Consumer complaint received 2026-01-21 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: LA

Complaint narrative:
I am submitting this complaint to formally report identity theft involving an account reported by USAA Federal Savings Bank that does not belong to me. I did not open, authorize, apply for, or benefit from the USAA account that has been reported as a charge-off and/or collection. This account is fraudulent and is the result of identity theft.

I discovered the issue after reviewing my consumer credit reports and identifying a USAA account reported with a charge-off and/or collection status. I did not recognize the account, the balance, or the alleged obligation. I have never entered into a loan agreement, credit card agreement, or any other financial contract with USAA for this account, and I did not give permission to any individual to open or use credit with USAA in my name.

The USAA account reflects delinquency, charge-off, and/or collection activity that I did not incur. I did not receive funds, goods, services, or any benefit associated with this account. I have no knowledge of when the account was opened, how it was used, or who initiated the transactions. The appearance of this account on my credit reports was my first indication that my personal information had been used without my authorization.

Once I became aware of the fraudulent USAA account, I took immediate steps to address the situation. I carefully reviewed my credit reports to confirm that the account was unfamiliar and unauthorized. I then disputed the account with the credit reporting agencies and notified USAA that the account was not mine. I requested validation and documentation to show that I was responsible for the debt.

Because I did not open or authorize this account, I filed an FTC Identity Theft Report to formally document the fraud. This FTC report establishes that I am a victim of identity theft and that the USAA account was created or used without my consent. The purpose of filing the FTC report was to protect my rights, create an official record of the identity theft, and request that fraudulent information be blocked and removed from my credit file.

Despite filing the FTC Identity Theft Report and disputing the account, the USAA charge-off/collection account continues to appear on my credit reports. The continued reporting of this account is inaccurate and misleading, as it suggests that I incurred and defaulted on a debt that I never agreed to and never owed. This ongoing reporting has negatively impacted my credit standing and has caused ongoing stress and inconvenience.

I want to be clear that this is not a dispute about payment history, billing errors, or financial hardship. I am not claiming that I failed to pay a USAA debt. I am stating that this debt is not mine at all. I did not miss payments, I did not default, and I did not authorize the account in the first place. The charge-off and collection status associated with this account exists solely because of identity theft.

At various times, I have requested that USAA provide documentation demonstrating that the account belongs to me. To my knowledge, USAA has not provided any original signed application, contract, or other documentation showing that I opened or authorized the account. Without such documentation, there is no factual or legal basis for USAA to continue reporting this account as a valid obligation.

The continued reporting of the fraudulent account after notice of identity theft raises serious concerns regarding the investigation conducted by USAA. Verifying internal records or relying on automated systems does not establish consumer responsibility. A meaningful investigation requires reviewing original account-opening documentation and confirming that the consumer is actually the party who entered into the agreement.

The harm caused by this fraudulent account is ongoing. The USAA charge-off/collection account has damaged my credit profile, affected my ability to obtain credit on fair terms, and forced me to spend significant time and effort disputing an obligation that I never incurred. I have acted responsibly and in good faith by promptly identifying the fraud, filing an FTC Identity Theft Report, and notifying USAA and the credit reporting agencies.

I am submitting this CFPB complaint because prior efforts to resolve the issue directly have not resulted in the removal of the fraudulent account. I am seeking regulatory assistance to ensure that USAA complies with its obligations to accurately report consumer information and to appropriately address documented identity theft.

I respectfully request that USAA thoroughly review this matter, taking into account the FTC Identity Theft Report and the fact that I did not open or authorize the account. The appropriate resolution is the complete removal of the USAA charge-off/collection account from all consumer credit reports and the cessation of any collection activity related to this fraudulent debt.

I am not seeking to avoid legitimate financial responsibilities. I am seeking correction of inaccurate information caused by identity theft. I should not be held responsible for an account that was created without my knowledge or consent, and I should not continue to experience harm from the reporting of a debt that is not mine.

I am willing to cooperate and provide my FTC Identity Theft Report or any additional supporting documentation if requested through appropriate channels. However, I should not be required to make payments, accept settlements, or engage in negotiations for a debt that I did not incur.

This complaint is submitted in good faith and accurately reflects my experience with the USAA account reported as a charge-off and/or collection. I am asking that USAA take prompt and appropriate action to correct its records, remove the fraudulent account, and ensure that it is not reinserted, resold, or reassigned in the future.

I appreciate the CFPBs assistance in forwarding this complaint and helping to ensure that this identity theft issue is resolved fully and permanently.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief