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If you did not open this account, report it as identity theft rather than as a billing question. It follows a different process. We investigate it rather than answer it, and it can take up to 60 calendar days.
Have your documents ready before you start. You may be asked for a police report or similar documentation. Complete the whole form in one go. Nothing you enter is saved until you submit it.
If you know who opened the account, and they are responsible for it, use The account belongs to someone else I know instead.

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Opening the report

1

Go to Help

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

Choose The Account is Not Mine

Under Identity Theft, find The Account is Not Mine 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

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What happens next

We investigate. We may ask you for documents, and you need to respond for the investigation to move forward. We may also check with the business the account was opened with. They may hold the purchase date, the location and the identification used. Investigations can take up to 60 calendar days. You can follow it under Support Tickets. See Reading your ticket. If identity theft has also affected your credit report, see Your credit file.

All request types

Back to support requests.