Consumer complaint received 2026-04-13 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: CarMax, Inc.
State: NC

Complaint narrative:
Subject : Rebuttal and Demand for Method of Verification Continued Reporting of Inaccurate Information To Whom It May Concern, This correspondence serves as a formal rebuttal to your response regarding the above-referenced account. Your reply fails to address the substance of the dispute and does not satisfy your obligations under federal law. You state that the account has been reviewed and verified as accurate, yet you have failed to provide any substantive explanation or documentation supporting such a determination. The document provided is a summary ledger, not the original contract, not a complete accounting, and not sufficient evidence of the validity, structure, or enforceability of the alleged obligation. -- - # # # I. FAILURE TO PROVIDE METHOD OF VERIFICATION You are hereby required to provide the complete method of verification used in your investigation, including : - The identity of the individual or entity who verified the account - The specific records and documents relied upon - The method and process used to verify the accuracy of the reporting - Documentation supporting the charge-off classification and alleged delinquency A general statement that the account has been verified is insufficient and constitutes noncompliance with : - 15 U.S.C. 1681s-2 ( b ) - 15 U.S.C. 1681i -- - # # # II. FAILURE TO PROVIDE CONTRACT AND VALIDATION The document provided does not constitute : - The original contract - A wet-ink signed agreement - A complete and verifiable accounting of the transaction You are required to produce documentation establishing : - The existence of a valid and enforceable agreement- The terms of the obligation - The basis for the charge-off classification Failure to provide such documentation raises material questions regarding the validity of the account. -- - # # # III. FAILURE TO ADDRESS FINANCE CHARGE AND ACCOUNTING ISSUES Your response fails to address the issue raised under 15 U.S.C. 1605 regarding the finance charge and the required {$1500.00} down payment. You have not provided : - An accounting of the down payment - Its treatment within the transaction - Its inclusion or exclusion from the finance charge This omission constitutes a failure to properly investigate the dispute. -- - # # # IV. CONTINUED INACCURATE REPORTING The continued reporting of this account as a charge-off with derogatory payment history, without proper verification and accounting, constitutes : - Inaccurate reporting under 15 U.S.C. 1681e ( b ) - Furnishing inaccurate information under 15 U.S.C. 1681s-2 ( a ) - Misrepresentation under 15 U.S.C. 1692e -- - # # # V. NOTICE OF NONCOMPLIANCE Your response does not satisfy your obligations under federal law and constitutes a deficient investigation. You are hereby provided a final opportunity to : 1. Provide the complete method of verification 2. Produce the original contract or enforceable agreement 3. Provide a full accounting of the transaction, including the down payment 4. Correct or delete the inaccurate reporting Failure to comply will result in further escalation through all appropriate regulatory authorities. This matter remains in dispute. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation