Consumer complaint received 2021-05-21
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Debt collection
Sub-product: Auto debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
I was a victim of identity theft in which XXXX XXXX use my identity at a time when I gave it to him under the impression that he was going to file my taxes that year. I provided to him all the necessary documents for a tax filing which is my drivers license as well as my Social Security card. This individual then proceeded to opening up bank accounts and loans under my identity that were sent to an address that I never lived at. Ive been able to work directly with the company in most cases to clean up all the unnecessary items that were on my credit but for some reason I am having a large amount of difficulty and dealing with USAA and the removal of the fraudulent loan as well as them simply close in the fraudulent bank account that still remains open to this day. In XX/XX/XXXX I received one email from a lady by the name of Miss XXXX XXXX stating that she had called me in regards to this issue. My cell phone was literally in my hand when I received the email and there were no missed calls, Ive been proceeded to calling her back instantly and there was no answer, I then proceeded to leaving her a voicemail every day for a month straight. At no point did Ms. XXXX respond to any of the emails that I sent her or any of the voicemails. So my issue at this point is this company is holding me accountable for a loan that I never opened at a bank that I have never bank with. I dont have any military personnel in my immediate family nor am I military so therefore I should have never been qualified to open the bank account to begin with. The bank account was fraudulently opened using the identity of a woman that was claimed to be my mother that I never met in my life. Ive asked the company numerous times to stop reporting this fraudulent account to my credit as well as I have begged them to close the account so that it can no longer conduct any type of business under my name but they still choose to keep the account open. I am bringing this issue to the concern of your Company because USAA is choosing to hold me accountable due to an electronics signature being signed on a promissory note for the loan. I XXXX XXXX never signed that document, XXXX XXXX forged the entire thing. Which is why Im i. This situation to begin with. I never open the bank account, I never applied for a loan, Ive never purchased a vehicle, and never lived at the residence that listed on the account, I never received the check, I never signed a promissory note, so at this point I would greatly appreciate it if someone helped me address this issue. Im filing this claim again due to the fact that in the response I was given USAA perpetrated as if Miss XXXX was assisting me in dealing with this issue and it was determined that I had actually applied for the bank account and the loan. When in reality I have been calling every day or every other day at best I have left multiple voicemails on her phone, Ive dealt with multiple agents regarding the issue, I have asked for someone from the fraud team to contact me directly because there is no transfer system that allows a customer to speak with them and Ive been told numerous times that I would be contacted and never received the call. So it seems that at this point the company is just holding me accountable without even make an attempt in anyway shape or form to resolve this issue. I have even gone to the extreme of alerting the police about this individuals actions in which they have now open an investigation into him that has causing clear senior to leave his residence and he has been on the run for over a year. Now with all of these elements most of which have been documented and present it to USAA why am I still being held accountable? Please assist. I will attach both the police report and a screenshot of all my attempts to speak with the specialist in charge of my claim with USAA and all my failed attempts at getting in contact with her. In my previous filling with you all Usaa claimed in their response that shes been assigned to assist me and Ive failed to reach out to her regarding the identity theft claim. I am attaching this so that your company doesnt just sweep this under the rug again! I am a VICTIM! This is a continuation to my last claim as it was not resolved by your company at all. You just let usaa walk all over me neglecting all the proof i have of being a victim and usaa doing nothing to help me. They just want to force funds out me someone that doesnt rightfully have a debt or even a business relationship with them. 
COMPLAINT ID XXXX

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