1. When can I talk to an associate to discuss my account?
Our Customer Service Specialists are available to assist you Monday through Friday 8 a.m. - 10 p.m., and Saturday 9 a.m. - 6 p.m., EST.
To reach us, please call (800) 925-3612. This number connects you to our automated phone system, giving you access to your account information; and you can be directed to a customer service specialist during business hours. You can obtain payoff amounts, mailing addresses, request a coupon book, find out when we received your last payment, when your next payment is due, and make payments.
2. How do I request a copy of my account history, a payoff letter or other documentation?
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 contact Customer Service at (800) 925-3612. Keep in mind that all requests may take 1-2 business days to process.
3. I need to fax information to CarMax Auto Finance. What is your fax number?
CarMax Auto Finance's fax number is (770) 423-4376. Make sure to put the name of the associate or the department you are faxing information to, along with your account number.
4. How can I contact the store where I made my purchase?
CarMax locations and contact information is available here.
5. How long after my purchase will it take for me to receive my payment coupon book?
Please allow a minimum of 2-3 weeks to process your coupon book and have it mailed to you. Keep in mind that the coupon book holds only 36 payment coupons. If your contract has a term exceeding 36 months, we will send you a second coupon book before your first book has been completed.
6. How do I qualify for benefits under the Servicemembers Civil Relief Act (SCRA)?
You may be eligible for SCRA benefits if you are an existing CarMax Auto Finance account holder who entered active military service after you purchased your vehicle. To request enrollment, please fax a copy of your military orders to (770) 423-4376 and be sure to reference your CarMax Auto Finance account number on your fax. You may also mail your orders to:
CarMax Auto Finance
Attn: Customer Service
P.O. Box 440609
Kennesaw, GA 30160