Consumer complaint received 2019-03-06 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD

Complaint narrative:
In XX/XX/XXXX my ex spouse XXXX XXXX took out a XXXX personal loan online electronically through USAA federal Savings bank and added me as a co borrower listing my address as his. Loan number : XXXX We were going through a nasty divorce in XXXX and he stopped paying in this loan after per USAA he had been paying on it for the previous 4 years. Since I was listed as the co borrower, USAA started contacting me. I questioned USAa because I had no knowledge of this loan, nor did I ever see this amount of money. At the time I had spoken to a female rep in XX/XX/XXXX named XXXX who stated that they send emails out to co borrowers letting them know that theyve been listed as co borrowers but before the loan is processed, the co borrower has to acknowledge the email in which per XXXX I never did. She also advised that the funds were directly deposited into mandells personal checking account and the funds were spent. She advised that I submit a claim to the USAa XXXX Fraud Investigations department but I must provide a picture Id, police report number, Fraud information and information regarding the identity of the person who obtained this info. 

I sent the information overnight and received a comfirmatuon that info was received. However, I never received anything from usaa. No phone, call, email, letter in the mail. 

I followed up a week later and was told by another Rep in Executive resolutions, that I would have to get something by a judge stating that it is not mine because, he can see where info was received but no response from the investigation team, which indicated that they find no fraud. I stated that I had to pay it because of my secret clearance but in no way was I stating that I received the funds and I wanted it on the record that I was only paying so it wouldnt hinder my job since I have XXXX children to provide for. The executive resolutions team rep stated that once I get something from a judge stating that it isnt mine. I would get all of the money back that Ive paid. 

Again, no response. I called every day for two months with no notes or anything just a guarantee that I would be called. 

I contacted the FTC in XX/XX/XXXX as well and submitted the identity theft complaint. This was also sent to usaa but still not response. 

Usaa sent me late notices but the notices were being sent to my moms address in Virginia ... keep in mind Im a member of USAA and have policies, so Im not sure where that address was obtained and why nothing was sent to my actual address. 

I contacted the credit bureaus who removed the info from my credit report but usaa continued to send me late notices. 

A circuit judge heard the details of this loan in XXXX and deemed the account in question as not mine and that my ex husband obtained it without my consent and or knowledge and it is his sole responsibility. 

I sent a second letter to USAA along with the notice to furnishes of information letter. Along with a second letter that was created by FTC. However, I finally received a letter from usaa denying my request. 

I followed up and called them again in XX/XX/XXXX and spoke with XXXX in Executive resolutions who stated that she couldnt provide me any information but noticed that no one had ever contacted me. She then sent a request for the fraud unit Manager, XXXX XXXX to call me back. 

However, as if today XX/XX/XXXX I have not received a call.

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