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Use this when you know about the account but it is not yours to pay. For example, it belongs to someone with the same name, or it was divided in a divorce. If you do not recognize the account at all, or you think someone used your details without permission, use Reporting an account that is not yours instead.

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Opening the request

1

Go to Help

Sign in to uPortal360 and select Help, then Start Inquiry.
2

Choose Someone Else I Know

Under Identity Theft, find The Account Belongs to Someone Else I Know and select Select.The Identity Theft inquiry options, offering The Account is Not Mine and The Account Belongs to Someone Else I Know
3

Complete the form and submit

Answer both questions, then select Submit. The steps after that, from your case number to your ticket, are the same for every request type. See the example on Opening a support request.

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What the form asks, and why

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Choosing an option

Being named on an agreement makes you responsible for it, even if someone else agreed to pay. A divorce decree or a private arrangement does not change who signed the contract. Keep paying until we confirm the account has changed.

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What happens next

We review the request and may ask you for documents. Most requests are resolved within 11 business days. You can follow it under Support Tickets. See Reading your ticket.

All request types

Back to support requests.