Consumer complaint received 2024-12-03 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: IL

Complaint narrative:
On XX/XX/year>, Carmax Auto Finance informed me my car title was sent to my mailing address on file after I paid off my loan reference account number XXXX. The car title was mailed just as regular mail. After confirming the address was correct, I never received the title after over a month of waiting. 

On XX/XX/year> at both XXXX and XXXX hours, I called Carmax Auto Finance to rectify this issue. Both customer service representatives advised I would need a XXXX release letter from Carmax Auto Finance in order to apply for a duplicate title through the Secretary of XXXX 's Office ( SOS ). Both times, the customer service representatives refused to rush my lien release letter needed in order to apply for a duplicate title. Both representatives also refused to mail the letter certified or with a tracking identification number. After explaining that mail in the XXXX area where I live had been frequently stolen, and someone may use my title for fraud, the company still refused to track the letter, and indicated they would fax the letter, but it would take XXXX to XXXX business days. I also explained the process for obtaining a duplicate title in my state would cost me {$50.00} and asked to be reimbursed. Both representatives refused to allow me to speak with a supervisor and stated the {$50.00} would never be reimbursed. 

On XX/XX/year> at XXXX hours, I called once again to check the status of my XXXX release letter. I explained in detail how criminals are able to use the title to commit fraud, and it happens frequently in the area in which I live. Due to my credentials as a certified XXXX XXXX XXXX, this makes me an expert in this area of this specific crime. The representative then requested a rush on the letter, however, stated the supervisor would ultimately need to approve it. Again, my request for my {$50.00} reimbursement a duplicate title would cost me was denied, and my request to speak with a supervisor was denied. 

On XX/XX/year> at XXXX hours, I called to check if the rush on my lien release letter had been granted. I was advised it was, however, I still had not received a fax. 

On XX/XX/year> at XXXX hours, I called to check the status of the XXXX XXXX letter and was told to expect a fax within the hour, and I was given a XXXX tracking ID number for the letter. 

Carmax Auto Finance 's irresponsible mailing procedure placed my personal information and vehicle information at risk, and their deliberate denial of my first requests further increased that risk as time was of the essence. In XXXX once one applies for a duplicate title, it nullifies the original title. Therefore, even though the title may have been stolen, the sooner XXXX is able to apply for a duplicate, the less risk is placed on using the original title for fraud. Carmax Auto Finance is placing customers at risk daily by mailing legal documents in an irresponsible manner : no tracking number, no certified mail, etc.

Company response to consumer: Closed with explanation