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.

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.