Consumer complaint received 2017-02-06
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Consumer Loan
Sub-product: Installment loan
Issue: Managing the loan or lease

Complaint:
In XXXX and XXXX of XXXX, my ex husband used my social security number, without my knowledge or consent, to take out XXXX personal loans for {$2500.00} from USAA Federal Savings Bank as a co signer, both of which were approved. We were in the process of our divorce and I would have never agreed to tie myself to {$5000.00} of additional debt to him. My ex husband also applied for XXXX additional loans with my social security number as a co signer without my consent or knowledge in XXXX of XXXX, both of which were denied. I was not made aware of there debts until I attempted to open my own checking account with this bank and saw an outstanding balance of {$5000.00} on my account profile. I was a stay at home mother, and my ex husband controlled our finances, my name was not even on the savings account. I immediately contacted USAA and filed a fraud investigation claim against both loans in XXXX of XXXX. As part of the investigation, I mailed via certified mail copies of both loan summaries from my account, copies of my ID and social security card, notarized signatures, and a letter explaining the situation of my ex husband taking advantage of online loan applications for USAA that do not ensure that an added co applicant is aware that their information is being used for inquire for credit. After five months, in XXXX XXXX, I called USAA to check to status of my investigation and was told by the fraud department that both loans and all inquires would be taken of my credit report. XXXX XXXX, I checked my credit report and noticed that XXXX loan was still on my credit report. I called USAA to find out why XXXX loan was left on my report, and was told that there was no information regarding this second loan being removed after a fraud information, and as far as the bank knows, I am responsible. I explained that I had already spoken with the fraud department in XXXX XXXX and was told that both loans would be removed. I was then told that there is no history or notes regarding this loan. I even asked the representative to check to notes from the exact day that I called USAA in XXXX XXXX and I was told that the representative did not leave any noted regarding the second loan. I provided information for both loans when I initially mailed a fraud report in XXXX, and was told in XXXX that both loans would be removed, now I am being told that there was no investigation done on this second loan. I was then told to mail in a form to the consumer reporting department of USAA to request that this loan be removed from my credit report, I did this in XXXX XXXX, and I just received a letter stating that they will not remove the account. I am concerned about how my personal information is being handled at USAA. How is that anyone with access to my social security number can apply for a loan to this bank without any giving me any notification or verification, and when I contacted this bank in regards to this breach, I am given the run around and have sensitive information lost in the process. Since there is no record of this second loan being investigated, ( all of the sudden ), I am concerned that the copy of the loan summary for this loan that I submitted for the initial investigation in XXXX XXXX, was lost or stolen by someone within the fraud department of USAA. I would like to know the whereabouts of the loan summery for this loan that I submitted in XXXX via certified mail, and have this loan removed from my credit report as was stated by a fraud representative in XXXX XXXX. If the investigation found me liable for this debt, then there would have been a record of that finding and conversation in XXXX XXXX when I spoke with the representative to inquire on the status of the initial investigation. The other loan was removed along with all XXXX inquires, however, this XXXX loan remains without any explanation.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with non-monetary relief