Consumer complaint received 2026-01-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CarMax, Inc.
State: CA

Complaint narrative:
I am filing this complaint based solely on material inaccuracies and omissions in the written response CarMax Auto Finance submitted to the CFPB, and the subsequent conduct that contradicts that response. This complaint does not re-argue prior disputes. It addresses what CarMax represented in writing, what it failed to disclose, and how those practices are currently causing credit and financial harm. 
In its CFPB response dated XX/XX/year>, CarMax Auto Finance stated that I made an ACH payment on XX/XX/year> that was returned for non-sufficient funds. 
That statement is false and unsupported. 
I have not initiated ACH payments from my bank account for years. During the same period referenced in CarMaxs response, my payments were made in person, using cash and debit card, which are documented and attached. I do not recognize the alleged ACH transaction described by CarMax. 
CarMaxs response does not identify : the originating bank, the account number, any ACH authorization, or an ACH trace or confirmation tying that transaction to me. 
CarMaxs reliance on an unverified and unidentified payment source to characterize my account and justify delinquency reporting constitutes a material misrepresentation of fact to a federal regulator. 
After my prior complaint, CarMax changed my reported delinquency from 60 days late to 30 days late. This correction occurred silently, without explanation, notice, or acknowledgment. 
This correction is not disclosed anywhere in CarMaxs CFPB response. 
The omission of this material fact is significant. A reduction from XXXX to XXXX  days late confirms that the original reporting was inflated and inaccurate. Failing to disclose that correction while defending the accuracy of reporting misleads the CFPB and materially distorts the record. 
I am not alleging improper interest rates or unlawful amortization. However, interest on a simple-interest auto loan accrues based on the principal balance and the number of days that balance is treated as unpaid. CarMaxs own account records show a recurring practice in which : payments are applied retroactively to prior billing cycles, delinquency status is aged immediately before payments are credited, and credit reporting reflects severe delinquency despite active payment. 
By applying payments backward after delinquency is triggered, CarMax effectively extends the period during which principal is treated as unpaid. This inflates interest accrual by representation, not by rate, and creates a financial incentive to age accounts aggressively. 
This servicing method directly affects how delinquency is reported and explains the sudden acceleration and severity of reporting, despite ongoing payments. 
After the undisclosed correction from XXXX to XXXX days late, CarMax again reported new delinquency under similar circumstances. This demonstrates that the issue is systemic, not accidental. 
Taken together : a false ACH claim recalled to justify delinquency, omission of a material correction, retroactive payment application, and renewed aggressive reporting, show a pattern of unreliable, misleading, and internally inconsistent servicing and reporting practices. 
After CarMax Auto Finance submitted its CFPB response, my personal identifying information was altered on my Equifax credit file to reflect the name and address exactly as shown in CarMaxs CFPB response, rather than my previously reported and accurate information. 

I did not request, authorize, or submit any change to my personal information with Equifax. The timing and content of this change indicate that CarMax furnished updated personal identifying information directly to Equifax following its CFPB response. 

The furnishing of personal identifying information that is inaccurate, outdated, or inconsistent with my established credit file constitutes additional reporting harm. Altering identifying information in connection with disputed accounts : creates confusion in my credit file, undermines the integrity of dispute resolution, and compounds the credit damage already caused by inaccurate delinquency reporting. 
This change further demonstrates that CarMaxs reporting practices following its CFPB response were not limited to defending prior reporting, but actively altered my credit file in ways that were not disclosed, not verified with me, and not part of any resolution.

Company response to consumer: Closed with explanation