despite my communications WITH CARMAX, as well as the credit bureau who stated for me to contact Carmax and I have already now twice. There is a misunderstanding regarding the application of my payments and the fees that were deducted. 

To clarify, I filed for XXXX XXXX bankruptcy in XX/XX/XXXX, during which time I was unable to access my account or communicate effectively with Carmax due to them not mailing statements, nor contacting me, shut my online account down and would not speak to me until I received the discharge in XX/XX/XXXX. It would take until XXXX to be taken out of a collection/hold business office that was not easy to get in touch with. I reclaimed my car and continued making payments, sometimes doubling up, to ensure I stayed current. However, due to the bankruptcy hold status, these payments were not properly recorded until XX/XX/XXXX, when I was finally able to speak with someone and request to be taken out of hold status. 

Additionally, the payment for XX/XX/XXXX was forgiven, and the payment made on XX/XX/XXXX, was intended for XX/XX/XXXX. The XX/XX/XXXX payment was a double payment to catch up, but a portion of it was incorrectly allocated to fees that I did not owe. These fees were subsequently refunded, but this misallocation caused a lag in my payment history, making it appear as though I was late. 

Specifically, I was informed that I was XXXX  days late in XX/XX/XXXX and 60 days late in XX/XX/XXXX. However, I made a double payment in XXXX to cover any outstanding amounts. If the fees had not been deducted, my payments would have been applied correctly, and I would NOT have been late FOR ANY OF XXXX What They Did : Forgave the XX/XX/XXXX Payment : They acknowledged and forgave the payment due in XX/XX/XXXX. 

Refunded Fees : They refunded the fees that were incorrectly deducted the payments. 

Recorded Payments : They recorded the payments made, including the double payments and those made during the bankruptcy period. 


What They Did Not Do : Properly Allocate Payments : They did not correctly allocate your payments, especially the double payment in XX/XX/XXXX, which was partially applied to fees instead of the principal and interest. 

Adjust Payment History : They did not adjust payment history to reflect the forgiven XXXX payment and the early payment for XXXX made on XX/XX/XXXX. 

Communicate During Bankruptcy : They did not provide clear communication or access to MY account during the bankruptcy period, leading to confusion and mis-recording of payments. 

Consider Bankruptcy Context : They did not take into account the context of your bankruptcy and the payments made during this period when assessing late fees and penalties. 

Summary : Late Payments in XXXX and XX/XX/XXXX : Despite making a double payment in XXXX, they recorded ME as being 30 days late in XXXX and 60 days late in XXXX. This likely resulted from the misallocation of payments and the lack of adjustments for the forgiven and early payments. 


Given these circumstances, I kindly request a thorough NON-BIAS review of my payment history, taking into account the forgiven XXXX payment, the misallocated fees, and the payments made during the bankruptcy period. I believe that a proper review will show that IF THE FEES were not charged, as they have fixed, my payments would have not reflected late as they were reported. 

Thank you for your attention to this matter. I appreciate your understanding and cooperation in resolving this issue. Please feel free to contact me if you need any further information or clarification.

Company response to consumer: Closed with explanation