Consumer complaint received 2018-12-18
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
I took out a person CAR loan with my ex fianc ( XXXX XXXX ) on XX/XX/XXXX. I was a co-signer on his XXXX XXXX. We separated and ended our relationship after the car loan was initiated. I voluntarily decided to stay on this loan. After XXXX i was required to file for a restraining order to keep him from contacting me. Afterwards in late XXXX with the help of a court appointed mediation we came to the decision to Co-parent for the sake of our childrens. 

My childrens father passed away in XXXX and I was informed that he had two outstanding loans that i was a co-signer on. I called USAA and asked for explanation of how i was a co-signer on two loans when i was only aware of co-signing on one ( the CAR LOAN ). Their explanation was that My ex signed up for a personal loan in XXXX with me as a co signer and that USAA sent me an email to my personal email account to inform me of this. I have no knowledge of ever receiving this email traffic. 

My response was that why had they not called me and verbally requested my permission or sent me a message to my USAA Message center for digital signature. USAA informed me that their policy is to send an email as notification and that if Co-applicat does not dispute that they will continue with the loan. 

I have since talked to death relations department, the consumer relations department, the CEO Relations Department. All have stated that when i called in to cancel debt protection on my exs personal loan ( what I was Identifing as his Personal Car LOAN that we were talking about ) ; the USAA Representative i spoke to on XX/XX/XXXX NEVER Identified the loan that she understood that we were speaking about was his Unsecured Personal loan ( loan i was not aware of ). She never identified that XXXX had two loans with me as a co-signer. She could have asked if I was I speaking of the car loan or the personal unsecured loan at that time but she did not, that would have helped me to be informed that there was a second loan with my name identified. I stated to all that when i called into the personal debt protection department on XX/XX/XXXX. I was under the understanding that i was talking about the car loan because that was the only loan that i was aware of co-signing for. I did initiate a chat conversation while on the phone with the USAA represenitive on XX/XX/XXXX. The representative on the phone instructed me that the only way to cancel debit protection on personal loans was to do a chat session with a USAA Represenitive. I initiated a chat session with a different representative ( while still on the phone with the other USAA representative ) who informed me of what to write. After writing information about canceling the personal loan protection ( again assuming that the phone represenitive was supplying me the correct information for the personal car loan ) The chat representative informed that I in fact could not cancel the Debit Protection on the account that only XXXX XXXX could do this as he was the primary loan holder on the account. I then ended both the phone conversation and the chat conversation. I then called XXXX and instructed for him to call USAA to cancel Debit Protection on the car loan. He called and canceled all debit protections on all accounts to include the Car loan and the Unsecured Personal loan at a later date that i am not aware of exactly but would assume was within a few days of my phone and chat conversation. USAA will not inform me of the exact day that he canceled the policies. 

I am very confused as to how USAA can authorize a loan on my behalf without my knowledge. They seem to not want to take responsibility for this HUGE oversight and i am now very worried about all current and future accounts that i have in regard to their security of my personal financial information.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation