Consumer complaint received 2024-10-11 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: CarMax, Inc.
State: FL

Complaint narrative:
I was in the hospital for most of 2024, however, I have been able to make payments on my account until I had a XXXX XXXX  in XXXX, XXXX. I had initially set up an Extension/Deferment in XXXX prior to my XXXX  XXXX in order to get the account caught up. I was granted the extension, however, later found out that the extension was cancelled by someone other than myself or CARMAX. I was then told that if I made the payment for XXXX and XX/XX/year> payment, that I would be given an extension in order to get the account caught up. Because I had been in a medically induced coma during part of my hospital stay I was unable to communicate with anyone from CARMAX. My father and Attorney both tried to pay cash to CARMAX at a dealership in XXXX, XXXX  several times using my power of attorney and in one case my verbal authorization as well as my account number and XXXX ID/License. In all the cases they were rudely told that they would not accept the payment, even though it was in cash. When I was finally discharged from the hospital I had to restart my bank account, since the bank had suspended the account because i was in the hospital for a prolonged period and it was documented that I was incapacitated. When I finally got the account reactivated I made the XXXX and XXXX payments as advised by CARMAX on XX/XX/XXXX totaling {$2100.00} for XXXX and XX/XX/year> payments. I have tried several times to speak to management, and have sent documentation to CARMAX confirming both my hospitalization, which was already well documented, as well as proof of the payment Isent on XX/XX/year>. I never seem to make it past a customer service agent and the one " supervisor '' I spoke with was VERY rude. The last conversation I had with CARMAX was with a Customer Service Representative on XXXX XXXX in which a customer service representative said on a recorded line that if I made the XXXX and XXXX payments, which I did on XX/XX/year>, the 3 past due payments would be placed at the end of the loan, and I would be given an extension based on my situation. Additionally,, I reside in the area of XXXX affected by both Hurricane Helene and Milton and right now I am not living my house due to the damage from those storms. I have tried several times to speak to a member of management about this matter so I can set up some kind of deferment/extension in order to get my account up to date. I have begged and pleaded with the Customer Service Agents to have a member of management to either speak to me or contact me, however, no one from CARMAX management has bothered to speak to me when I call in, or reach out to me when I have asked several times. I am now filing this complaint and I am also considering going to the media with my situation. I am doing everything I can to resolve this matter, and CARMAX is avoiding speaking to me about it. Although, it has been acknowledged that the documents were received, NO ONE from CARMAX has bothered to reach out to me to discuss resolving this matter.

Company response to consumer: Closed with explanation