Customer service FAQ

1. When can I talk to an associate to discuss my account?

Customer Service Specialists are available: Monday through Friday 8 a.m. - 10 p.m. EST Saturday 9 a.m. - 6 p.m. EST

By calling (800) 925-3612 you can get automated, direct access to your account information, or be directed to a customer service specialist during regular business hours. You can get payoff amounts and mailing addresses, request a coupon book, find out when your last payment was received and when your next payment is due, and make payments.

2. How do I request a copy of my account history or a payoff letter?

You can access your account history and other account details online through MyCarMax. To obtain a payoff letter, you can print one directly through your MyCarMax account or call Customer Service at (800) 925-3612. All requests may take 1-2 business days to process.

3. How do I fax information to CarMax Auto Finance?

Our fax number is (770) 423-4376. Be sure to include the name of the associate or department you are faxing to, and your account number.

4. How can I contact the store where I made my purchase?

CarMax locations and contact information are available at

5. How long after purchase will it take to receive my payment coupon book?

Allow at least 2-3 weeks for us to process and mail it to you. Note: Your coupon book holds 12 payment coupons. If your contract term exceeds 12 months, we’ll send additional coupon books in 12-coupon increments in advance of the next payment due date.

6. How do I request for benefits under the Servicemembers Civil Relief Act (SCRA)?

To request benefits under the SCRA, mail your military orders to the contact address provided below. You may also fax your military orders to (770) 423-4376. Please ensure that you reference your CarMax Auto Finance Account Number. If you have questions regarding your eligibility for SCRA benefits, please contact us at (800) 925-3612, extension 4077.

CarMax Auto Finance
Attn: Customer Service
P.O. Box 440609
Kennesaw, GA 30160

Contact us


CarMax Auto Finance
Attn: Customer Service
P.O. Box 440609
Kennesaw, GA 30160

Phone (800) 925-3612
Fax (770) 423-4376

Mon-Fri 8-10, Sat 9-6 EST

If you’re an account holder, you can access your account information online through MyCarMax. You can also call us with account-specific questions. For general questions, use this email form.